FAQs
Return Path ECOA Acquisition
Schedule & Process
File Formatting & Transmission
Results
Security
Billing & Returns
Contact Us
Return Path ECOA Acquisition
What does FreshAddress's acquisition of Return Path's ECOA business mean to me? How will this affect day-to-day operations?
ECOA and Audit Services clients will continue to get the exceptional service you’ve come to expect, as well as the following added benefits:
- Even higher ECOA match rates due to an even larger change-pair database
- Even more robust hygiene and correction services due to the integration of Return Path’s additional hygiene rules/technology and correction database
If you are a former Return Path client, you can expect a seamless transition.
Will pricing be affected?
FreshAddress clients will continue to receive our unparalleled service and even higher match rates without any change in pricing.
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:
- Your Project Manager 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 build and approve your permission message in three easy steps using FreshAddress's automated system, MessageExpress, if applicable
- Once FreshAddress receives a deposit from your company, we will begin processing your list (please note: job turnaround time begins when list processing begins)
- Once list processing begins, you will receive weekly email updates from your Project Manager
- 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 Project Manager 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 results. You must notify us within 10 business days of retrieving your file in order to receive a credit for bounces
- 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.
Trouble connecting to the FTP?
The easiest way to connect to our FTP server is through an FTP program such as Core FTP or SmartFTP. Both programs are free downloads. If you’re using a web browser, you’ll need to find the option to “open a new FTP connection” and be sure to put FTP:// in the address bar and not HTTP:// If you don’t have an FTP program available, try connecting through “My Computer”. In My Computer put FTP://[yourusername]@listprocessing.freshaddress.com in the address bar. If you don't see the address bar go to View->Toolbars-> and select Address Bar. [username] should be replaced with the username provided in your Welcome Email. Ex: FTP://samplecompany@listprocessing.freshaddress.com
Once you’ve added the information in the address bar, hit enter and a prompt will appear for you to enter the password (the username may or may not be pre-populated). Once you’ve entered the password, click “Log On” and you’ll then be connected to the FTP.
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 and Returns
Do you invoice us? Where do I send my deposit?
We will send you an invoice directly. Please make your check or money order payable to FreshAddress, Inc. and send to:
FreshAddress, Inc. Attn: Accts Receivable 36 Crafts Street Newton, MA 02458
Please note that in most circumstances we must receive your deposit prior to beginning your project.
May I provide a PO Number?
Yes. We appreciate any effort you can make to ensure prompt payment.
May I pay by wire transfer?
Yes. To pay by this method, call 617.965.4500 x201 to obtain account and routing information.
Do you accept credit cards?
For deposits only, you may pay using either your Visa, Mastercard, Discover, or American Express. We will provide you a link in the welcome email for your job. Alternatively, if one of the amounts below represent your balance due, please use the following link:
Can you send me a W9?
If needed, we would be happy to provide our W9 Form. Call 617.965.4500 x205 for information.
What is your return policy?
Refer to your contract for specific information regarding credits and returns. FreshAddress standard policy is as follows:
"If we have completed either an Append or NCOA for Email project, please return any undeliverable email addresses to us in a text file within 10 business days of receiving your results. Please notify listprocessing@freshaddress.com once the undeliverable file has been transmitted. If we completed an Audit service to your list, please contact your Project Manager and dispute charges in writing within 10 business days of receiving your results."
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 Project Manager 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