When a recipient marks a PandaDoc email as spam or declines a document citing spam as the reason, they're automatically added to a suppression list. This article explains how that process works and what happens next.
How a recipient gets added to the suppression list
A recipient is added to the suppression list for your organization when they take any of the following actions:
Mark a PandaDoc email as spam in their inbox (Gmail or Outlook)
Select Report this email in a PandaDoc reminder or expiration email
Decline to sign a document and choose Spam as the reason
All three actions are treated the same way — the recipient has signaled they don't want to receive emails from your organization.
What happens automatically
Once a recipient is added to the suppression list:
The document tied to the complaint is automatically declined
Any pending automated reminders to that recipient are canceled
Future email sends from anyone in your organization to that recipient are blocked
When you try to send a document to a suppressed recipient, you'll see this message:
This recipient is unable to receive email messages. You can send the document via text (SMS) or share via link instead.
Note: The suppression is specific to your organization. The recipient can still receive emails from other PandaDoc users outside your account.
To remove a recipient from the suppression list, contact PandaDoc support.
Note: Once suppression is removed, sending resumes for everyone in your organization. Any documents that were auto-declined won't reopen automatically — you'll need to resend them.