Your account can be automatically suspended for too many complaints if your Complaint Rate is greater than or equal to the Suspension Rate.
Contact support if this occurs.
Having a “clean” list is always recommended because you will see a much Iower rate of open and click-throughs which will contribute to a more successful email marketing email campaign.
When an email Contact clicks the “Mark as SPAM” or “Mark as Junk Mail” in their Email Client, it is reported as a complaint. When a complaint is received, the Email Contact is automatically unsubscribed from all future emails.
A small percentage of complaints is normal, there is no need to worry over every complaint made. Even when you are diligent about getting permission before adding an Email Contact to your email list, you will occasionally receive a complaint. Watch your Complaint Rates to ensure you are reaching an audience of interested Contacts who find your content valuable.
Complaints are tracked per email, per Email Campaign and Overall for all your Email Campaigns.
A complaint can occur in 2 ways:
•When an email recipient clicks the Report as Abuse link that is a the bottom of every email we send.
•When an email recipient identifies an email as SPAM or Junk in their Email Client, it is reported as a complaint.
When a complaint is received, the Email Contact is automatically unsubscribed from all future emails.
Go to Reports > Complaints Report on the main navigation menu.
Complaint Limits
• Warning Rate – You will receive a warning from the system if you have 2 complaints for every 1000 messages (0.20%) sent.
• Human Review Rate – You account will be under review if your complaint rate exceeds 4 per 1000 messages (0.40%) sent.
• Suspension Rate – You account will be suspended if you have 8 complaints per 1000 messages (0.80%) sent. Contact support if this occurs.
•Complaint Rates: Your cumulative ratio since your account was opened or the date your account was last reactivated after a shutdown.
Complaint Notifications:
• Last Warning – Date your last email warning notification occurred.
• Last Suspension – Date your last email suspension notification occurred.
Email notifications related to complaints
• An email warning when the Complaint Rate is greater than Warning Rate.
• A warning when your Overall Complaint Rate is greater than our Warning Rate.
• A notice that your account has been suspended when your Overall Complaint Rate is greater than Suspension Rate.
To reactivate your account, you must contact support to review:
• The source of your Email Contact lists.
• The content of your email messages.
• How you obtained permission from the Contacts to include them in your email list.