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When Someone Marks Your Email as Junk: What Happens Next
What Swoop does when a member marks one of your emails as junk, depending on the kind of email, and how an admin starts emails again with a written reason.
When Someone Marks Your Email as Junk: What Happens Next
Every group gets a junk report sooner or later. Someone presses the button in their mail app, the email service tells Swoop, and a person who may well still like your group has just told their mailbox your email is not wanted.
What Swoop does next depends on the kind of email they marked. The idea is to respect what the person said, without punishing everyone else on your list.
If it was News and updates
Swoop treats it as that person unsubscribing from your news. They are taken off the news, and only they can turn it back on. Swoop does not stop anything else you send them: receipts, invitations, agendas and minutes.
If it was anything else
That means Group business, Meeting papers, a booking message or a one-off message.
- The first report: Swoop stops nothing. Your admins are told, with a plain note on the person's record, and on the committee page if they are a committee member.
- A second report: from the same address, on another email from your group. Swoop stops every email from your group to that address.
This gives you a chance to ring them and sort it out before anything is blocked.
When the email service blocks the address too
Resend, the email service Swoop sends through, blocks an address by itself after the very first report, and its block covers every email to that address, from every group. Swoop asks it to take the block off after each first report, so your agendas, receipts and sign-in links still get through. If it has not (the email service said no, or the switch for it is off), the Email line on the person's card says so and none of your emails will arrive until the block is taken off.
When that happens, choose Ask the email service to take its block off on the Email line. It is the way to ask for a report that did not stop anything in Swoop, because there is nothing of your group's own to start again. If the email service still says no, the card says so and you can try again later. It is not offered while another group has chosen to block the address, or while the email service blocks it for a different reason, such as a bounce.
Where to see it
- People, then the person: the Email line names the email they marked and what it stopped. It also shows in their activity log.
- Governance, then Committee and positions: beside each person in Positions, a note says if they marked one of your emails as junk, if emails to them have stopped, or if they stopped meeting papers.
- Comms, then the message: the side panel shows junk reports on that one email.
The card only says "Email bouncing" when emails to the address have really stopped. One or two bounces are still sent to, because a bounce only blocks at your group's limit.
Starting emails again
If emails to someone were stopped by a second report, or an admin stopped them by hand, you can start them again.
- Open the person in People.
- On the Email line, choose Start emails again.
- Write why, in at least 10 letters. Your reason is kept with your name on their record.
When it was a report as junk, Swoop also asks the email service to take its own block off the address. If the email service says it still blocks the address, Ask the email service again tries once more. If it blocks the address for a different reason, such as a bounce, Swoop leaves that block alone and the card says so.
Two things are not offered. An address that keeps bouncing is never restarted, because it would only bounce again, so fix the address first. And a report on News and updates cannot be undone by an admin at all. That person said no to your news, and only they can say yes again.
Keeping the number low
Resend asks senders to stay under 0.08%, which is fewer than 8 reports in every 10,000 emails delivered. Every group sends through the same email account, so one group's reports count for all of them, and Swoop watches the number for all groups together. A few habits keep yours low:
- Send news only to people who said yes to it.
- Choose the right kind of email. The guide on the three kinds of email explains how.
- Say who you are in the subject and the first line, so nobody wonders why they got it.
- Do not send more often than you said you would.
- Leave the Unsubscribe link where people can find it. A person who can leave easily has no reason to report you.
Common questions
- Does one person marking an email as junk stop all my emails to them?
- No. On News and updates, it takes them off your news and nothing else. On Group business, Meeting papers or any other email, the first report stops nothing in Swoop and tells your admins. A second report on an email from your group to the same address stops all your emails to that address.
- Where do I see that someone marked an email as junk?
- On the person's card in People, the Email line names the email they marked and says what it stopped. It also appears in their activity log. For a committee member, the notes beside their name on the committee page say the same.
- Can I turn their news back on for them?
- No. Only the person can turn their news back on, from their own page or from the link at the foot of an email. This is on purpose: they told us they did not want it.
- How do I start emails again after a block?
- Open the person's card in People, find the Email line and choose Start emails again. You write a reason of at least 10 letters. It is kept with your name on their record.
- The card says the email service is blocking someone after a first report. What do I do?
- On the person's card in People, find the Email line and choose Ask the email service to take its block off. If the email service still blocks the address, the card says so and you can try again later.
- What if the address keeps bouncing?
- Start emails again is not offered for an address that is not working. Fix the address first by asking the person for a new one.