Managing Email Bounces

You can view and manage bounced emails to help maintain a clean contact list and improve deliverability. This helps keep your contact list accurate and ensures future messages reach valid addresses.

View email bounces

1. Navigate to Dashboard > Marketing > E-mail.
   
2. Click Bounces at the top of the page.
   

The Bounces page lists all contacts whose emails could not be delivered.

Understanding bounce types

Hard bounces

A hard bounce means the email could not be delivered permanently.
Common reasons include:

• The email account doesn’t exist.
  
• The domain name is invalid.
  

A contact with two or more unresolved hard bounces is automatically excluded from e-mail marketing sends. Check and correct an invalid address before resolving the bounces.

Soft bounces

A soft bounce is a temporary issue that may resolve itself.
Common reasons include:

• The recipient’s mailbox is full.
  
• The mail server was temporarily unavailable or timed out.
• The remote server was busy.
• The message was flagged as spam (spam trapped).
• The sending domain or IP was blacklisted.
  

A contact with four or more unresolved soft bounces is automatically excluded from e-mail marketing sends. Investigate the delivery problem before resolving the bounces. A contact is excluded when either the hard-bounce or soft-bounce threshold is reached.

Update and resolve bounces

First correct the email address or confirm that the delivery problem has been resolved. Resolving bounces resets both unresolved bounce counts to zero. It does not change the contact’s subscription status or guarantee inclusion in a campaign; other recipient filters still apply.

1. Edit the E-mail Address field with a valid address.
2. Click Update / Mark As Resolved to save and resolve the bounces.
   
   • If Resend Last Sent Message on Update is enabled, Oncord will resend the last message automatically.
     
3. Once the contact’s email is corrected, the contact will be removed from the list.
   
4. You can also manually mark a contact as resolved by clicking the three-dot button beside the contact and selecting Mark Resolved.