Suppression & Suspension

Suppression

When an address hard-bounces or files a spam complaint, it is added to a suppression list. Later sends to that address are not delivered, the attempt is skipped rather than made.

Suppression is scoped to your account, so one sender's bad address never blocks another's legitimate mail to the same person.

Why it exists

Re-sending to an address that already bounced burns your quota, damages your sender reputation, and, because shared accounts deliver through common infrastructure, degrades deliverability for everyone on the platform. Suppression is the backstop that keeps one bad list from becoming everyone's problem.

What gets suppressed

What happens when you send to a suppressed address

The sequence is:

Handling it in your code

Because the outcome arrives asynchronously, handle it in your webhook handler rather than around the send call. Subscribe to email.suppressed and treat it as permanent.

# Fires from your verified webhook handler.
# See /webhooks for signature verification.

def handle_event(event_type, payload):
    if event_type == "email.suppressed":
        # Permanent. Stop sending to this address from your own system too -
        # every attempt still costs you a message against your monthly quota.
        db.mark_undeliverable(
            payload["recipient"],
            reason=payload.get("reason", "suppressed"),
        )

    elif event_type == "email.bounced" and payload.get("bounce_type") == "Permanent":
        db.mark_undeliverable(payload["recipient"], reason="hard_bounce")

    elif event_type == "email.complained":
        db.mark_unsubscribed(payload["recipient"])

Bounce and complaint processing

Delivery events are processed automatically and reflected in your logs, your counters, and your webhooks.

Automatic enforcement

SendFleet monitors delivery quality to protect the shared sending pool. Sending-quality problems can lead to a warning, a temporary pause or suspension. The effects on sending and billing are described below.

What to monitor

Step 1: a temporary pause

Crossing a limit the first time pauses API sending for 24 hours. It resumes by itself. There is nothing you have to do to restart it, and nothing you have to request. We email your account address when the pause starts, with the time it ends, and again when sending resumes.

Step 2: suspension, on a repeat breach

If your account crosses a limit again after it has already been paused once, that is a repeat breach and the response becomes permanent. We email your account address when it happens, and again if the account is reinstated.

The 403 detail, for both steps

The detail string tells you which of the two you are in: a temporary pause says so and says it will resume on its own; a suspension says the subscription has ended.

{
  "success": false,
  "error":   "sending_suspended",
  "detail":  "Your account's email sending has been temporarily paused while we review recent delivery results. It will resume on its own. Please contact support@sendfleet.net if you have questions."
}

{
  "success": false,
  "error":   "sending_suspended",
  "detail":  "Your account's email sending has been suspended. Your subscription has been ended and will not be billed again. Please contact support@sendfleet.net to discuss reinstatement."
}

Branch on error, never on detail, which is human-readable and explicitly non-contractual. Both steps return the same error code, and the only difference you should code against is whether your sending comes back on its own.

Emails we send you

Everything below goes to the address you sign in with. They are service messages about your account, not marketing, so there is nothing to unsubscribe from; replies go to support. If your mail is filtered, allow verify@sendfleet.net, security@sendfleet.net and notifications@sendfleet.net.

Manual suspension

Support can also suspend an account manually for policy violations, spam, abuse, or a breach of the Terms of Service. From your application's point of view this is indistinguishable from an automatic suspension: the same sending_suspended error code, the same 403, and the same effect on your subscription. A manual suspension can also carry additional account restrictions, for example, a registration email address that may no longer be used to create a new account, or a domain that may no longer be added. If that applies to you, support will tell you when you contact us.

Contact support if you need help understanding an account restriction or the steps required for review.

Requesting reinstatement

Reinstatement is always a manual review, never automatic. That is deliberate: an account reinstated without anything changing tends to breach the same limit again within hours, which is worse for you than the suspension.

To request it, email support@sendfleet.net with:

We aim to respond within two business days.

Reinstatement is not guaranteed. Switching to BYOC or changing plans does not remove an account suspension.

Preventing bounce and complaint problems