How Elastic Email handles abuse reports
When a recipient reports your email as abuse, Elastic Email takes the following actions automatically:
Status change: the contact’s status is immediately changed to "Complaint" in your account.
Suppression: the system will automatically stop any further emails from being sent to that address.
Feedback loop: we use Feedback Loops from major ISPs to ensure these reports are processed in real-time, protecting your sender reputation.
Note: abuse reports are much more damaging to your reputation than simple unsubscribes. They tell ISPs that you are sending unsolicited content.
The 0.1% threshold (why it matters)
Maintaining a low complaint rate is crucial for your email deliverability.
The rule: your abuse report rate should not exceed 0.1%. This means no more than 1 report for every 1,000 emails sent.
Consequences: if your rate consistently exceeds this limit, it may lead to your account being reviewed or suspended. This is a standard industry threshold used to protect the integrity of email delivery systems.
Why recipients report abuse
People don't just report "illegal" spam; they often click the spam button for practical or psychological reasons:
Difficulty unsubscribing: if the "Unsubscribe" link is hard to find, users will use the "Spam" button as a shortcut.
Forgotten subscription: if you haven't emailed a contact in a long time, they may not remember signing up.
Frequency: sending too many emails too often can frustrate even the most loyal subscribers.
Irrelevant content: if the content doesn't match what the user originally signed up for.
How to prevent abuse reports
To keep your complaint rate healthy and below the 0.1% mark, follow these industry best practices:
Never use purchased lists: only send to contacts who have explicitly opted-in to receive emails from you. This is the #1 cause of high abuse rates.
Use double opt-In: confirm new subscriptions via a confirmation email to ensure the recipient truly wants your content.
Clear branding: ensure your "From Name" and "Subject Line" clearly identify who you are so the recipient recognizes you instantly.
Visible unsubscribe link: make it easy to leave. A clear unsubscribe link prevents a "Mark as Spam" click.
Keep your list fresh: regularly remove inactive subscribers who haven't opened your emails in several months (Sunset Policy).
Contact our support if you have any questions about what you are sending.