The Artlogic Email bounce management tool helps you to administer and tidy your emailing list. For full information about managing your bounced emails, see this guide on Bounced management.
What are 'deferred' emails?
SendGrid will reattempt delivery of a 'deferred email' on behalf of our clients for 72 hours from the time of the first deferral, after which time the email address will be placed on 'Block Suppression' list for that mailing campaign. https://sendgrid.com/docs/glossary/deferrals/
- You can learn more about different types of suppressions here: https://sendgrid.com/docs/ui/sending-email/index-suppressions/#different-types-of-suppressions
- To access a complete guide of SendGrid terms, please see this page: https://sendgrid.com/docs/glossary/
Does the system stop sending emails after a certain number of attempts?
Yes, after 72 hours SendGrid will refrain from attempting to deliver that email.
What are 'hard' and 'soft' bounces?
- Hard Bounces
- A hard bounce is an email message that has been returned to the sender because the recipient's address is invalid. A hard bounce might occur because the domain name doesn't exist or because the recipient is unknown. If an email is on the bounce list, we will auto drop any future requests to this email address.
- Soft Bounces
- A soft bounce is an email message that gets as far as the recipient's mail server but is bounced back undelivered before it gets to the intended recipient. A soft bounce might occur because the recipient's inbox is full.
How do I identify 'hard' and 'soft' bounces in Artlogic Mailings?
While it's true that we don't explicitly label bounced emails by hard- and soft- bounces, it's fairly safe to rely on the SendGrid definition that hard bounces are registered by a **5XX** codes (like 550s for example) and soft bounces by a 4XX codes (like 404s for example).
"200 responses are usually success responses, and 400 responses are usually deferrals. SendGrid continues to retry resending 400 messages for up to 72 hours. 500 responses are hard failures that are not retried by our servers."(https://sendgrid.com/docs/API_Reference/SMTP_API/errors_and_troubleshooting.html)
Are hard bounce emails automatically removed from the mailing list?
Contact records in your Artlogic database will not be automatically updated by the system. However, the mail server will protect your sender reputation by not sending emails to those addresses which have responded with a 500 response and 'drop' them instead:
[https://sendgrid.com/docs/glossary/drops/](https://sendgrid.com/docs/glossary/drops/) need to administer that Contact record in your database and investigate the correct email address for that person. Our Email bounce management tool will automatically select the checkboxes for all 500 responses. You can either select Perform selected action button and immediately resolve those 500 responses or you can select some additional 400 soft bounce responses you wish to resolve from your list and then select Perform selected action. The system will disable all the emails in your selection by removing the email address used for mailings and adding a note listed in the Contact record.
How do I export my bounce report?
You could use the Find Contacts button on the Email bounce management page to export your data. This will allow you to locate the Contact records for the responses listed on the page (a total of 500 responses will be listed per page) and then export their details or modify them as you require.
The explanations for the error messages are not useful. Asking us to Google these messages doesn’t feel like an adequate level of support. We're sorry that we can only provide a limited level of support for this section of the database. Because we display SendGrids reports in the system they may look as though they're coming from our own system, but we can only display the information they provide. Hopefully, the information we can provide you with will prove useful.
Do we need to create our own bounce rules?
No, that's not necessary. The rules that are already applied are controlled by our team and applicable to all our clients.
Our development team administers these rules and if you do spot something unusual then please do let us know. Contact us using the 'Request new rule' link listed with each response. We welcome feedback from you!
In the Bounce report (Email Bounce Management section), some emails are listed over 10 times. Why is this?
In the event that an email address is listed multiple times, this may be because they've been sent multiple emails from the system or this might represent the attempts made to deliver the email by SendGrid.
Shouldn’t the system time out and stop sending after a certain number of attempts?
Yes, after 72 hours SendGrid will refrain from attempting to deliver the email.