How do we handle complaints about users sending marketing emails?
Recently, we've noticed an increase in complaints about the use of Zoho Writer's mail merge feature for sending marketing emails. This is a violation of Zoho's policies, and we take the following actions when we receive reports of abuse.
Actions we take in response to user complaints:
We will send an email to the complainant outlining the following:
- Explanation regarding why the user received an email from Zoho Writer: We will clarify that the sender used Zoho Writer's mail merge to send marketing emails, which is a violation of Zoho Writer's terms.
- Details of the action we have taken: We will confirm that we've disabled the mail merge feature for the sender who misused Zoho Writer to send marketing emails (in violation of our terms).
Action we take regarding users who send send marketing emails with Zoho Writer:
Once we receive an abuse complaint, we will verify the details. If we determine the complaint is valid, we will:
- Disable the mail merge feature: We will disable the mail merge feature for the organization whose account was used to send the emails.
- Notify the sender: We'll send an email to the organization's admin explaining that they have violated Zoho Writer's terms, and the mail merge feature has been disabled for them as a result.
- Suggest appropriate alternatives: Inform the user that if they wish to carry out email campaigns, they must use an appropriate solution, such as Zoho Campaigns or Zoho CRM.
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