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I want to ask, what would be the recommended procedure for dealing with users who used "mark as spam" button to just delete emails.

Recently I have a user, who requested "password reset" email 3 times. He/she successfully changed the password, and then marked all three emails as spam.

This dragged down my Sendgrid reputation down from 98% to 85%. This is pretty bad, since any reputation lower than 80% is subject to be reviewed. I am thinking of writing an email to that user, to ask him/her to "unspam" the email. What do web masters usually do in this situation? Is there anything to watch out for?

Update

After one week, another user marked password emails as spam again. This led me into thinking someone is attacking our email reputation.

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  • I'd send out an individual email to the user in question (from a non-generic address) and explain to them why they shouldn't be marking emails as spam. Then make a site-wide announcement to prevent others from doing it as well. – user28131 May 21 '13 at 5:40
  • @DavidBlayney I tried it yesterday, but didn't get a reply. So I suspect that I should send email using the same domain as my company, as it might be marked as spam. – lulalala May 23 '13 at 2:29
  • Just send it from an address like lulalala84027_59385739204@hotmail, they'll be bound to trust it. In all seriousness, sending it from a different domain with proof that it is a legitimate email might help. Maybe they didn;t get a chance to reply. – user28131 May 23 '13 at 3:43
  • And now you have your personal email also marked as spam. Waw! – Mario Awad May 24 '13 at 10:10
  • @davblayn No reply, too bad. Would you put it as an answer? Though it is passive and does not work this time, but I guess it is the only answer. – lulalala May 26 '13 at 3:34
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If I were you, I'd send out an individual email to the user in question, also a site-wide email to prevent other users from doing the same. Maybe make contact with the user using your personal email address (lulala84027_59385739204@hotmail ???).

If you want to get the user's attention, make a notice on your website's homepage explaining that marking emails as spam is a potentially destructive action

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How odd ... I can "answer" but I can't "comment". Anyway...

Are you sure the user is doing it on purpose? You don't mention what e-mail system you are using, but (for example) in GMail, the two buttons are right next to each other; the "delete" is a trash can and the "spam" is a stop sign. In Yahoo mail, the "delete" is a trash can and the "spam" is an X.

Perhaps this user genuinely doesn't understand the difference between the two buttons.

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    The user is using Yahoo mail, and yes I think the user used it by mistake (not on purpose). – lulalala May 23 '13 at 2:28

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