bounce count much higher than emails listed as bounced

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  • Updated 8 months ago
In one of our recent newsletter sends, Emma reported "43 bounced" under Delivery on the response overview. When I click through, only 17 email addresses show up. The same 17 emails show up when I try to export the bounced emails. Where are the other 26?
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Cedarville University

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Posted 8 months ago

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Caroline Shirley, Employee

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Hi there,

Great question! In the case of your mailing, we received 43 bounce codes, meaning your email originally bounced to 43 recipients. However, Emma will continue to try to deliver to soft bounces once every 30 minutes for up to 30 hours after an email is sent. Within this 30 hour period, we continued to attempt to deliver to those recipients again, and 26 of them completed delivery. So those 26 email addresses will now be in the "delivered" group, but the bounce count will stay the same. The 17 email addresses that you're able to pull are those that we were unable to deliver to.

This count is one of the limitations to our system at the moment, and something we're working on changing in the future. Let us know if you have any other questions!
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Cedarville University

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Thanks Caroline--this is very helpful!
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Caroline Shirley, Employee

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You're welcome, not a problem!