Your case no longer says a company opened your letter

If a complaint you sent through NoReply ever showed up on your case as “Opened”, sometimes with “the company opened it 3 times” under it, that badge was reading more into the evidence than the evidence holds.

What we can and cannot see

Your complaint goes out as plain text. There is no tracking pixel in it, on purpose: an invisible image that reports back reads as marketing to the person handling your complaint, and it is the last thing you want the tone of your letter to be. We took the pixel out and we are not putting it back.

What that leaves is what the company’s mail server tells us. It can tell us the message arrived. It cannot tell us anybody read it. An “open” recorded against one of these emails is a spam filter or a mail app fetching something in the background, which is not a person at all.

What your case shows now

Every email on your case reads “Delivered” once it has arrived, the same as it always has for the ones sent since. Nothing claims an open, and no open counts appear anywhere. Bounces, spam complaints and failures are unchanged, because those are things we genuinely know.

It matters because people were deciding what to do next on the strength of that badge. “They read it twice and ignored me” is a different complaint from “they have had it for three weeks”, and only one of them was ever something we could tell you.