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Braeside · ‎10-12-2016

Hi Amber, Thanks for trying to explain Suspended emails but the formal CC explanation is extremely confusing and really not much help at all as evidenced by the large number of posts that continue to ask for clarity. I'm hoping you can answer a few questions I continue to struggle with. If Suspended email address are supposedly Non-Existent email addresses then why would I see an email address in my account show as Suspended without ever having been in the Non-Existent category first? If an email address is on a 15 day hold and a send attempt is made, does that start the 15 day hold all over again from the date of the new send attempt or will the hold continue to expire 15 days from its original hold date? In reality, if an email address is Non-Existent, than even after 15 days it still shouldnt exist. However, I've seen many instances of valid email addresses being classified as Non-Existent and then work the next time a campaing is sent. So really, whats the point of the Suspended hold? Is there any way to opt out of Suspended classifications as I trust my own judgement on what to do with bounces better than a faulty algorithm? At some point CC places Suspended email addresses on indefinite hold but never communicates that new classification and as such we spend unwarranted time trying to decipher the validity of email addresses within the Suspended category. Are they on a 15 day hold or are they on an indefinate hold? There's no way to tell. As such its impossible to manage Suspendeds logically. The only solution given to us is to delete all the Suspended emails from our accounts and risk wiping out our contact list based on erroneous information from CC.

Braeside · ‎12-04-2013

That's a ridiculous solution. I tested it out and it worked, but the extra steps needed to just remove a contact without unsubscribing them is silly. CC is assuming users are incapable of making correct choices. I'm sure you have reports showing that it may have been an issue in the past but as an ecommerce manager, I know that the majority of the mistakes that users make are issues with the way a website is structured and it's content that dont lead the user to the correct path. Instead of making the process more cumbersome by forcing the tagging of contacts that one wants to "remove" a better option would be to give both a remove and unsubscribe option as you previously did with better definitions and a verification pop-up as the safe guard. I think if CC nomenclature was more standardized and clear then removing and accidentally re-adding contacts would be less of an issue. As an example, with the new UI, within the Contacts area if I select one or more contacts and hit "Delete" your saying that I am actually unsubscribing them. However, you say that if I tag them first and then hit "Delete" from within a tag list I'm "removing" them and not unsubscribing them. And then within Bounce Management, "remove" now has the definition of "unsubscribe". Shouldn't "Delete", Remove" and Unsubscribe" have some common meaning across CC contact management processes?

Braeside · ‎12-03-2013

When managing bounces, we used to have the option of either unsubscribing a contact or removing them from our list. Now we can only unsubscribe them. That's horrible. If I go to the Contacts section, prior to actually going into a contact's record, there is an option to Delete a contact. What does Deleting do? Is it removing or unsubscribing. Once in a contact's record, it appears the only option is to unsubscribe. This is getting really difficult to figure out.

About Braeside

Re: Suspended Bounce Category Overview

Re: Remove v. Unsubscribe v. Delete

Remove v. Unsubscribe v. Delete