What are bounces?

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I'm seeing that there are both hard and soft bounces in my latest campaign's response. What does this mean?
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Ben Vance, Alum

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Posted 5 years ago

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Katie Lewis, Official Rep

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Official Response
Hey Ben! A bounced email is essentially an email that the receiving server didn't accept and it "bounced" back. You can read more about bounces at the bottom of this page from the Resource Center, but here are the basics:

A soft bounce is usually more temporary in nature, like an overflowing inbox or a temporary server problem. Soft bounces remain in Active status and will be tried again the next mailing. If they fail to get through for four consecutive mailings, soft bounces are then moved to Error status.

A hard bounce indicates a more serious delivery issue, such as the recipient's address is invalid or the server is rejecting your email as junk mail. Hard bounces are immediately moved to Error status for you to deal with accordingly. They won't be emailed to again unless you re-activate them.

Either way, we recommend asking your IT Team to whitelist our sending domain and IP range and set up an SPF record. These steps will make your email more palatable to receiving servers moving forward.