Last update: 17-08-2023
A bounce is an email that has been returned because it could not be delivered to its recipient. Usually the server informs the sender of the reason why the email did not arrive (you can check it in the sending statistics of the platform), but sometimes it does not provide details.
There is a chance that a valid address will appear as a bounce in your email marketing statistics. You will need to analyse the type of bounce to see what options you have to fix it.
Soft bounces are usually caused by full mailboxes, out of office accounts or temporary server downtime. We do not have to worry too much for Soft bounces, as the platform will continue to send the next campaigns to users marked with that type of bounce.
The problem appears with Hard bounces. When an account is marked as a Hard bounce, it is automatically deactivated from your Acrelia News list and the platform will not try to send any campaign to it again. Hard bounces can be caused by several reasons:
The account has been deactivated
This can happen if the subscriber uses a corporate email and stops working in that company. The company will deactivate the email and therefore we will not be able to continue sending messages because they will never arrive.
Problems with internal firewall or anti-spam filters
As we mentioned in another support article, My subscribers are not receiving my mailings, it is possible that a company's internal firewall or an anti-spam filter is interfering with the deliverability of your campaigns. If the anti-spam filter or firewall is very strict, it is possible that the server does not allow the delivery of mass mailings, therefore, the platform may classify it as a Hard bounce. In this case, the platform will indicate that the reason was "content denied" or "unspecified" if it does not have this information.
Repetition of Soft bounces
If you have made several sends to an account marked as a soft bounce and it fails to deliver your campaigns, this soft bounce will be marked as a hard bounce.
If you normally interact with an address that has ended up as a Hard bounce, please contact our team so that we can reactivate the user and analyse the exact reason why this account appears as a bounce despite being valid.