When I export my "Error Contacts" in the Bounce Count column there is a # - 0, 1, 5, 7, etc. What does this mean?

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When I export my "Error Contacts" in the bounce Count column on the spreadsheet there is a Code . It is typically 0, 1, 5, 7, or some other number. What do these codes mean?
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CHN_RSD

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Posted 2 years ago

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Sam Collis, Customer Support Specialist

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Hi there!

Thanks for a great question.

That number there represents the amount of times a particular email address has, well, bounced back an email.  This information can be relevant when looking at your "error" contacts as it gives an insight into the nature of why a contact has been labeled as undeliverable.

A contact that has 0 bounces but is labeled as error suggests that it's due to the format of the mailing or the the contact has been moved manually.

A contact with 1 bounce in error suggests that delivery was tried once, received a hard rejection (also known as a hard bounce) and was thus changed to an error status.

Finally, a contact with more than 1 bounce in error status suggests that this is a contact where delivery is intermittent.  They have likely soft bounced emails back either consecutively or sporadically but overall have been deemed as undeliverable.  An outlier here that needs to be taken into account is if a contact has once been in error status due to delivery, moved back to active, then has been moved to error status again they will have a bounce count as more than 1 even though they have been hard bouncing emails.

If you'd like to learn a bit more about delivery at the server level, our Resource Center is a great place to start!

Otherwise, please let me know if you have any follow-up questions here :)
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CHN_RSD

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Thank you. This is very helpful. Can you please clarify what you mean by "the contact has been moved manually" in your second pargh.
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Grey Stepp, Support Team Manager

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Hey there!  just wanted to pop in for Sam here.  By "moved manually" here he means that the contact's status could have been changed to Error manually through the app.  

You can do this either by changing the individual's status in their contact record, or by selecting multiple people in a group or segment and changing them en masse.  

Let me know if you have any additional questions!