Hard and Soft Bounce

Bounces can be soft or hard. These are email addresses to which email delivery has failed. This can happen if the receiving server is busy or is not responding, or if the email address is invalid (or doesn't exist).

The system does try to resend the emails (in case the servers our temporarily busy), and stops only after a few tries.

Since soft and hard bounces affect the reputation of our sending IPs which in turn affects email delivery, these are added to the Global Suppression List so that no emails are sent to these addresses in the future.

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5 Comments

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    Howard Lee Harkness

    I've gotten "hard bounce" notifications with email addresses that I know for a fact to be valid and have no trouble receiving the emails that I send from another address. One was from a close friend, and I ended up with a kludge work-around by setting up a dedicated forwarder just for him so that he could get my newsletter. Yet when I asked about restoring any of those addresses (which I personally verified), you told me that you would not let me remove them from the global exclusion list (if I could do that, the potential subscriber could at least try signing up again). That seems a bit harsh to me.

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    Mark Klobcar

    Hi!

    In our case there are also some e-mail addresses that landed in Global suppresion list but are otherwise OK, as I can send and receive e-mails to and from them via Outlook.

    If I delete entire Global suppresion list, is ti possible to upload the valid e-addresses again? Would mailing campaigns be sent to these e-mails?

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    Raymond Dwyer

    A hard bounce is when a server responds back to us and says that the address does not exist on their server. OR, our server can't even find the domain. Hard bounces are removed instantly.

    A soft bounce is when a mailbox full or the receiving server is busy, try again later. If we get 3 consecutive soft bounces, the address is then marked as hard bounced and removed, this is all automatic. 

    Please remember this .... If we keep re-trying a hard bounce address, our IP's get's blacklisted. We HAVE to remove hard bounces on the 1st occurrence.

    Since sending to those addresses would affect the reputation of our sending IPs (and in turn, the delivery of your emails), they're added to that list.

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    Garydcollier

    How far apart are the additional attempts sent in the case of soft bounces? 

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    Raymond Dwyer

    Hi Gary,

    The system does not resend the same campaign email again, it tries to send your next campaign and if the second one also soft bounces the system will try to send your next campaign before it marks it as a hard bounce.

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