topic Re: Hard Bounce list in Email Deliverability

Hard Bounce list

ISmolin — Mon, 04 Nov 2024 16:54:43 GMT

Good day, colleagues,

We would like to check why all of our contacts (9000+) are being added to the bounced list. I believe they are being added there even when they receive our email. My colleague emailed a friend about something from our company account, and she got added to the bounce list even though she definitely got a colleague's email.

Why?

Thanks.

Re: Hard Bounce list

karstenkoehler — Mon, 04 Nov 2024 17:03:14 GMT

Hi @ISmolin,

Can you please share a screenshot if the list (criteria)?

Best regards

Re: Hard Bounce list

ISmolin — Mon, 04 Nov 2024 17:27:15 GMT

Re: Hard Bounce list

karstenkoehler — Mon, 04 Nov 2024 17:28:30 GMT

@ISmolin well, that list is filtering for the opposite of what's it's supposed to do. If the hard bounce reason is unknown, it means there is no hard bounce. Set it to "Email hard bounce reason is known", and you'll get the bounced contacts. The list count will drop.

Re: Hard Bounce list

ISmolin — Mon, 04 Nov 2024 18:10:04 GMT

Thank you. Is there another filter about just whether a hard bounce happened vs the reason for it? It's a little weird that reason unknown means that there was not hard bounce since in theory you could have a bound with reason unknown

Re: Hard Bounce list

karstenkoehler — Mon, 04 Nov 2024 19:02:22 GMT

@ISmolin one of the dropdown options is "Other" which acts as a catch all. There is no other property, no.

https://knowledge.hubspot.com/marketing-email/what-is-the-difference-between-a-hard-bounce-and-a-soft-bounce