"Suspended" Bounces

SOLVED
Highlighted
Occasional Advisor

Re: "Suspended" Bounces

The thing is...
 After 3 years, 253 posts and over 30,000 views on this thread, this problem is still obviously NOT resolved. Clearly, there is an ongoing problem here that CC is not fully addressing. Customers are dissatisfied, myself included. 

User Pete says about the response he received,"I'm afraid this is not at all helpful.  In fact, it seems rather deceitful."

 Well, I agree that the responses are not helpful, though I'm not sure the reply he received was deceitful. 

Here's what IS deceitful, IMO:
 When I spoke to CC recently, with a list of 4-5 folks who have regularly read my emails for years, I was politely and professionally told that these specific readers would be "whitelisted" for me. IN FACT, THEY WERE NOT. They continue to bounce. I have effectively been cut off from my clients, even after being assured that the problem was solved.

Fail!

Separately, but related, I filled out a popup questionnaire a few months ago, had some issues with email formatting problems. I was told to expect a phone call. Next day, CC called. I answered on the first ring, said hello and was hung up on. Never heard from you again. SMH. 

Thanks for reading :)

 


Highlighted
Employee

Re: "Suspended" Bounces

Hi @Joel829,

 

Thanks for your feedback about this, and we're very sorry for any miscommunication you may have previously received about your contacts being unsuspended.

Keep in mind that email addresses can become Suspended from any Constant Contact account sending email to it. Thus, if you've sent successfully to an email address in the past; if the contact becomes Suspended in any Constant Contact account, it will become Suspended in your account. In addition, even after a contact has been unsuspended, if the email address continues to bounce repeatedly, then it can be re-suspended. This happens when the receiving server has not been whitelisted. So it may not necessarily be any of your email campaigns that caused your contacts to be Suspended.

Please send us an email to social_support(at)constantcontact(dot)com so we can have our Deliverabillity team follow-up and look into this for you. We'll need your username, the email addresses marked as Suspended and a reference to this post. Thanks!

 


Nichelle M
Community & Social Media Support

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Highlighted
Advisor

Re: "Suspended" Bounces

Hi - That is exactly the issue.  If an email address is a problem for just one account, for whatever reason, but it is a good ongoing contact for other accounts then why do you suspend it for everybody?  Why  don't you just suspend it for the account with the problem?  I feel like I am loosing valid email contacts that I have earned because Constant Contact is being overly aggressive at scrubbing out email addresses that maybe dragging down Constant Contact's overall performance rating. 

Highlighted
Employee

Re: "Suspended" Bounces

Hello @TomK52,

 

I apologize, the suspended bounce category can be a little bit complicated. I will explain. If an address rejects an email communication with the message that it does not exist, that indicates a larger problem than what will affect just one account. Repeatedly sending to invalid addresses can not only effect Constant Contact's overall performance rating but the sending address as well. We take these efforts to ensure we are protecting the sending reputation of our customers and for Constant Contact as a whole. I hope that this helps clear things up.

 

 

-Curtis P
Community & Social Media Support

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Regular Visitor

Re: "Suspended" Bounces

I can understand this.  What I cannot understand is why I can privately email with a customer, I can forward a copy of a CTCT email to him, but when I send a CTCT to him as part of a blast, using the same email address, he does not receive it and it is listed as suspended by CTCT.

Pete

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Employee

Re: "Suspended" Bounces

Hi @BeckyT04

 

Thank you for reaching out to the Constant Contact Community. It's my pleasure to assist you today.

 

I'm sorry for the issue you are having with your bounced emails. If you can send an email to social_support(at)constantcontact(dot)com with your username, a reference to this post, and the email addresses that are valid and still bouncing we are happy to take a look and get this resolved for you.

 

Thank you for choosing Constant Contact. Have a great weeekend. 


Adrienne B.
Community & Social Media Support

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Increase your profitability by integrating your email marketing and social media.  Download this guide and learn how you can achieve great results with email marketing and social media combined!
Highlighted
Advisor

Re: "Suspended" Bounces

Hi - What keeps this confusing for me is that it always gets to this point and Constant Contact never really answers the underlying question.  Clients don't necessarily have the time to test and communicate with Constant Contact about every email classified as Suspended after every campaign.  Why are emails that are still valid and that a client can routinely reach suddenly unreachable by Constant Contact for that client's account and classified as Suspended?  Is CC 1. Suspending an email address for all clients even if the email is bouncing for just one client (maybe that client have been blocked by that email holder) 2. Constant Contact has been blocked by that email address for all campaigns from all clients so it needs to stop all attempts to reach it  3. Some other reason know or unknown?  It shouldn't be that it is simply nonexistent because you have another category for that.

Thanks

Highlighted
Employee

Re: "Suspended" Bounces

@TomK52

 

Thank you for reaching out to the Community. That is great question! An email address can get marked as Suspended after bouncing repeatedly as Non-existent. When that happens, the email address is put on a temporary hold for 15 days (suspended). During this time our system will not attempt to send any campaigns to this address from any account. If an account attempts to send to a Suspended address, it will be included in that campaign's Suspended bounce category.

 

Emails can become suspended from any Constant Contact account sending email to it. So, even if you haven't sent to an address before, or if you've sent successfully to an address in the past; if the contact becomes Suspended in any Constant Contact account, it will become Suspended on your account. You can find more information on Suspended bounces by clicking here.

 

If you are experiencing valid email addresses continually bouncing as Suspended, I would recommend reaching out to our Deliverability department and they can investigate the issue further. You can find their contact information and availability by clicking here.

 

In the meantime, if you have any further questions please feel free to reach out to us here. We are always happy to assist you in any way we can!


Taryn Leinweber
Community & Social Media Support

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Highlighted
Occasional Advisor

Re: "Suspended" Bounces

Hi Nichelle,

 Thanks for your response. 

 I have taken your suggestion and sent a list of 12 emails addresses to social_support.
 Let's see how that goes.  

 

 To your comment, "it may not necessarily be any of your email campaigns that caused your contacts to be Suspended."...

 Well, that could not have been LESS helpful! Of course it wasn't my campaign(s) that caused my contacts to be suspended. They are good emails address. In many cases, I have successfully sent to them for 3-4 YEARS. In fact, 11 of the 12 addresses I sent you have opened an email from me as recently as three months ago; some in the past 30 days (the 12th one opened 10 emails from me in 2017).

Again, these are long time regular readers and valued customers
(or WERE anyway).. 

FRUSTRATED WITH CONSTANT CONTACT!

Highlighted
Employee

Re: "Suspended" Bounces

Hello @Joel829,

 

Thank you for your reply!

 

I understand how this can be frustrating. Due to the way that bounces are sent back from the receiving side we are only given limited information as to why this happens. However, since these have bounced for non-existent or undeliverable multiple times we have suspended the addresses to protect both of our sending reputations (Constant Contact and our customers). 

 

Since you have sent an email with these addresses we will be sure to look into them and will be in contact with you shortly.

 

Thank you for your patience.

 

-Curtis P
Community & Social Media Support

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Increase your profitability by integrating your email marketing and social media. Download this guide and learn how you can achieve great results with email marketing and social media combined!
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