client center

FAQs


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:

  1. Your Project Manager will contact you with instructions on how to begin the process
  2. You will be asked to format and transmit your file
  3. Once FreshAddress receives a deposit from your company, we will begin processing your list (please note: job turnaround time begins when list processing begins)
  4. Once list processing begins, you will receive weekly email updates from your Project Manager
  5. You will be asked to build and approve your permission message in three easy steps using FreshAddress’s automated system, MessageExpress, if applicable
  6. After we complete the matching phase and just prior to the messaging phase, we will notify you to upload your unsubscribe list
  7. 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 15 business days
B2B Append 25 business days
Reverse Append 10 business days
ECOA 18 business days
SafeToSend® Full Service 1 to 3 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

Once you retrieve your file, you will have 10 business days to test your results and return any bounces. If you are an Appending, ECOA, or SafeToSend client, you will be automatically reminded quarterly to resubmit your list for 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?

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, or you may supply your own. Your Project Manager will be happy to review guidelines and requirements with you.

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.

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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?

Please read here.

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 “suppression” 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 keep these addresses out of 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.

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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.

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Security

Do you offer encryption services?

Yes. We offer PGP encryption as a no-cost option.

What are your standard security measures?

The security of your data is our top priority! Here are our data security details.

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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. Please visit your project status page to download our wire transfer instructions.

Do you accept credit cards?

You may pay using your Visa, Mastercard, Discover, or American Express through your project status page.

Can you send me a W9?

Yes, a copy of our W9 can be found on your project status page.

What is your return policy?

Refer to your contract for specific information regarding credits and returns. FreshAddress standard policy is as follows:

“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.”

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Contact Us

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

Tel: 617.965.4500 x 222 and ask for List Processing
Email Us

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