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Having issues with an account which was merged.  Scenario:

  • Old account is suppressed due to an email bounce.  The email address had a typo in it.
  • New account is active with corrected email address.
  • Customer set up a new account rather than correcting the error & customer has been using new account for a few weeks, receiving emails and is subscribed
  • Merged old account into new account to carry over historical data
  • New account is now “Suppressed Due to Bounce” even though this account has a proper email, customer receives and opens emails regularly.
  • No way to remove suppression.

 

Hey @cdetdi 

I’m asking one of our deliverability and compliance experts on the best path forward for this customers profile. I will have an answer shortly for you!

Hey @cdetdi 

I just verified with my teammate from D&C and the only way to resolve this issue is to contact our support team let them know the same details you shared here and request the suppression to be removed. They will be able to help you best!

Thanks.  Can you or have you put in a feature request for this scenario?  Seems like there should be some logic around if the bounce suppression gets carried over to a profile that is interacting with emails.

Hey @cdetdi 

I will put in a request on your behalf for the product team to evaluate!

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