# 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](/notificacoes/campanhas-de-email) and [Automations](/notificacoes/workflows) 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.

## Related

- [E-mail campaigns](/notificacoes/campanhas-de-email)
- [Workflows](/notificacoes/workflows)
- [E-mails from this community](/notificacoes/emails-desta-comunidade)