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After some very insightful discussion with our community, we’ve made some improvements to our spam complaint notification process for resellers of Campaign Monitor.

Initially, if a single client sent a campaign which attracted a sufficiently high number of spam complaints, then everyone’s accounts – including the reseller’s – would be locked. This undoubtedly caused a lot of trouble, especially for designers who had resold Campaign Monitor to multiple clients. Now, if a single client sends a campaign that attracts a high number of spam complaints, then the client’s account only will be locked. The result – resellers of Campaign Monitor are now protected in the event that a single client sends a dud campaign. For all other customers, the process has not changed.

What happens if my client’s campaign receives spam complaints?

If a client sends an email campaign which receives spam complaints from more than 0.3% of email recipients and the actual number of complaints exceeds 20, a white-label warning email will be sent to them:


An email will be also sent to you letting you know that your client’s campaign has received a high number of spam complaints.

Should the complaint rate reach 1% of emails delivered and the actual number of complaints exceeds 20, we will lock the clients’ account, but not those of other clients. The client will see the following message if they try to send further emails:


You will also see the following message next to the client’s name on the dashboard:


Although both you and your client will be able to login, neither of you will be able to send emails on behalf of this particular client. Note that if multiple client accounts have been locked at the same time, then your account will be locked, too. In this instance, neither you, nor all your clients will be able to send email.

Re-opening a locked account

In the instance that either your account, or that of one of your clients is locked, you will need to contact us immediately. We will require as much detail as possible about the campaign that resulted in the account being locked, including the origin of the subscriber list and how subscribers opted-in to receive email from the designer or client.

If it has been shown that you and your client have operated within our anti-spam policy, terms of use and have made every effort to meet our guidelines, then in many cases, we can re-open the account.

Will this ever happen to my campaigns?

If you pay attention to our permission policies there is very little chance that you, or your clients will ever reach the threshold required to receive a warning email, let alone face account closure. Ultimately, your complaint goal should be zero, however we do understand that people will often hit the ‘Spam’ button instead of unsubscribing. Typical email campaigns get very few to no spam complaints, so reaching the 0.3% warning threshold for a given campaign is certainly worthy of a red flag.

Spam complaints are taken very seriously here, as they not only affect the deliverability of specific campaigns, but can impact sender reputation, the deliverability of other customers’ campaigns and even get our mail servers temporarily blocked by unhappy ISPs. Read more about how spam complaints are recorded – we have a similar, white-label resource that your clients can read in the Help section of their accounts.

Overall, this is a great improvement to the spam complaint process, which for resellers of Campaign Monitor, will ultimately reduce a lot of the risk in taking on new clients. Please do share your thoughts on this change in the comments section below.

This blog provides general information and discussion about email marketing and related subjects. The content provided in this blog ("Content”), should not be construed as and is not intended to constitute financial, legal or tax advice. You should seek the advice of professionals prior to acting upon any information contained in the Content. All Content is provided strictly “as is” and we make no warranty or representation of any kind regarding the Content.
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