If a recipient files an abuse complaint about an email or SMS campaign sent through your Mailpro account, our compliance team will ask you to provide proof of consent. You have 48 calendar hours to respond. If the proof is missing or insufficient, your account is preventively closed without refund.
What we ask you to provide
To clear an abuse case, you need to send evidence that the recipient consented to receive your messages. Acceptable proof includes:
- The exact date and time of the consent (signup timestamp)
- The explicit consent text shown when the recipient subscribed
- Proof of an existing customer relationship (order, invoice, contract)
- Any other documentation showing the data was collected lawfully
What is not acceptable
Lists obtained from third parties — purchased, rented, scraped, or harvested — never qualify as proof of consent, even if the source presented them as “opt-in”. Sending to third-party addresses is a hard breach of our acceptable use rules.
How to prevent complaints in the first place
Use double opt-in on every signup form. Double opt-in produces a verifiable consent trail and dramatically lowers complaint rates compared to single opt-in. Make the unsubscribe link clearly visible in every campaign, and follow our 10 email marketing rules on frequency, content, and segmentation.
What happens if your account is closed
Preventive closure is irreversible. Subscription fees, prepaid credits, top-up credits, and optional services are forfeited — no refund applies. You may also be blocked from creating a new account from the same domain or company.
Avoid the abuse process entirely
Build clean lists with double opt-in and review our deliverability guide to keep your campaigns out of the spam folder and away from complaints.