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Hi,

 

We’ve recently sent out a broadcast under a new subdomain, we’ve been sending out newsletters upto about 100,000 recipients under the main domain in the past without issue. Sending today under the new subdomain we noticed we had 10,000 mails in bounced, all mostly within gmail.

 

Bounced 3 minutes later
Reason
4.7.28 Gmail has detected an unusual rate of unsolicited mail originating
4.7.28 from your DKIM domain o      15]. To protect our users from spam,
4.7.28 mail sent from your domain has been temporarily rate limited. Please
4.7.28 visit
4.7.28  https://support.google.com/mail/?p=UnsolicitedRateLimitError to
4.7.28 review our Bulk Email Senders Guidelines. c13-20020adfe70d000000b003331da4a856si678117wrm.719 - gsmtp


As far as we can see the subdomain settings are correct? Why would this happen?

 

Thanks,

 

Matt

Hi @matt_collctiv 👋

Aaron here from the Customer.io support team. Thanks for raising this question!

While the Gmail bounce reason mentions “DKIM”, the pertinent take-away from the reason is the “rate of unsolicited mail”. This is user-reported spam complaints that occur when a recipient marks a message as spam in their Gmail / Google Workspace inbox.

In order to get a better understanding here, we recommend taking a look at the data that Google provides through their Postmaster Tools dashboard, which can be found here: https://postmaster.google.com

If you haven’t already, go ahead and add your domain as well as the Customer.io specific subdomain (cioXXXX.example.com) to the dashboard and verify them via the DNS verification record that Google requires. From there, you should be able to view historical data with regards to your deliverability health in the dashboard, which you can then share view access with us.

From there, I would recommend raising a ticket with us via our help desk so that we can work directly with you. You can open a ticket by clicking Need Help? in the top-right of your Customer.io dashboard, and then Get help with an issue. We’ll be happy to assist further from there!

 

Cheers,

Aaron

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