Number of delivered messages is higher than my sent audience groups

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The numbers of delivered emails is higher than the number of audience members that I sent the email to. Photo attached. 

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Temple University

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Posted 4 months ago

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Grey Stepp, Support Team Manager

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Hi there!   I am so sorry that we didn't get you an answer on this!   Your question didn't trigger a notification for us.  So very sorry!  

So, the number that you're seeing under DELIVERY is the amount of email that we sent out at the time of the mailing.  

The number you're seeing on each of those groups when you hover is their CURRENT numbers, so what is in the group right now, not at the time of send.  

I hope that makes sense!  Let me know if you have any other questions! 

- Grey 
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Temple University

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Hi Grey - Thanks for that explanation. The problem is, I know that the group did not lose about 5,000 people since the mailing occurred. This number discrepancy
happens each week and the delivered number is always substantially higher than the list numbers, when there have not been substantial unsubscribes or a manual change to the list. Here's an example:

Some other examples:

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Grey Stepp, Support Team Manager

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Hey there, I'm doing some digging on in this now.  Where this gets complicated is dealing with SEGMENTS.  So here's where we are:

1. Segments ALWAYS update ON SEND.  So any time you send to a segment, you are sending to the most up to date list based on the criteria of the segment.  

2. However, the numbers that show on the tabs in Audience (and in the response data when hovering) don't update in real time.  If you open up the segments tab under Audience, you'll notice that each segment has a "last run" date.   In order to update the numbers on the tabs that you see there, you have to OPEN the segment there from the Segment tab.  That date is there to show you the last time those numbers were update.  After opening, it can often take a few minutes to update those numbers.  We don't keep a live running total there because those segments take a large amount of processing power to run, and keeping the numbers in the UI live would make everything run slow as molasses!  

3. Again, this doesn't affect sending.  It's always going to send to the entire list of folks who match the criteria for the segment.  So after I found the account we were looking in, I popped into a few of those segments to have those numbers update in the grids (this does take a minute or two after opening).  Then, when checking the response data, now these numbers make a bit more sense.  







4. All of that said, if you are looking to compare those numbers, you're going to want to make sure to go open those Segments before you send.  Or, you can be reassured that the number on send is the correct number AT THE TIME OF SEND.  

I realize it's not ideal for checking those numbers, but my followup question would be whether there is a better way to collect the data that you're looking for?   Was the question just wanting to know the total sent?   Or is there some other piece of information you're looking for?  
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Temple University

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Thanks for this explanation. I was mostly concerned about the accuracy of the open rate and which number was incorrect, considering calculating the open rate from the number of delivered messages. All of these notes are very helpful as we use a lot of segments for our sends and this will be helpful for making sure our data is accurate.