> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sendbaze.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reputation and the complaint monitor

> How Sendbaze protects the shared sending pool, what pauses an organisation, and how to get unpaused.

Sendbaze sends from a shared pool of Amazon SES addresses in Cape Town. One sender's spam complaints hurt everyone's inbox placement, so a few rules apply to all organisations.

## What is watched

| Signal | Threshold | Effect |
| - | - | - |
| Hard bounces | Each one | The address is suppressed globally |
| Complaints | Each one | The address is suppressed; counts toward your rate |
| Complaint rate | 0.1% with at least 3 complaints in 24 hours | Sending pauses; owners are emailed |
| Bounce rate | Above 5% platform-wide | Staff are alerted and investigate the sources |

Amazon's own thresholds are a 5% bounce rate and a 0.1% complaint rate over the account, so Sendbaze acts per organisation before the platform is at risk.

## When sending is paused

* `POST /v1/emails` and `/v1/sms` return `423 org_paused` with the reason. Reads, the dashboard and test keys keep working.
* The dashboard **Overview** shows why and lists the addresses that complained on the **Suppressions** page.
* To resume: remove those addresses from your external lists, make sure marketing email only goes to people who opted in, then email [support@sendbaze.com](mailto:support@sendbaze.com) for a review. A pause is not a penalty; it stops a bad list from doing lasting damage to your domain.

## Habits that keep you in the inbox

1. **Verify a dedicated subdomain** for automated mail and another for marketing.
2. **Publish DMARC** and move from `p=none` to `p=quarantine` once your legitimate senders are aligned.
3. **Send both HTML and text** parts, keep HTML simple, avoid link shorteners.
4. **Handle bounce and complaint webhooks** so your own lists stay clean.
5. **Warm up gradually** when you start: a few hundred a day, doubling while bounces stay low, rather than a large blast from a cold domain.
6. **Never buy lists.** Purchased addresses produce the complaints and spam traps that pause organisations.

## Warm-up

Receivers judge a new sender by its early behaviour, so Sendbaze ramps every new organisation on the shared pool:

| Day | Live emails allowed |
| - | - |
| 1 | 500 |
| 2 | 1,000 |
| 3 | 2,000 |
| ... | doubling each day while the bounce rate over the previous 24 hours stays under 2% |
| 8 | no cap (warm-up complete) |

* The cap counts live emails per UTC day; test keys are not counted.
* A send over the cap is refused with `429 warmup_limit_reached`, nothing is queued, and the `Retry-After` header says how many seconds until the next UTC day. Queue the rest on your side and retry with the same `Idempotency-Key`.
* If the bounce rate is 2% or more, the cap holds for another day instead of doubling. Clean the list and it resumes.
* `GET /v1/usage` returns `warmup` with today's cap, how many were sent and the reset time, and the dashboard **Overview** shows the same. `warmup` is `null` once warm-up is complete.
* Migrating an established sender with a clean list? Email [support@sendbaze.com](mailto:support@sendbaze.com) and we will lift the cap after checking your history.

If you plan to send more than 50,000 emails a day, or want your own reputation, ask about a dedicated IP with managed warm-up.


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