Posted on | December 20, 2011 | No Comments
A. First, you need to evaluate why it bounced back. Is it a hard bounce, a soft bounce or an auto-reply? Ennect has a bounce management feature, which makes this easy to do since it separates the bounces into different categories. Here is what to do for each type of bounceback:
Hard Bounce – The server was unable to deliver your message. Sometimes this is due to human error, such as a typo in the email address but often a hard bounce will never be delivered. However, due to the large amounts of spam, some email administrators are returning messages as hard bounces if they are suspected spam messages. The reasoning is that if they code it as a spam message, the spammer will keep trying different ways to get through the server, if it is coded as a hard bounce, they will generally give up and delete the address. So, before you delete or edit the email address, go through these messages to determine validity.
Soft Bounce – There are three different types:
o Transient – The server could not temporarily deliver your message.
o DNS Error – A temporary DNS error.
o Soft Bounce – Unable to temporarily deliver message, mailbox full, account disabled, exceeds quota, etc…
Most soft bounces are temporary and may be delivered with your next broadcast. If the same email address bounces back in this category three times, then you should investigate further. For example, did the person leave the company and that is why the mailbox is full? The general rule is to remove an email address if it bounced back three times or more.
Auto Reply – There are two types. You need to read these messages to learn what you should do. Obviously, if it’s a temporary thing you do not want to change anything.
o Auto Responder – Automatic email responder, Out of Office, On Vacation, etc…
o Address Change – The recipient has requested an email change. To find the current address, you need to go through the from address on your email template to find the new address. Or, you could send a message from another email address to receive the bounceback with the new address.
Blocked – Sometimes your email will be incorrectly classified as spam. To prevent this, be proactive and ask your recipients to white list the Ennect IP address (220.127.116.11.) Most spam notifications will have to be dealt with individually and you can even call the recipient for assistance.
o Spam Notification – The message was delivered, but was either blocked by the user, classified as spam, bulk mail or had rejected content.
o Challenge Verification –Typical challenges are made by Spam Arrest or similar product, so find the challenge email that was sent to you and follow the appropriate instructions for the challenges.