FAQs

Q1. What makes an Email soft bounce or hard bounce?

Soft bounces show that the address is valid and present, but that it was unable to be delivered. The causes can be, the inbox of the recipient is full, the mail server is not accessible, etc.

Hard bounce may occur due to the following reasons, blocked email address, invalid or non-existent email address, recipient mail server issues, over-quota mailbox, DNS configuration issues, etc.

Q2. What is the reason for Emails landing spam folder?

Numerous factors can lead to popular inbox providers like Gmail, Yahoo! Mail, Microsoft Outlook, and Apple Mail classifying your Email campaigns as spam. A few common offenders include sending bulk emails frequently, using the wrong DKIM and SPF settings, and not warming up the domain IP address before sending emails.

Q3. Why Email Notification may not get delivered?

Here are several reasons for which you may not be able to deliver your Email Notifications:

• Frequency Caps: This failure occurs when the frequency cap limit is exhausted. It depends on parameters that are measured daily, weekly, monthly, or over a lifetime. Users whose frequency cap value is >0 will receive your engagement. To learn more about Frequency Caps, click here.

• Personalization Failure: This failure indicates that the engagement failed to send while replacing the personalizing parameters with the actual value stored in the users profile. Use Case: Suppose there is a user in a segment with no premium amount registered. You create engagement for that segment of users using a premium amount macro with an expiration date. The user with no registered amount will not receive the engagement as that parameter does not exist in his/her stored profile.

• Hard Bounce: Hard bounce events from ESP will be displayed here, when they occur for a particular email. When it comes to sending emails, bounces are a pretty common metric, so it will be shown separately as a reason. If we receive a hard bounce, it means that either the address is invalid or the person has blocked the sender. Therefore, the user's email address must be marked as unreachable for further communications.

• Dropped: The majority of ESPs report dropped events. An email maybe dropped because the user unsubscribes or is on the blacklist.

• Soft Bounce: Soft bounces indicate temporary failures. ESPs report soft bounce as a separate event in webhook.

• Insufficient Credits: If the ESP quota limit has been reached or there are not enough credits available with the client, it will fall in this category.