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Gmail/GSuite and their hidden domain reputation factor, causing email connectivity damages to small businesses.

Major internet service provider causing extensive business damages to our business due to their unreasonable and hidden service policies.

As a small UK business we run online international software with several users signing up to our service from GMail or from email powered by GSuite, the Google email service provided to run email on their server on behalf of your website/business.

GMail is a great service but as a business we have discovered that they have an internal classification on how handle SPAM that goes as far as rejecting emails. An example of their rejection bounce message response shows

<d**************o@gmail.com>: host gmail-smtp-in.l.google.com[74.125.142.26] said: 550-5.7.1 [xxxxxxxxxxxxx] Our system has detected that this message is 550-5.7.1 likely suspicious due to the very low reputation of the sending 550-5.7.1 domain. To best protect our users from spam, the message has been 550-5.7.1 blocked. Please visit 550 5.7.1 https://support.google.com/mail/answer/188131 for more information. m14si485512pgs.39 – gsmtp (in reply to end of DATA command)

We have now experienced this disservice since the 29th of January 2020 and all our emails are rejected. This is despite following all their guidelines and their suggestion.

The situation is so bad that Google/Gmail users send emails to us and despite their interaction we are still unable to reply back because Gmail blocks all emails.

Below are a few facts/comments on our experience with GMail/GSuite while trying to troubleshoot the problem:

  1. Blocking emails is a really drastic measure and also causes damage to a business. Google tools and suggestion do not provide any clear evidence as to why emails are being blocked.
  2. Google tools suggested to troubleshoot the problem do not show any data why this the rejection/ban is in place
  3. Google does not provide any direct support. Instead they use informal indirect forums where product experts (likely to be Google employees) respond in a generic manner and do not provide any real resolution despite months of trying to troubleshoot this.
  4. Google knows their tools for monitoring traffic and help in the resolution of problems to not show any data, they do nothing to fix it so that the data is visible and show no other alternative on how to fix the problem. See an example of the several articles on their forum showing complaints about how “Postmaster” has no data https://support.google.com/mail/thread/4100957?hl=en . We do check on a daily basis and see no data at all but they still provide this as one of their tools to monitor email deliverability to their systems.
  5. Gmail/GSuite operate also as a premium provider, meaning that they also charge users to run emails on their servers and they are a major player in the market. Given this position can anyone suggest if their unreasonable blocking policy can be seen as an abusive position?
  6. Google product experts suggested to go through Troubleshooting for senders with email delivery issues and indeed we have none of the issues described in this form. The form leads to another form described in the next bullet point
  7. The Sender Contact Form is supposed to be a way to request that the ban/rejection is lifted. We have sent countless requests to this form with very detailed examples of how their service is bouncing our emails and still see the emails being rejected.

See our support thread on the Google forum with all the details exchanges with product experts and other users confirming all the steps we have taken into trying to troubleshoot the problem and how all the suggestions from them do not work https://support.google.com/mail/thread/27427166 .

If you are also experiencing this problem, managed to solve or you just want to contact us with more information regarding the problem please contact us.

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