Undoing 'mark as spam' when a user resubscribes

Hey ​@JayT 

The good news is that when a profile resubscribes through a signup form, all non-deliverability suppressions including spam reports will be lifted. So if your customer genuinely filled out your signup form again, her Klaviyo profile should technically be resubscribed and the spam suppression cleared. 

The fact that she didn't receive the welcome email or it went to junk is likely a separate issue sitting at the inbox provider level, not Klaviyo. Her email client or Gmail/Outlook (or whatever inbox they are using) may have already trained itself to send your domain to spam based on that original complaint, and that's not something Klaviyo can override. The resubscribe clears the Klaviyo-side suppression, but it doesn't reset her inbox provider's spam filters.

There's no native "spam check" you can build into a flow that would force inbox delivery. What you can do to reduce the chance of this happening again is add a post-signup confirmation step where you ask her to whitelist your sending address or move the email to her inbox. Something as simple as a thank you page message saying "check your spam folder and mark us as not spam" goes a long way for people in this situation.

One thing worth checking: go into her profile in Klaviyo and confirm her consent status actually shows as subscribed after the resubscribe. If it still shows unsubscribed, that would mean the resubscribe didn't complete properly and is worth investigating separately.

I hope this helps and thank you for sharing your question here in the community. If you are still stuck, feel free to schedule a call with us.

Cheers,
Arpit