When an email can't be delivered to a particular email address, a bounce error is generated. Bounce errors can be the result of either a permanent or temporary failure to deliver, depending on the root cause.
There are two types of bounces:
A hard bounce is generated when the recipient's email address is invalid. The address may be misspelled, may not exist or has been deactivated (ie: the recipient is no longer at that firm).
A soft bounce is generated when an email is denied delivery by the recipient's mail server. These bounces usually occur when either the sender or the email itself has been flagged by their server's security settings, though sometimes connectivity issues with the server are the cause.
How am I notified?
When you send an email to your Street Contxt lists (or via tracked email) and it bounces back from any of the recipients, how you are notified depends on your company's setup, which is one of the following*:
- Street Contxt does not manage your bounce notifications. Those notifications are sent directly to you, the sender, from the generating mail server in real-time.
- Street Contxt manages your bounce notifications. Hard bounces are indicated in real-time on your Email Insights page (click here for more details), while soft bounces are compiled and sent to you in an email notification the following morning ("Delivery Issue - Bounce Notification").
*if you're unsure as to which set up your company uses, please contact our Help Desk.
When I receive a bounce notification, what do I do?
Your lists and My Contacts page should be regularly cleaned of contacts with hard bounces to ensure a solid sending reputation with ISP's. Click here for steps on how to remove contacts from your lists.
If you generate a soft bounce from a contact with a valid email address, it may be a one-time error. If the address repeatedly bounces back email, have the contact report the matter to their firm's IT team for further investigation. If you ever need further assistance with investigating or managing bounces that are managed by Street Contxt, please reach out to our Help Desk.