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How to manage bounced emails

  • 14 December 2021
  • 6 replies
  • 421 views

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HI,

during the last email campaigns the number of bounced email addresses keeps increasing to a level of around 6% as opposed to earlier days(close to 0).

What’s the best way to mitigate this problem respectively how to resend successfully to the addresses?

Thanks 

Hanspeter

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Best answer by stephen.trumble 14 December 2021, 20:00

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Userlevel 6
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Hey @Hanspeter 

Thank you so much for coming to the Klaviyo Community for help with your bounced emails. 

How you handle resending a campaign will depend on whether or not these were Hard or Soft bounces. If they are hard bounces you will not want to resend this campaign to them as it can negatively impact your deliverability. If they are soft bounces because either their inbox was full or there was an issue with the server at the time of send, you can resend one at at time by going into their profile or from the Recipient Activity view of a message. The link I included previously will walk you through how to resend the emails to your customers. Keep in mind that the best way to reduce your bounce rate is to complete a list cleaning.  This article will tell you how to clean your lists and maintain strong deliverability by identifying and suppressing unengaged profiles. Cleaning unengaged or inactive profiles from your list improves a number of aspects about the quality of your list. This is crucial to maintaining good deliverability. 

Hope this helps get you back on track! Thank you so much for being part of the Klaviyo Community!

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Hi Steven,

thanks for your answer - will try to apply your recommendations 

Best  

Hanspeter

How can we remover soft bounce from suppressed in one time ? Do we have to remove the suppressed status manually for each profile ?? thanks ! 

Userlevel 6
Badge +52

Hey @marionbrtn 

Thanks for asking a great question on soft bounce email addresses on your suppressed list. 

The is currently no automatic way to remove all your soft bounce emails from suppression. This is because Klaviyo will automatically suppress any emails that soft bounces 7 times consecutively. Soft bounces are often temporary issues on the recipient's end (i.e server time out, filtering, inbox full, and many more). However, emails that were suppressed for 7 consecutive soft bounces should not be skipped when it comes to transactional emails.  You can remove their suppression manually, however, please note -- you'll want to be 100% sure that the user wants to opt them into all communications.

Hope this helps!

Hey @marionbrtn 

Thanks for asking a great question on soft bounce email address on your suppressed list. 

The is currently no automatic way to remove all your soft bounce emails from suppression. This is because Klaviyo will automatically suppress any emails that soft bounces 7 times consecutively. Soft bounces are often temporary issues on the recipient's end (i.e server time out, filtering, inbox full, and many more). However, emails that were suppressed for 7 consecutive soft bounces should not be skipped when it comes to transactional emails.  You can remove their suppression manually, however, please note -- you'll want to be 100% sure that the user wants to opt them into all communications.

Hope this helps!

Thanks for your reply ! So you confirm soft bounce are people who bounced 7 times ? Are they all excluded from my emails from now on ? Is there a way for them to be reintegrated automatically in my flows/campaigns if they for instance clean their inbox or desactivate holiday messages ?

Thanks a lot

 

Userlevel 7
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Hey @marionbrtn,

Just wanted to share a correction. Although transactional emails will be delivered to contacts who are suppressed because they have opted out of your marketing emails; this does not extend to contacts who have marked your email as spam or have hard bounced. This includes those users who have soft bounced 7 consecutive times to equate to a hard bounce. 

This is also called out in our How to use flows to send transactional emails Help Center article:

Note that even customers that are suppressed receive transactional emails; the only exceptions to this are if the suppression reason is due to an email bouncing too many times, the email was invalid, or the customer previously marked a message as spam.

Going back to your question, we also don’t suggest manually removing the suppression marker for profiles. Unless they’ve reached out to you explicitly to want to resume receiving marketing materials from your brand. 

In fact, customers can automatically resume communication from you if they’ve previously been suppressed by resubscribing through a Klaviyo built signup form. This would extend to those who have soft bounced too many times and are suppressed due to having hard bounced. 

David

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