An abuse complaint occurs when your recipient clicks on "report spam" in their email program. If their ISP has what's called a "Feedback Loop," they are registered as an abuse complaint in your account. The abuse complaint causes the recipient to be automatically unsubscribed and they will no longer receive your email campaigns. ISPs closely monitor how many abuse complaints occur. If an ISP sees too many of these abuse complaints, it can lead to deliverability issues for your account and other MailChimp users accounts. Abuse complaints do not occur when the ISP has filtered the email as spam automatically. If the ISP does not provide a "Feedback Loop", the abuse complaint will not come to your account but the email will be sent to the spam folder from that point forward unless the user takes action to remove the email from the Spam folder.
If your recipient lets you know they did this by accident they would need to do the following:
- Go to the email in their spam folder and note in the email account "not spam" (if this an option for them). This will help your email to not end up in other recipients' spam folders on delivery in the future.
- To resubscribe to your list, they would have to use the MailChimp provided signup form, as we need 100% proof of opt-in in the cases of abuse complaints. You can find those here in your account: Lists Tab > click the "forms" link > click "for your website"" > Signup Form Link Code.
The original complaint cannot be removed from your account under any circumstances.
If your account has been suspended due to high abuse complaints, please visit this page for further instructions.