What to do when you receive a GDPR complaint

Even if you enforce all the rules of GDPR, you might find that there are some customers who get upset with you nevertheless.

This is because the internet is a vast place and customers simply forget and can't place you when your sender ID appears in their inbox. It could also be because there is a violation of trust. Maybe you are sending the emails too often. May be the emails are not relevant any more. Maybe the content is too spammy and salesy and they want out of it.

So it might be inevitable that you do get a few complaints your way and you need to be prepared for it.

First of all, make sure you have a way to collect complaints and also to reply to them with confidence.

When a recepient complains about your email sending habits, its important and legally necessary to communicate how you got their email, when your get their email and proof of consent. If you don't have a record of these and your system doesn't already do that, you will need to modify it to make sure there is a permanent and clear record keeping in your database.

You can also reason with your customers. Most customers will be ok if you can reasonably prove why you thought the email would be appropriate for them and how they would benefit. They might not agree with you but they might feel less upset with you because they see no evil intent.

Customers these days also worry about privacy with all the news about data leaks from big companies like Facebook. So its important to reassure and be fully transparent with the kind of data you have about them. Makes sure you tell them exactly what kind of information you have about them and give them a clear right to delete them, no questions asked.

At SendNet we follow GDPR guidelines very strictly and enforce them without any exceptions so that none of our customers are unwittingly buying into anything that violates the laws. SendNet is a simple platform that helps you send email newsletters at 1/100th the price of mailchimp using the Amazon SES service.