Learn about abuse complaints and how WordFly handles these responses.
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Abuse complaints occur when a subscriber clicks the spam button in their inbox.
Abuse complaints are sent back to WordFly through ISP feedback loops and the address is flagged as a complaint immediately. The address will be removed from future list imports. Note, for CRM integrated accounts, the abuse complaint is sent back to the database as an unsubscribe response.
There may be several reasons why a subscriber clicks the spam button. If you start seeing large numbers of abuse complaints (over 2-3%) you should be concerned. Most likely there has been a change in who you are sending to; for example, sending to subscribers without permission. Review your email strategy to see where this is stemming from.
Do you need to override an accidental abuse complaint? Learn how to here.
WordFly will automatically suppress abuse complaints in new list imports and when the original list is used in a new email campaign. These addresses will not appear as subscriber import issues on the List Summary page, though (you can export your list import issues to review them).
There are two additional ways you can see abuse complaints in your email campaign: Reporting > Sent Email Campaigns or Reporting > Export Data.
Option 1: Find abuse complaints under email campaign reporting.
Go to Reporting > Sent Email Campaigns, select the name of your sent email, and review the Unsubscribes tab to see abuse complaints just below opt-out totals. Click on the magnifying glass to see the subscribers who clicked the spam button.
Option 2: Export your abuse complaint data by email campaign or for your entire account.
Go to Reporting > Export Data and select Events by Campaign to export abuse complaints by email campaign. Select abuse complaints under section 3 (customize your report).
Or, go to Reporting > Export Data and select Events by Account to export abuse complaints by account. Select abuse complaints under section 3 (customize your report).