Sending reputation
How Memberfy tracks unsubscribes and spam complaints on the community's Campaigns and Automations e-mails, the alert, the suspension for 24 hours, 7 days and until Memberfy lifts it, what keeps going out during the suspension and how it ends.
When many people unsubscribe from or mark a community's e-mails as spam, e-mail providers start distrusting every e-mail that comes from there. To protect the community's delivery, Memberfy tracks these numbers and, if they go over the limit, suspends bulk sending for a while.
What is measured
- The delivered e-mails from Campaigns and Automations in the last 7 days. Account e-mails, payment e-mails and platform notices are not counted.
- The unsubscribes from those e-mails: through the footer link or through the one-click unsubscribe the e-mail program itself offers. Changing preferences on the e-mails screen does not count.
- The spam complaints on those e-mails. This number is a floor: Gmail does not report each complaint, so the real number may be higher.
The count only starts with at least 200 delivered e-mails in the window, and never looks at anything before the end of the last suspension.
The levels
| Level | When (default) | What happens |
|---|---|---|
| Normal | Below the limits | Nothing |
| Alert | 1% unsubscribes or 0.1% complaints | The owner and the admins get a notice, once per window, and see the banner "Heads-up: the community's e-mails are close to the limit" |
| Suspension | 2% unsubscribes or 0.3% complaints | Campaigns and Automations sending stops: 24 hours the first time, 7 days the second time within 30 days and, from the third on, until Memberfy lifts it |
The numbers are checked every 15 minutes.
During the suspension
- Still going out are only the password, sign-in and signup e-mails (with the verification), and the notices about the suspension itself.
- Not going out are sends and automations: a send scheduled for that period does not go out (recurring ones continue on the next date); workflow e-mails wait for the end of the suspension; Send, Schedule, Resume, turning on an automatic e-mail and turning on or resuming a workflow are refused with the end date ("The community's sending is suspended until …").
- The team sees the banner at the top of the app: "Campaigns and Automations sending suspended until …" (or "until Memberfy lifts it"), with the reason and tips to reduce unsubscribes.
The banner shows the community's own numbers against the limit ("Unsubscribes: 1.4% in the last 7 days · limit 2%"), with See unsubscribes and Contact Memberfy. The suspension shows in red; the alert, in yellow, can be dismissed for 7 days (Dismiss for 7 days). Outside Campaigns and Workflows, the banner becomes one line with See details.
How the suspension ends
- The 24-hour and the 7-day ones end on their own on the date shown.
- From the third on, only Memberfy lifts it, after talking with the community about the list and how often it sends. Contact Memberfy support. When it is lifted, the owners get the notice.
How to avoid it
- Send only to people who asked to receive: remove those who have not opened in months.
- Send campaigns and automations less often.
- Send content that matches what the person chose to follow.
- Make it clear, at the top of the e-mail, why the person is getting it.
Through the assistant (MCP)
When sending is suspended, the tools that send (sends, automatic e-mails, turning on or resuming workflows) answer with the end date and the reason. get_community_context brings the sending reputation to the team (the alert, only to the owner and the admin), with the tips.
In the API
The routes that send (POST /api/campaigns/{id}/send, /schedule, /resume, turning on an automatic e-mail and POST /api/workflows/{id}/activate and /resume) answer 409 with data.code: SENDING_SUSPENDED, sendingSuspendedUntil, untilLifted and reason. The community brings sendingReputation only to the team.