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How to report False Positives and False Negatives?

Overview

All spam filtering systems make mistakes from time to time. When a spam message is delivered instead of being blocked, this is described as a false negative. A false positive is the reverse  when the system blocks a legitimate message.

Report False Positive

If your legitimate email message is blocked by MailChannels, an error message is generated and included in the non-delivery report you receive from your mail server when an email is bounced. When you submit a false positive report, our system corrects its behavior so that similar messages will not be blocked in future.

Please submit a false positive report by sending an email to support@mailchannels.com  with the subject "False Postitive" along with the following details:

  • Sender email address
  • Recipient email address
  • Error message
  • Copy of the message (including headers) in EML or TXT format

To ensure faster response from Support, please provide all the requested information.

Report False Negatives (Automated)

If you notice spam being delivered to your mailbox, please let us know by sending a copy of the spam message to spam@feedback.mailchannes.net. Our system will automatically process the attached message and resolve the classification error. False Negative report automations must be reported as single issues and bulk attachments are not supported. Please ensure that you send a single .eml file per remediation message to this address.

  1. Download the "Original" copy of the email in .eml file format from within a gmail webmail client by opening the message and clicking the three vertical dots to the far right side of this message panel. Choose "Download Message" to save the file.
     dlmessagegmail.png
  2. Attach the .eml file to a new message and send it to: spam@feedback.mailchannels.net
  3. False Negative remediation is processed immediately by our system upon receipt and your report is actioned without the need to wait for a support agent to verify and process your request. If you do require human assistance, please follow the (Support Ticket) path below.


Report False Negatives (Support Ticket)

Please submit a false negative report by sending an email to support@mailchannels.com  with the subject "False Negative" along with the following details:

  • Sender email address
  • Recipient email address
  • Error message
  • Copy of the message (including headers) in EML or TXT format

To ensure faster response from Support, please provide all the requested information.

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