What are bounces? - FAQ

In this article, we will go through what bouncing means and how you can tell what it is.

We will go through: 

• What a bounce means
• What a soft bounce is 
• What a hard bounce is 
• Studs for individuals

What is a bounce? 

When you have sent out an email, you will afterwards see in the statistics view under the bounce tab a summary of email addresses where the email has bounced, i.e. not reached the recipient. The most common reason is that your email has been stopped by the receiving server. To see the number of bounces, do as follows: 

1. Click on "Promotions"
2. Click on "Sent"
3. Select the campaign and click on the "Overview" icon.

This will take you to a view where you can select bounces as a choice and see the number of bounces for that specific campaign.
Bounces are categorized into two different categories: Soft or hard bounce. 

Soft bounce

1. Click on"Bouncing"
2. Select "Soft" in the switch
3. Here you can see all the email addresses that bounced softly.

Soft bounce means failed delivery due to temporary problems at the recipient's end, such as a full inbox or problems with the recipient's inbox provider. When you click on an email address that has received a soft bounce, you will see a yellow highlight and usually a reason for the bounce.

-When mail has bounced more than 3 times to a recipient, the address is marked red, i.e. it is considered a hard bounce. Furthermore, the address is then blocked.

Hard bounce

-A hard bounce indicates a permanent reason why emails cannot be delivered to the recipient. There are many reasons for hard bounces, but some common reasons are that the email address or domain name does not exist or that the recipient's email server has blocked the delivery of emails. To see a hard bounce, do the following: 

1. Make sure the switch is set to "Hard" .
2. Here you can search for specific email addresses
3. Here you can see all email addresses that bounced "Hard".

Studs for individual receivers: 

To find out why some mailings have not reached the desired recipient, you can use the search bar to find the reason for individual recipients. You do this by clicking on the person's email address or on the "pencil icon" on the customer card, then a red and/or yellow field will appear to mark the level of bounce along with an explanation. See example below: