This article describes soft and hard email bounces, which occur when an email can't be delivered.
In this article
A soft bounce occurs when an email can't be delivered for a temporary reason, such as a full mailbox.
Iterable does not automatically remove soft-bounced users from your project.
Iterable can't determine the reason for the delivery failure, possibly because of a non-standard error message from the server.
The connection timed out while trying to deliver the message.
The recipient's mailbox is full.
Based on the message's content, the server thinks it is spam.
The mailbox provider classified your email as spam (for content reasons, IP address, or a sending domain that has a poor reputation).
A hard bounce occurs when an email can't be delivered for a permanent reason, such as an invalid email address.
In response to a hard bounce, Iterable automatically unsubscribes the user from the message channel associated with the campaign (regardless of whether it's a marketing or transactional channel) and from all the other marketing email message channels in your Iterable project.
For example, consider the following message channel and type setup:
|Message Channel ID
For a hard bounce that results from a campaign sent on message channel #1:
Iterable unsubscribes the user from channel #1 (the sending channel) and also from channel #2 (the project's other marketing email channel).
The user stays subscribed to channel #3 (a push notification channel) and channel #4 (a transactional channel not used for the send).
For a hard bounce that results from a campaign sent on message channel #4:
Iterable unsubscribes the user from channel #4 (the sending channel), and also from channel #1 and channel #2 (the project's other marketing email channels).
The user stays subscribed to channel #3 (a push notification channel).
Exporting bounce reports
Use the Campaign Analytics view to export detailed bounce reports:
Click Export Events.
In the Export Events menu that opens, click into the Select Event drop-down and choose the bounce event you’d like to export. Click Export.
This downloads a CSV file that lists all bounced emails and their bounce types.
Bounces in segmentation
Iterable's segmentation tool makes it possible to segment for users who have email bounces of various types.