FreshAddress - List Processing FAQs

FAQs: List Processing

Schedule & Process
File Formatting & Transmission
Results
Security
Billing
Contact Us

Schedule & Process

What can I expect from start to finish?
Our team of list processing experts will process your file. The following steps summarize what you can expect during the process:

A customer service representative will contact you with instructions on how to begin the process
You will be asked to format and transmit your file
You will be asked to review and approve your permission message content, if applicable
Once FreshAddress receives a deposit from your company, we will begin processing your list
Once list processing begins, you will receive weekly email updates from your customer service representative
After we complete the matching phase and just prior to the messaging phase, we will notify you to upload your unsubscribe list

When list processing is complete (see below for standard timing), you will receive a summary report of our findings and results

Service	Turnaround Time*
B2C Append	20 business days
B2B Append	40 business days
Reverse Append	10 business days
ECOA	20 business days
List Audit	5 business days
List Audit & Hygiene	5 business days
List Audit & Segment	20 business days

* Services may require up to 5 additional days for input files greater than 2.5MM and up to 10 additional days for input files greater than 10MM

Your customer service representative will contact you with instructions on how to retrieve your file
Once you retrieve your file, you will have 10 business days to test your list. If there are any bounces in your updated file, you must inform a customer service representative within 10 business days of retrieving your file in order to receive a credit for those undeliverable emails
If you are an Appending or ECOA client, you will be reminded to resubmit your list for quarterly re-runs

Why do you need my deposit and permission message before you begin?
Your deposit helps to offset our upfront processing costs.

Is there anything I should tell my Customer Service department?
Some companies choose to inform their CS departments when FreshAddress begins to permission message customers, in case recipients call to inquire about an email received.

Is the permission message customizable? Can we provide our own creative? Can it contain a coupon?
Depending on the services performed, your permission message may allow several sentences to be customized. In our experience, we have found that simpler messages are more effective. We will provide you with a recommended template. Unfortunately, the message cannot accommodate a coupon or sales promotion. The permission message is not meant to be a marketing vehicle, but rather a confirmation for permission.

When do you begin deploying the permission message?
We deploy the permission message when the matching process is complete and the pre-messaging QC is done, typically 7-10 business days after the commencement of your job.

How long do you give recipients to review/respond to the permission message?
The permission message wait period is typically 4-7 business days.

File Formatting & Transmission

What are the standard format and fields required for submitting our files?
We ask that you format and transmit your file in accordance with our published specifications.

Can you work with other file formats?
For an additional data formatting fee, we can accept almost any database format.

How do we submit our list?
While we prefer you transmit your list via FTP, other methods can be used.

What is an "unsubscribe" file?
An "unsubscribe" file contains a cumulative list of email addresses that have unsubscribed from receiving email from your company. You will need to provide us with this list to ensure compliance with CAN-SPAM regulations. FreshAddress will scrub your match results to ensure the individuals on your unsubscribe list are not messaged.  These addresses will also be added directly to your final results as "unsubscribes."

What is a "supression" file?
A "suppression" file is a list of email addresses that you do not want to be messaged and you do not want to receive in your results.  You must request a suppression service if you specifically want to disallow addresses from the results. FreshAddress charges a nominal fee to run a suppression list.

Results

How will I know when the job is completed?
You will receive weekly email updates to keep you apprised of progress. When your job is completed, you will be notified via email with a summary of results and instructions on how to retrieve your file.

Security

Do you offer encryption services?
Yes. We offer PGP encryption for a nominal fee.

What are your standard security measures?
All files are transmitted via separate password-protected FTP accounts, sitting on a secure server separate from our operations center. The server automatically deletes files after certain time-based parameters. Also, files may be PGP-encrypted for transmission, if desired.

Billing

Where do I send my deposit? Do you invoice us?
We will send you an invoice directly. Please send your deposit to:
FreshAddress, Inc.
Attn: Accts Receivable
288 Walnut Street - 2nd Floor
Newton, MA 02460

May I provide a PO Number?
Yes, we appreciate any effort you can make to ensure prompt payment.

Do you accept credit cards?
Yes, for a nominal fee, we accept credit card payment.

Does FreshAddress offer fixed annual pricing for multi-processing jobs?
Yes.  Clients may choose to have a fixed annual price plan, payable monthly, for Appending and ECOA jobs that are run on a quarterly basis. Please contact your Customer Service Representive or Account Executive for more information.

Contact Us

For all other inquiries or concerns, please don’t hesitate to contact us:

Tel: 617.965.4500 and ask for List Processing
Email Us

Fresh Address

List Processing Center

Format Your File

Transmit Your File

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