Bounce report errors

Regular Participant

Bounce report errors

Why is an email listed as undeliverable repeatedly when the email history shows the emails marked were opened and links clicked on? This inconsistency happens often enough that I am not comfortable removing addresses without researching each bounce's history - a very, very time consuming, non-value added activity.



Thank you for reaching out to the Community. I can certainly understand wanting to manage your bounces based on proper reporting.

I popped into your account and checked the reporting for your campaign sent today and saw two undeliverable bounces. I see the engagement you are referring to that is showing as bounced as well as clicked on and opened by a contact.

I had the deliverability team take a look at this campaign and they even pulled the log for the campaign to check for any issues. The log did indicate your campaign did deliver to this contact. The deliverability team confirmed the receiving server is telling us the campaign is bouncing when it is actually delivering.

Keep in mind when an email address bounces, the Internet Service Provider (ISP) sends back a reason, telling us why it bounced. It may sound simple, but it can be complicated because different ISPs and different types of mail servers all use different "response codes" to let us know why the email address is bouncing. We attempt to categorize the bounce into one of seven different bounce types to help you determine how to handle it.

Mary S.
Community & Social Media Support

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