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Email service: bounce data

The software automatically collects any bounces that are generated from broadcast emails over the last 30 days in our reporting tables, meaning that the email address used to send the broadcast template does not receive bounces. The following tutorial will tell you how to manage your bounces and keep your email lists as clean as possible.

Viewing your bounce and suppressions

To view your bounces for the last 30 days, or your suppressions, go to Emails and then Email suppression. This screen separates between soft bounces, hard bounces and suppressions. Suppressions are email addresses that get placed on a suppression list if we record a number of bounces for that record (for example, 1 hard bounce or 3 soft bounces), which means they will not get emailed (although they are still in your account).

Click “View” to see a list of supporters in each category. Hard and soft bounces, and spam complaints, will have the date the email bounced and the reason why listed in this view.

A soft bounce is an e-mail message that gets as far as the supporter’s mail server but is bounced back undelivered before it gets to the intended recipient. It might have bounced, for example, because the supporter’s inbox is full, so it might be deliverable at another time.

A hard bounce is an e-mail message that has been returned to the sender because the recipient’s address does not work.

For supporters who have Not Opted In, there is a list of email addresses which do not have a ‘Y’ value for any opt-in questions in the account.

For supporters who have no email address, they will be randomly assigned one which ends with @noaddress.ea, and they are never emailed.

Downloading your bounce list

You can also download the whole file as a CSV by clicking on ‘Download’ in any of the sections. Once you have clicked confirm on “Are you sur eyou want to schedule a job for this?”, the file will be available for downloading in your jobs monitor. When the action has completed, you can download your results. You will then have a spreadsheet of all your bounced records.

Deleting suppressed records

You are able to delete suppressed email records from your account by using the Data & Reports > Delete feature. Use a downloaded CSV of the records you wish to delete and upload it to this feature. Read more about deleting records here.

When should you delete bounce records?

There is no set rule on this, but generally, if a record is suppressed, then this email address is definitely not working and we will no longer send to it.

Updated on May 29, 2019

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