Bounces & Suspensions

2 minute read

We’ve recently added more detail to our bounce and suspension reports within, so here’s a brief summary of those changes along with a little insight into the ‘how and why’ of failed email delivery.

When in the ‘Track’ section, you can now see full details of email addresses that have bounced by clicking on the number of bounces:

This will provide you with a summary of when each bounce occurred, some contact details to allow you to track down your subscriber, and the official email bounce code with which your email was returned. We’ve got more information on the meaning of these bounce codes available on our help pages.

Ultimately we receive two kinds of bounce: hard and soft. Soft bounces imply that delivery is not possible at present, but may be in the future (e.g. mailbox full). If we receive too many of these over a period of greater than two weeks (enough for instance to let a holidaymaker return and collect their email) we mark the email address as suspended. Hard bounces imply that delivery to the intended address can never work, and we mark those addresses as suspended immediately. Suspension isn’t permanent, and suspended addresses aren’t chargeable. For more information, visit our help pages on Bounce & Suspension Policy.

You can view or download a list of your suspended email addresses or mobile numbers at any time from the ‘Capture’ section; just follow the ‘Suspended Subscribers’ link. We’ll show the last bounce or SMS failure report and time for each subscriber, so it’s easy to trace what happened when.