Managing and rectifying bounced emails in your database
This guide explains what bounced emails are and how to address them. The FAQs below address common questions about Artlogic's bounce management tool.
What are bounced emails?
Bounced emails are addresses that could not be delivered successfully to recipients of marketing campaigns. There are two types of bounced emails: hard bounces and soft bounces.
If you have a lot of records in your Bounce Management feature, it's important to remember that 2,000 records does not equal 2,000 people. The logs represent failed emails, so one can have several failed emails to one email address.
It is important to manage your bounced emails as having too many can affect your sender reputation, leading to your newsletters arriving in your recipients' spam folders. This is explained further in the following guides.
Click here to learn how to boost your sender reputation
Click here to learn about why your mailing campaigns might be recognised as spam
The Bounce management tool
Find the Tool
- Log into your database.
- Go to Sales and Marketing.
- Email Marketing Campaigns.
- Email logs & analytics.
- Email bounce management.
- It may take some time before all bounced email activity is displayed. When it finishes loading, you'll see all bounced emails and the reason for this as generated by SendGrid (our email service provider).
What do the 'Server rejection messages' mean?
These messages are generated by the third-party email delivery service we use called SendGrid. They refer to the reasons why an email may not have been delivered to a client. Because we display SendGrids reports in the system they may look as though they're coming from our own system. This means we are limited in the support we are able to provide for each specific message.
It is worth checking out Sendgrid's website for more detail on these messages.
For example, see this article for more information about Sendgrid: https://support.artlogic.net/hc/en-gb/articles/360009929999
Remove selected bounced email addresses
Tick the email addresses you would like to remove and click 'Perform selected action'.
Clicking 'Continue' will remove the bounced email address from the main email address field for the selected contacts. The bounced email address will be retained and visible in the preview pane for these contact records, along with the reason for the email bouncing.
There is an automatic mechanism on the email server, which puts email addresses that have resulted in permanent failures into a 'Bounced emails' list. This means that emails will not be sent to them again. Therefore, by clicking 'Perform selected action' you are synchronising your database with the current list of blocked emails on the email server.
Automatically 'ticked' bounced emails
Some email addresses may already be ticked. The system recognises emails that will not be able to receive emails and automatically ticks these as suggested emails to remove.
How to find the contacts with bounced/disabled emails
From the Contacts section
- Using the Advanced search, you can narrow your Contacts list screen by 'Bounce reason', 'Disabled email', and 'Date email disabled'.
From the Bounced management tool
You can use the 'Find Contacts' button on the 'Email bounce management' page to find bounced contacts' emails.
Copy the following URL into your browser, changing 'AccountID' for your organisation's Account ID: https://app.artlogic.net/AccountID/admin/utils/email-bounce-management/.
This will allow you to locate the Contact records for the 500 responses listed on the page and to modify them as you require or export their details.
SPF (Sender Policy Framework) are digital signatures for clearly identifying the sender of a mailing. If you believe your SPF needs assessing, we recommend that you ask your IT expert to help you with this.
Read more about this here: SPF information
Bounce management FAQs
Click here to read our frequently asked questions about bounced emails and the Bounce management tool.