How to handle bounced emails

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    Handling returned or bounced emails is important for ensuring the success of future mailings. If your target list has a high degree of hard and soft bounces, your ability to reach your audience is diminished and you risk getting blacklisted by email providers 

    To succeed with any email communication it first has to actually reach the recipient. And if it does not, it is called a bounced email 

    Bounced email are considered either to be a soft bounce or a hard bounce and this status will determine how to handle these returned emails:  

    • Soft bounces refer to emails that are returned to you for a reason that are temporary. For example if the recipients mail box is full or the server has a time-out. It is possible to re-send a mailing to a recipient who has soft bounced and reach him or her later.  
    • Hard bounces means the email address does not exist. The email address is for example incorrect or the person no longer works there. Hard bounces reflects the quality of the information you store in your CRM database and will need your attention and action.  

    Typical reasons why you see har bounces are change of jobs, spelling mistakes, change of Internet Internet subscription and temporary faults in customer infrastructure.  

    Bounces show that you need to update your email address lists and remove or correct any email addresses that bounce. 

    Filter your recipients on email delivery status

    After the mailing is completed, you can filter the list of recipients by looking at the recipient mailing status. SuperOffice assigns the recipient with a status for: 

    • Sent 
    • Read by recipient 
    • Bounced 
    • Too many bounces (a soft bounce that has been resent 5 times) 
    • Error when sending (result of a wrongly configured SMTP) 
    • Duplicate 

    The recipient status is shown both in the mailing dashboard mailing reports and in the list Recipient. You will also see a reference to the status of email addresses in the recipient list when you upload this before a mailing to give you an idea upfront whether your mailing will reach the intended audiences.    

     When viewing the recipient list table, You can select all recipients who have opened the mailing for example, by setting up the filter on Opened. SuperOffice will now show all recipients that have opened your mailing. 

    When you have filtered out the recipients that have the bounced status, you can add them to a selection or a project. You can use this selection or project to change and/or delete any email addresses that aren’t correct. 

    SuperOffice Marketing helps you define the actions which should be carried out for the various return cases and even help by performing some actions for you automatically.  

    For example, all mails defined as a hard bounce are automatically excluded from your list when you send a mailing to reduce the chance of your mailings being blacklisted.  

    Further, when an email to a specific recipient can’t be delivered temporarily (soft bounce), the system will try to send the message several times automatically. If the message is sent unsuccessfully more than 5 times, the soft bounce will be defined by the system as a hard bounce and then automatically excluded from the mailing list in the future.  


    Learn how to work with your recipient list after the mailing

    Filter your recipients list

    Use the filter buttons; Sent, Bounced and Opened to filter you recipients list.