I have a friend who's been receiving and opening mine for years and she has the same email address. All of a sudden it's showing up as a bounce. Why??
Hello @FayP3. Was this email address showing up as a suspended bounce or a different type of bounce category? We have a few different categories that a contact can fall under when their email address bounces. Here is a list of these bounce types, what they mean and what action you can take for them.
I just chatted this same question to a CC rep. Here's what I learned. Hope this helps!
David S: Hello Alison, thanks for coming into chat today. Understanding your bounces is important, so I'm glad you came that question. Essentially, what the 'suspended' bounce category means is that a contact was bouncing as 'non-existent' too frequently, so our system put it on a block list, meaning that we are actually not sending email to 'suspended' contacts. We do this because if we continually sent email to contacts that bounced as 'non-existent,' many major email servers and ISPs would block ALL Constant Contact email.
You: Can you tell me how many "tries" you allow before putting an email on your suspended list?
David S: Of course. So the way it works is that the first time the email bounces as 'non-existent,' we put them on a temporary quarantine for 15 days, just to ensure that if there are temporary issues with the email address, such as a server being down. After the 15 quarantine, if the contact continues to bounce as non-existent, we change their status to 'suspended.'
Hi @BarbaraH72450, @BioZyme and @BonnieW64,
I want to clarify how this works. Suspended is a way to identify the email addresses that no longer exist. These are addresses that have bounced as non-existent multiple times. This is to prevent you from sending to a dead address over and over which can hurt your sending reputation and prevent legimate emails from being delivered.
I think I understand how this is "meant" to work, but we have a lot of suspended emails that my whole company emails individually on a daily basis.
Constant Contact is the only system that says they don't exist.
Is there a way around this problem without having look at each individual address or is it better to just send our emails from our company's email instead of Constant Contact?
Thanks for the reply @AllisonS712.
If the contacts are all on the same domain it could have been a network issue. Although it's possible that another Constant Contact customer would also be sending to one or two of those addresses, it's not likely for a large number like you mentioned.
It would be best to give our delivery team a call for help sorting this out. It might be a matter of having your IT team whitelist Constant Contact to make sure all future emails are delivered.