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Handle spam complaints and feedback loops

See who marked mail as spam and how complaints are automatically actioned to protect your reputation.

A spam complaint happens when a subscriber uses the "Report spam" (or "Junk") button in their mail client. Mailbox providers relay these reports back through feedback loops (FBLs). High complaint rates damage your sending reputation and can push future Broadcasts to the junk folder — so complaints are suppressed automatically to keep your list clean.

Before you begin​

  • Admin access to your account's deliverability or reporting area (confirm the exact steps in your account).
  • A recent Broadcast to review, ideally one that has been delivered for at least a few hours so complaint data has flowed back.
  • Understand your target: keep the complaint rate well under 0.1% (1 complaint per 1,000 delivered).

Steps​

  1. Open the reporting view for the Broadcast you want to inspect and locate the complaint or "marked as spam" metric.
  2. Drill into that metric to see the list of subscribers who complained. Each complaint is tied to a specific Broadcast and subscriber.
  3. Confirm that complained subscribers were added to the account-wide suppression list — this happens automatically, so they will not receive future Broadcasts.
  4. Review complaint volume across recent Broadcasts. A sudden spike usually points to list source, frequency, or content — not a single bad send.
  5. If the rate is trending up, reduce send frequency, tighten your opt-in, and make unsubscribing obvious so subscribers use it instead of the spam button.

Result​

You can see exactly who complained and confirm each complainer is suppressed from future sends. Your complaint rate stays low and your sender reputation is protected.

Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.