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            Abuse Reports

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            Abuse Reports

            Abuse reports, also known as spam complaints, happen when recipients mark emails as spam. Abuse reports are serious, and even a relatively small number of spam complaints can get emails from your sending IP address blocked.

            Required Editions

            Available in: All Account Engagement Editions

            It is better to have a prospect unsubscribe than to have them report your email as spam. Unsubscribes are harmless to your sending reputation, but spam complaints have a lasting negative impact. The limit for spam complaints is 1 per every thousand emails, or 0.1%.

            Why Do People Report Legitimate Emails as Spam?

            A few common reasons recipients mark emails as spam are:

            • Timing: you took too long between collecting the email address and sending an email, and your recipients forgot they subscribed.
            • Consent: your email lists aren't 100% opted-in.
            • Volume: you're sending too many emails, too often.
            • In-person signups: your prospects signed up at a tradeshow or other event and don't remember opting in.
            • Partner lists: you're sending to a partner or co-marketing list, and recipients don't connect the dots between your emails and the list they initially signed up for.

            How Can I Prevent False Spam Complaints?

            A few ways you can prevent spam complaints are:

            • Email your prospects soon after they opt in.
            • Use a confirmed opt-in process.
            • Never use purchased lists.
            • If you email prospects who signed up at a tradeshow or other event, remind them of how you got their email address.
            • Ask subscribers how often they want to receive your emails.
            • Ask for permission to email and document it. If requesting permission to email over the phone, send a one-to-one email after the call, thanking the prospect for opting in.
             
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