System and method for handling complaints about unsolicited communications

• US 9,294,512 B2
• Filed: 10/01/2014
• Issued: 03/22/2016
• Est. Priority Date: 10/19/2000
• Status: Expired due to Term

• Current Assignee: eBay Inc.
• Original Assignee: eBay Inc.
• Inventors: Morin, Noel, Holmquest, Hilary, Maltzman, Reed, Taylor, Jeffrey
• Primary Examiner(s): Harrell, Robert B
• Application Number:
  US14/504,359
• Publication Number:
  US 20150058919A1
• Time in Patent Office: 538 Days
• Field of Search: 709/209, 709/206
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0253 During e-commerce, i.e. online transactions
• CPC Class Codes: G06Q 30/0277 Online advertisement
• CPC Class Codes: H04L 51/212 using filtering or selective blocking
• CPC Class Codes: H04L 63/1408 by monitoring network traffic monitoring network traffic per se H04L43/00
• CPC Class Codes: H04L 63/20 for managing network security; network security policies in general filtering policies H04L63/0227

Abstract

A system and method to control sending of unsolicited communications over a network is provided. Typically, the network is the Internet and the system defines a SPAM prevention tool for users of an on-line service, such as an on-line bidding service. Users may contact an intended recipient with a contact form, which is forwarded to the recipient'"'"'s e-mail address by an on-line service provider. A link accessible from a Web site allows recipients of unsolicited e-mail to complain to the on-line service provider. Sanctions are implemented against the sender of unsolicited e-mail based on the frequency of complaints. When the complaint level against a sender reaches a certain threshold, the sender is unable to use the contact form for a predetermined time period.

Claims

1. A method, executed by a hardware system, for controlling the sending of unsolicited communications via an online service, the method comprising:

enabling, by enabling hardware circuitry, a sending user of the online service to send an unsolicited communication to a recipient user using an electronic contact form in which the recipient user is identified without allowing the sending user to view the recipient user'"'"'s contact information;

in response to receipt of a request from the recipient user to file a complaint against the sending user, generating, by generating hardware circuitry, an electronic complaint and associating the complaint with the sending user;

monitoring, by monitoring hardware circuitry, a number of complaints filed against the sending user; and

enforcing, by enforcing hardware circuitry, a complaint policy against the sending user based on the number of complaints.

2. The method of claim 1, wherein enforcing the complaint policy comprises triggering a sanction based on determining that the number of complaints exceeds a threshold number.

3. The method of claim 2, wherein the sanction comprises sending a warning advising the sending user of a risk of being disabled from using the electronic contact form.

4. The method of claim 2, wherein the sanction comprises disabling the sending user from using the contact form to send further unsolicited communications via the online service.

5. The method of claim 2, wherein the sanction comprises sending a message to the sending user, the message advising the sending user of the online service'"'"'s policy regarding use of the electronic contact form and prevention of unsolicited communications.

6. The method of claim 4, wherein enforcing the complaint policy further comprises, after a specified time period following disablement of the sending user has elapsed, reinstating the user by enabling the user'"'"'s use of the electronic contact form and re-starting a counter of the number of complaints.

7. The method of claim 1, wherein generating an electronic complaint comprises generating a complaint form configured to receive input regarding the complaint from the recipient user.

8. The method of claim 7, wherein the input regarding the complaint comprises a selection of a reason for the complaint.

9. The method of claim 1, wherein enforcing the complaint policy comprises causing display of a SPAM rating indicative of the number of complaints to the sending user.

10. The method of claim 1, wherein enabling the sending user to send an unsolicited communication to the recipient user comprises forwarding the electronic contact form, by the online service, to an email address associated with the recipient user.

11. The method of claim 1, wherein the request to file a complaint against the sending user comprises execution of a link by the recipient user.

12. A system for controlling the sending of unsolicited communications via an online service, the system comprising:

a page server electronically configured to generate, in response to a request from a sending user to communicate with a recipient user, a contact form configured to receive a message from the sending user to the recipient user, the contact form identifying the recipient user without allowing the sending user to view the recipient user'"'"'s contact information;

a communications server configured to electronically forward the generated contact form including the message to the recipient user; and

an unsolicited-communications inhibiting tool implemented on a programmed hardware device configured to

generate, by a hardware processor executing generating instructions, a complaint responsive to a request from the recipient user to file a complaint against the sending user and associating the complaint with the sending user;

monitor, by the hardware processor executing monitoring instructions, a number of complaints filed against the sending user; and

enforce, by the hardware processor executing enforcing instructions, a complaint policy against the sending user based on the number of complaints.

13. The system of claim 12, wherein the unsolicited-communications-inhibiting tool is configured to trigger a sanction in response to determining that the number of complaints exceeds a threshold number.

14. The system of claim 13, wherein the sanction comprises disabling the sending user from using the contact form to send further unsolicited communications via the online service.

15. The system of claim 14, wherein the unsolicited-communications-inhibiting tool is further configured to send a warning to the sending user prior to disabling the sending user from using the contact form, the warning advising the sending user of a risk of being disabled from using the electronic contact form.

16. The system of claim 14, wherein the unsolicited-communications-inhibiting tool is further configured to reinstate the sending user after a specified time period following disablement of the sending user has elapsed.

17. The system of claim 13, wherein the sanction comprises sending a message to the sending user, the message advising the sending user of the online service'"'"'s policy regarding use of the electronic contact form and prevention of unsolicited communications.

18. The system of claim 12, further comprising a database including a complaint counter data entry field storing the number of complaints in association with an identifier of the sending user.

19. The system of claim 12, wherein the unsolicited-communications-inhibiting tool is configured to cause the display of a SPAM rating indicative of the number of complaints to the sending user.

20. The system of claim 12, wherein the unsolicited-communications-inhibiting tools is configured to generate, in response to the recipient user'"'"'s request to file a complaint, an electronic complaint form configured to receive input regarding the complaint from the recipient user.