Hello.
We left Klaviyo some time ago because you were experiencing massive issues with the T-Online ISP and T-Online mailboxes.
The proposed solutions, workarounds, negative reputation issues, and hard bounce problems were not acceptable to us, which is why we moved away from Klaviyo at that time with more than 60 Klaviyo customer accounts and switched to another service.
Unfortunately, your Klaviyo help article regarding Klaviyo and T-Online has been unclear from the very beginning, and there is also significant uncertainty in the forum.
The topic of CSA certification has also been officially addressed by you in numerous forum posts, with the promise that you would implement soon it, apply for it, and obtain it. Years later - no solution, nothing happend, no results. No feedback.
To date, neither of these points has been fulfilled nor clearly communicated:
1. Does Klaviyo have a valid CSA certificate, or is a valid CSA certificate expected in the foreseeable future?
Please do not respond with statements such as “we still have a high deliverability rate, please follow the following rules.” We need to know specifically whether the CSA certificate will be available soon and whether the associated benefits can be expected. To set SPF, DMARC and DKIM...this are basics and does not have the same impact what CSA do. Our online shop project customers need a reliable and binding statement on this matter.
2. In your documentation regarding T-Online, you state the following here:
https://help.klaviyo.com/hc/de-de/articles/1260804570090
“To meet the requirements of t-online.de for email delivery, there are a few important steps you need to follow. t-online.de has specific requirements that help ensure your emails do not end up in the spam folder. This includes setting up a dedicated sending domain and enabling double opt-in. It is also important that your sender identification is configured correctly in order to avoid bounces.”
We contacted the T-Online postmaster. They stated that this is not a general requirement from T-Online. Instead, these are sender-specific issues that require a dedicated IP at Klaviyo currently and in future.
Other senders do not generally have to meet the dedicated IP requirement.
Question 2: Why you wrote this wrong information to your guide?
3. Why does Klaviyo publish this incorrect information? Senders do not generally need to use a dedicated external IP in order to deliver newsletters to T-Online inboxes. The postmaster also confirmed this. At the same time, on Friday, they asked us for the source where we had read this information.
4. Klaviyo states this information: Klaviyo states: “T-online.de is an inbox provider primarily used by German subscribers and has unique deliverability requirements. As a result, you may see an increase in bounces from this provider and may no longer be able to reach these German recipients.”
In response, the postmaster stated that this is certainly not the issue and that the problems with Klaviyo have been communicated extensively. So why are these incorrect statements published on your website? The postmaster confirmed: the german location is not the problem.
5. The website mentioned above does not refer to the necessity of a dedicated external IP address, which at the same time requires a very high sending volume in order to build up reputation through sending volume in the first place.
Are we correct in understanding that a dedicated external IP is no longer necessary?
Best regards,
Thomas
