Appeals and account review

SushiSend can restrict, suspend, or place a workspace under review when abuse signals or policy violations cross internal thresholds. This page explains why, what happens, and how to appeal.

The three states

• Restricted — sends are rate-limited or blocked for specific destinations, but the workspace is otherwise usable (dashboard, templates, contacts). Typical cause: sustained high complaint rate.
• Under review — a human from Trust & Safety is looking at a specific incident. Sending continues unless the restriction or suspension is escalated.
• Suspended — all sending and dashboard writes are blocked. The workspace owner still has read access to their data and can export it.

What triggers a review

Any one of:

• Complaint rate over 0.3% for 24 hours straight.
• Hard bounce rate over 5% for 24 hours straight.
• Bulk-send from a domain that hasn’t been warmed.
• A phishing or malware match on content in outbound mail.
• An inbound abuse report from a recipient or a blocklist operator.

How to appeal

Dashboard → Settings → Account review → Appeal. Tell us:

1. What you think triggered the review.
2. What changed or what you’re going to do differently.
3. Any supporting context (signup-source audit, content samples, list hygiene steps).

Appeals are reviewed within 24 business hours. The reviewer is a human, not an automated rule. Every decision is recorded in your audit log.

Two-person rule

Permanent suspensions require sign-off from two Trust & Safety reviewers and are only applied for severe policy violations (CSAM, illegal-goods promotion, confirmed large-scale phishing). You can read the policy in full at sushisend.com/legal/terms.

Annual report

We publish an annual report covering review volume, reversal rate, response times, and reviewer demographics. First report lands at the end of SushiSend’s first full calendar year in general availability.