A bounce occurs when an email is not delivered or rejected by the recipient's email provider.
There are two types of bounces:
Hard bounces occur when an email address does not exist.
Soft bounces are temporary failures that include reasons such as the recipient server being down or the mailbox being full.
We have thresholds in place to monitor bounce rates and if a Bounce rate exceeds the industry threshold which is below 5%, email sending may be suspended.
A high bounce rate indicates that the account is sending emails to contacts that are invalid emails. This may also mean that external spam filters are refusing to deliver emails due to bad sending behavior in the past. A good bounce rate is typically in the range of 0 - 3%.
During the email-sending suspension, only email-sending will be disabled all other features will be working.
How long will email sending be blocked?
A temporary block of 24 hours will be enforced. Users can quickly resume sending by enabling email validation. If this happens for the third time in seven days, email sending will be blocked permanently until the email validation feature is enabled.
When email sending has been suspended, you will receive an email to the account email address to take the below steps:
Please review recent campaigns, workflows, and/or bulk messages sent from the account mentioned and make relevant changes.
Stop all workflows, campaigns, triggers, and/or bulk actions to contacts who have yet to explicitly opt to receive email from the account.
Validate all contact emails to ensure you only send emails to real/working/active emails.
Please respond to the email as soon as possible with the proof of opt-in, opt-in forms/funnels, and examples of unsubscribe tags in your recently sent email.
Once you complete the email validation and respond to the email with the proof, our Support Team will follow up with you to help activate the account.
You should be able to send emails 24 hours after the resolution of this non-compliance email.
Learn more about email statistics in the help library for further clarification on this matter.
Since we are not showing any reporting on which contacts are bounced. If those contacts were uploaded from previous options, we highly recommend validating all existing contacts before sending them.
Reach out to your accounts team about enabling re-validation for 90 days.
The bounce emails will be marked as invalid emails, so you don't need to tag them as invalid emails will not be picked in the campaign/bulk/workflow.
Please review the articles in our help library for further details on dedicated sending domains
Please review our articles “Masking Sender Emails - From Name & Address” and “Email Authentication - DMARC”
Example: If you set up replies.yourcompany.com, you can send from sender_name@company.com
Please review the article in the help library for further details on Bulk Action delivery options
Please review the articles in the help library for further details.
Note: To set up double opt-in for future setup, please include a checkbox to ensure the lead gives consent when filling out the form if that's where the leads opt-in:
You can set up a checkbox like this:
By providing your name and contact information, you are expressly consenting to receive communications from COMPANY_NAME or one of their licensed agents, which may include phone calls (including to any wireless number that you provide), including automatic telephone dialing systems or by artificial/pre-recorded messages text message and/or emails for the purpose of marketing insurance products and services including health, medicare, and life insurance plans. By providing your information, you understand that your consent is not a condition of the purchase of any product or services, and carrier messaging and data rates may apply. You may revoke this consent at any time by calling us at 1-800-000-000 or emailing us at EMAIL_HERE to be placed on our do-not-call list.
Please review the articles in the help library about unsubscribe links.
FAQ:
Q1: What is a hard bounce? A1: A hard bounce occurs when an email is returned because the recipient's email address is invalid or does not exist.
Q2: How long is the email sending suspended if my account exceeds the bounce rate threshold? A2: The email sending will be temporarily suspended for 12 hours. If it happens three times within seven days, the suspension becomes permanent until email validation is enabled.
Q3: How can I reactivate my account after email suspension? A3: To reactivate, review recent campaigns, stop all workflows and bulk actions, validate email contacts, and respond with proof of opt-in. Once completed, the Support Team will assist in reactivating the account.
Q4: How can I prevent my account from being suspended again? A4: You can prevent future suspensions by validating email lists, setting up a dedicated sending domain, using double opt-ins, and sending emails in small batches.
Q5: What is a good bounce rate for email campaigns? A5: A good bounce rate is typically between 0 - 3%, and any rate above 5% may lead to a suspension of email sending.
