If you have a complaint related to a domain name or website hosted at Gandi, properly formulating your complaint report can help us more quickly and efficiently address it.
Here are some tips that can help you make sure you’re including all the necessary information in your request.
Send the report using our Abuse contact form
You can use our dedicated form to help you write your report with the necessary level of detail.
You can find that form here: https://help.gandi.net/en/abuse
Why use this contact form?
This form was built so as to ensure you include everything we need in order to properly handle your report.
For example, if you want to report spam, the form asks you to send the email headers of the unsolicited email, which we need in order to trace the origin of the email.
Your report might be related to our business as a registrar or as a host. The different categories guides you to the specific details we need to address the problem.
After submitting the form, you’ll receive an automatic notification that your request was received. This will provide you with the ticket number in the subject line of the email that you can use to keep track of your request.
That’s why we recommend that you keep this email.
Read more about what happens to your Abuse reports once submitted.
Send your report directly to our email address
You can also email us directly at abuse@gandi.net.
If you go this route, please make sure to be as detailed as possible in your email.
When we receive incomplete information, it can take several back-and-forths to get all the information necessary for us to take action, which slows down our overall response time.
At Gandi, all Abuse reports are handled by a real person. So don’t forget to include the following information necessary for identifying the problem:
- The Gandi product involved: a domain name, spam email, or content hosted on our servers
- A description of the abuse in a few sentences that explains the situation and the risks it presents
- The URL of the content if it’s in regards to a website
- A copy of the error message if the problem generated one
- Other evidence such as screenshots of the fraudulent or abusive page, or a copy of the unsolicited email along with headers
Point of particular interest: Unsolicited email (spam) reports
One thing that you can do that has a huge impact on the speed and efficiency with which we can process your spam reports is this: add the email headers for the unsolicited email you received in the body of your request.
Reports regarding unsolicited email are very common, but they don’t always include what we need in order to determine where they come from: the email headers.
The reason is that the email address indicated as the sender of an email is not always the actual sender of the email. That’s why, without the detailed routing information contained in the email headers, it’s very difficult to tell where exactly an email came from.
There are a few methods for getting these headers, depending on the email software you use.
The most common are:
- Right click on the email body in your email client, then “Message options” or “Properties” or sometimes “Headers” (e.g. Outlook or Gandi Webmail)
- A special “Show email headers” or “Headers”/”Show all” in the menu at the top (e.g. Thunderbird)
You can also parse these headers on Google to find more information about the email you received.
Or analyze the mail headers using these online tools:
- https://toolbox.googleapps.com/apps/messageheader/
- http://www.iptrackeronline.com/email-header-analysis.php
Following these steps allows us to be more reactive in handling each report we receive, so thank you in advance for helping us out!
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