About TomK52

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 ... View more

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.  ... View more

Thank you - that is clearer. ... View more

Hi - I am still confused about this term? Isn't there already a classification of non-existent in the bounces? What is the difference between a contact that remains classified as a non-existent and one that you say is non-existent and then becomes a suspension? ... View more

A problem is that with a very large list you don't have time to analyze every contact that gets classified as suspended and request special handling. The problem is that the reasons for a contact becoming suspended are very vague, hidden and out of our control even when the issue is unrelated to our account. ... View more

How can you tell the difference between a Suspension that is in quarantine and one that is permanent? I want to continue to clear out contacts in our account that will no longer be sent but I do not want to delete some that may only be temporarily suspended? I do not see anywhere that you distinguish between the two types that is visible to a client. How can we delete only permanently suspended contacts? Thanks ... View more

Hi Caitlin - Thank you but that was not my question.  The question is when an email address is classified as Suspended how can you look at it and tell whether it is suspended on a temporary hold or suspended on an indefinite hold because it appears that it could be either situation? Thanks, Tom K. ... View more

  Hi - I would like to remove suspended email addresses that are in the indefinite hold category.  I do not want to remove suspended email addresses that are in the 15 day hold category.  If an email in the 15 day hold category can be called Suspended and and email in the indefinite hold category is also called Suspended how can I tell the difference between them so that I only remove Suspended emails that are assumed non-existent and placed on indefinite hold?  You seem to be using the same name for two different set of circumstances. Thanks     "temporary hold for 15 days. During this time, our system will not attempt to send any campaigns to this address from any account. When an account attempts to send to an address in this state, the address will be included in that campaign's Suspended Bounce Category".   "assumed non-existent and placed on indefinite hold. During this time the email address will continue to appear in the Suspended bounce category in campaigns that attempt to send to it." ... View more

Hi - I understand what you are trying to do but I think your own terminology is confusing the issue.  We have a large list and I have been spot checking my Non-Existents and Suspendeds and have had no problem deleting them because they were not opening emails or they were bouncing.  My problem is precisely understanding what you mean by your terms.  Non-existent is an absolute term but you say you will try again in 15 days so it may or may not truly be non-existent.  If someone tries to send it within those 15 days it becomes Suspended but apparently not permanently blocked yet.  If it bounces again after the 15 days the definition of Suspended changes to permanently blocked.  So if I see the term non-existent that is only a maybe.  If I see the term suspended it may or may not be permanently blocked.  One thing that would make it clearer is just use one definition of the term suspended.  If something is permanently blocked just call it blocked rather than change the definition of suspended. Thanks ... View more

Hi Marissa R -   I understand what you are saying that Non-existents are supposed to be in Recommended for Removal but it appears to be in direct contradiction to what Samantha O said on 4/9 "You are correct when you say that a Non-existent bounce should not be showing under Recommended for Removal.  Since this bounce category will only show the first time a contact bounces as non-existent.  Bounces within the "Recommended for Removal" category should show as the suspended bounces."    This whole process sounds rather confusing especially when what happened in someone elses account can effect the contacts in my account.  Maybe they were intentionally blocking emails from that other person's account but do not have a problem receiving emails from me.  It seems like it would have been much simpler, and similar to what I have seen elsewhere, that if you send out an email to a contact that bounces x number of times in a row it needs to be removed so that it will damage the quality of the list or the ISP.  I understand the difference between hard and soft bounces but I am now confused by the process.    Thanks ... View more

Hi - We just sent out an email today(4-23-15) and almost all of the Recommended for Removals are "Non-Existent" emails and not Suspended.  There are also a few Undeliverable emails within the Recommended for Removal.  If I understand this correct the category of Non Existents have only bounced once and the only category that should be showing up in Recommended for Removal are the emails that have bounced multuple times which are called Suspended.  Is that correct? Thanks ... View more

When I look at a contact categorized as Suspended in the Constant Contact's suggested "Recommended for Removal" group how do I tell if it is in the temporary hold category or the indefinite category?  I may not want to delete temporary hold contacts that have not been a problem for me but have bounced on someone elses list for some reason.  What is the meaning of "indefinite" in this situation and how does it differ from permanent. ... View more

I have been reviewing the Suspended contacts as well and the ones I have looked at don't seem to fit the explanation.  I have been deleting all the "recommended for removal" contacts after each email is sent so that nonexistant contacts do not stay on my list.  Not one of the new suspended contacts I have reviewed show a previous bounce going back as far 10 months and many emails.  However, they are not productive contacts because they are also not engaging the emails with opens or clicks.  It looks to me like there may also be a portion of the algorithm that includes whether or not the contact has been opening the emails which is not necessarily a bad thing.  It would be useful to find out what the rule is since we have some customers that have been receiving emails regularly without buying anything for a long time and then suddenly start buying again. ... View more