Sending restrictions

To keep Genstore’s email system healthy and to protect deliverability for all merchants, we may temporarily pause your ability to send emails if we detect unusual or risky sending behavior. This guide explains what typically triggers a restriction and how you can get it resolved quickly.

What can trigger a sending restriction?

Your email sending may be paused if we see any of the following:

1. High-risk or inappropriate content

The email includes content that is unsafe or not allowed.

2. Deliverability issues

If your email performance shows unusual spikes or poor engagement, it may signal that recipients didn’t expect your messages. Common indicators include:

• High hard bounce rate
• High soft bounce rate
• High spam complaint rate
• High unsubscribe rate
• Sudden jumps in your sending volume

These issues often mean your list needs cleaning or your content needs adjustment.

How to get your sending access restored

Sending access does not automatically resume. If you believe the restriction was applied in error, email support@genstore.ai with the following:

1. What type of emails you were sending

For example: promotions, newsletters, customer updates, order-related messages, etc.

2. Where your contact list came from

Examples: customer signups, past orders, event registrations, or other opt-in sources.

3. What improvements you’ll make going forward

This helps us confirm you’re taking steps to protect deliverability. You can include actions such as:

• Filter your recipients
• Reducing sending frequency
• Optimize your email content
• Remove invalid email addresses
• Reviewing your opt-in process, only emailing contacts who have clearly opted in

Once we receive your information, our team will review your request and restore sending if everything meets our policies.

What we look at during review

Our review focuses on:

• Whether your email content aligns with Genstore’s acceptable-use guidelines
• Whether your sending domain appears on major blocklists (like Spamhaus)
• Whether your account shows signs of high-risk behavior (phishing, impersonation, bulk spam)

If serious violations are found, sending cannot be restored.

When sending cannot be restored

We’re unable to lift restrictions if:

• Your sending domain is listed on a global blocklist
• Your emails involve impersonation, fraud, or deceptive content
• Your sending activity harms Genstore’s system reputation or stability
• Your messages clearly resemble spam or misleading promotions