Listrak believes in keeping lists clean, and that the quality of contacts is more important than quantity. Any contact who has asked to be removed from the list should be unsubscribed, but it is also important to keep an eye on bounces. This guide provides an overview of how and when to unsubscribe contacts based on bounce status.


  1. Navigate from the home menu to Analytics.
  2. Go to Contact Analytics.
  3. Then Bounced Contacts
  4. Click the export icon on the top right-hand corner of the page.
  5. Select an export type (.csv or .xls).
  6. Do not include segment data.
  7. Select to have the report emailed to you or download it immediately.


In the exported file, 

  1. Sort on Bounce Reason.
  2. Then by Bounce Count.

3. Then, allow all of the following reasons to remain on the spreadsheet:

  • General hard bounces
  • Invalids
  • Challenge Response
  • Relay Denied
  • DNS Failures
  • Transient Failures
  • Any other Bounce Reason that has a Bounce Count higher than 8
  • Only remove Soft Bounces and Mailbox Full reasons with counts under 8.

4. Save the file.


  1. Navigate to Listrak.
  2. Navigate from the home menu to Contacts.
  3. Then Import List Wizard.
  4. Select Unsubscribe Contacts.
  5. Select a File.
  6. Click Next Step.

These contacts have now been unsubscribed from the list. You will not be able to re-import them to this list but they can be added back manually if needed.

Repeat this process every few months to keep the list clean. This process is unique to each list so be sure that the list on which you want to work is the current list.

If someone is unsubscribed from your Marketing List, the Shopping Cart Abandonment and/or Post Purchase lists will not be affected. 


Use the trash can icon to remove individual contacts.


Listrak will automatically unsubscribe the following:

  • Invalid addresses
  • Abuse complaints
  • General hard bounces

Below is a list of common bounce reasons:

  • Attachment Detected: recipient’s server does not accept attachments
  • Auto Reply: typically an out-of-office reply which was delivered successfully
  • Challenge-Response: recipient’s server requires a reply in order to deliver the message
  • DNS Failure: recipient’s domain name is incorrect
  • General Bounce: the message bounced but the exact reason is unknown
  • General Hard Bounce: the server could not find the recipient
  • General Soft Bounce: recipient’s mailbox is either busy, unavailable or disabled
  • Invalid Address: a bad email address
  • Mailbox Full: recipient’s mailbox is over quota or the message is too large to receive
  • Relay Denied: the server was unable to relay the message to another server
  • Spam Detected: the message had content that did not pass the spam filter
  • Transient Failure: an issue with routing or networking with the recipient’s server
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