HOW CAN I DEFINE HOW LISTRAK HANDLES BAD EMAIL ADDRESSES AND BOUNCES?

The following options are available to determine how you'd like bad email addresses to be handled:

  • Do not handle bad email addresses
  • Use standard handling (recommended)
  • Use aggressive handling

To locate this setting:

  1. Navigate from the home menu to Manage.
  2. Go to Lists.
  3. Click the three dots on the right-hand side of a list.
  4. Click Settings.
  5. Scroll down to Subscription Management Settings.

BAD EMAIL ADDRESS MANAGEMENT OPTIONS

Message bounces occur when the mail server is unable to deliver the message to the intended recipient due to a variety of reasons. The mailbox could be full, the server may be down, the email address could be no longer in use, etc. 

DO NOT HANDLE

If you opt to have Listrak not handle any bad email addresses, you'll be responsible for managing each bounce manually. When an email bounces, it will return back to the from address. For example, if an is sent from marketing@styleco.com, every bounce that occurs will be sent to marketing@styleco.com rather than being handled by Listrak.

STANDARD HANDLING (RECOMMENDED)

Standard handling means that Listrak will manage the majority of the bounces for you so the bounce notifications will not go to the from email address inbox. The bounce emails will return to a Listrak system email address that allows Listrak to handle standard Non-Delivery Report (NDR), and bounced messages. This will capture most bounces except for auto-responders, out-of-office replies, and actual replies to the message.

AGGRESSIVE HANDLING

Aggressive handling means that the from email address will be reformatted as the Listrak system email address. Along with the mail from address being updated, Listrak will then be able to receive all replies including bounces, auto-responders, out-of-office replies, etc.

For example, the following email was sent from marketing@styleco.com, but the inbox shows the following:

LIST HYGIENE

List hygiene automatically corrects email addresses that were undeliverable due to common misspellings, such as joe@yahoo.cm or joe@yahoocom. It also corrects email addresses that have changed due to corporate mergers or acquisitions but have not been updated in the system.

The default is set to Yes. List hygiene runs within Listrak's bounce message processing system, which means an address must bounce and your Bad Email Management settings must be set to Standard Handling or Aggressive Handling.

DOUBLE OPT-IN

You can set your List Settings to require a double opt-in message for every subscriber. When double opt-in is enabled, a contact has up to 7 days to confirm their subscription. To modify the look and feel of your double opt-in message:

  1. Navigate from the home menu to Authoring.
  2. Go to System Messages.
  3. Then Double Opt-In.

ENABLE FORM SECURITY KEY

Enable form security key allows you to add an encrypted key to the subscribe and unsubscribe form key. The key will be hidden in the URL that the form posts to. It will not be included as a new field in the form.

After this setting has been enabled, any forms on this list that don't include this setting will stop accepting submitted data.  

If you want to invalidate forms that are already including a form key, you simply need to generate a new form key for the list by following the below steps:

  1. Toggle the enable form security key to YES.
  2. Check the checkbox to Generate New Key.
  3. Then click Commit Changes.

UNSUBSCRIBE USERS AFTER A CERTAIN NUMBER OF BOUNCES

Listrak will automatically unsubscribe anyone who has a certain number of consecutive general hard bounces. You may change the number of times an email must bounce before it is removed from the list. Adjust this setting to over five times is not recommended. All other types of bounces need to be monitored through the message activity report within analytics and unsubscribed as needed.

It is important to note that all unsubscribes will be added to every suppression list associated with this list. For example, if the contact has subscribed to the StyleCo Event's List as well as the StyleCo Master List, and if the same suppression list is used, the contact will be removed from both email lists.

SUPPRESSION LISTS

If you have a suppression list set up, you will be able to define if you want your list unsubscribes to be controlled by one of your suppression lists. This option will only display if you have a suppression list created in your account.

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