Internet service providers (ISPs) base a large percentage of your reputation on the number of bounces your messages incur, so it is important that you take the time to monitor them. 

1. Navigate from the home menu to Analytics.
2. Go to Message Analytics.
3. Then Message Activity.
4. Scroll to the data table and click on any underlined number in the Bounces column.

BOUNCE REASONS PIE CHART

The pie chart displays the breakdown of the top bounce methods from the message. 

EMAIL

The email field shows the email addresses of each bounced contact. You may click on the email address to view the Contact Segmentation & Personalization Data in a new popup window.

BOUNCE REASON

The bounce reason field shows if the message was a hard or soft bounce and gives a brief reason for the bounce. Here are some of the most common reasons:

  • Attachment Detected: The recipient’s mail server does not accept attachments.
  • Auto Reply: This is typically an out-of-office reply that was successfully delivered.
  • Challenge-Response: The recipient’s mail server requires a reply from you in order to deliver the message.
  • DNS Failure: The recipient’s domain name is either not configured correctly or could not be resolved.
  • General Bounce: The message bounced, but the exact reason cannot be determined.
  • General Hard Bounce: The target mail server could not find the recipient.
  • General Mail Block: The message was blocked by the target mail server and the exact reason cannot be determined.
  • General Soft Bounce: The recipient’s mailbox is either full, disabled or being queued for delivery at the target mail server.
  • Invalid Address: The email address was returned a specific simple mail transfer protocol (SMTP) code.
  • Mailbox Full: The recipient’s mailbox is over quota. 
  • Message Too Large: The size of your message was bigger than allowed by the recipient.
  • Relay Denied: The target mail server was unable to relay your message to another mail server. This typically happens when a recipient’s email is being forward to another email address.
  • Spam Detected: The message contained a text or attachment that had filtered items contained therein.
  • Transient Failure: The message could not be delivered due to routing or networking issues on the internet or the target mail server’s internal network.
  • Unsubscribe Request: Listrak has removed the recipient that replied to your message wanting to be removed from your list.

BOUNCE DETAIL

The bounce detail field shows additional information regarding why the message bounced, such as the bounce code.

BOUNCE DATE

The bounce date field shows the date and time the message bounced.

BOUNCE COUNT

The bounce count field shows the total number of times a contact has bounced on any message on the list the contact has been sent.

BOUNCE DETAILS FOR CONVERSATIONS

You can also view bounce details from a conversation perspective by drilling further into the bounce data in the Conversation Analytics (Analytics > Conversation Analytics). 

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