Hard Bounce vs. Soft Bounce in RE

Anonymous Blackbaud User

I just clicked "Add Data to RE" to send relevant email response information to the Constituent Appeal records in RE. When the Response = Bounce, is it possible to differentiate between a Hard Bounce and a Soft Bounce from within RE?

Jen Claudy

I know that it is not possible from the Appeal Tags.


I was just cleaning up some records (we change the Email Phone Type to indicate that that email address has been unsubscribed or bounced) and found that our 12/29 fundraising email had 527 Bounces out of 11004 Recipients.  Of our 140 staff, 73 were Bounces and 67 (I just checked with IT who was able to confirm this) were received.  I would love to know what happened on the 29th...I know RE (Hosted) and OLX were sluggish that whole week, which I assumed was just from the volume of year-end activity.


I would also love to tell OLX what to do in RE for email addresses that Unsubscribe or Hard Bounce.  (I.e. for us, change the Phone Type, and now that we're on 7.95, add a comment.)  At least provide two Responses on the Appeal Tags: Hard-Bounce and Soft-Bounce.  I can fairly easily clean those with a Response of Opt-Out with a Query and a Global Change (after a little manual work for those with multiple email addresses).  But I don't have time to go thru 527 records and figure out which are Hard Bounce and which are Soft Bounce.

And options for adding a Phone Comment in either (or both) Global Change and Import would be quite useful.


Also...a little request: can the Response options please be consistent?  Which of these words is not like the others?  Received, Opened, Clicked, Bounced, Opt-Out.  I wish I could make it Opted-Out.

Joe Patke

Where can I go to get more information on the soft bounces?  Is there a place in OLX where the REASON for the soft bounce is listed? I cannot find any this.

Jen Claudy

I don't think you can find the information on a Soft Bounce.

Eliza Lynn

Anonymous Blackbaud User:

I just clicked "Add Data to RE" to send relevant email response information to the Constituent Appeal records in RE. When the Response = Bounce, is it possible to differentiate between a Hard Bounce and a Soft Bounce from within RE?

Thank you for this post - I can't believe they can't add as the response "Hard Bounce" and "Soft Bounce" to the response in Appeal - and to check the list for unusable emails when there's no way to export that list - nuts! Thanks for posting!

 

Jen Claudy

From an email at 3pm today:

When

The Online Express update will occur the 26th of July around 11pm EDT (GMT - 5:00). Your forms may be unavailable for a few brief moments while this update takes place.

What’s New in this release?

Export List of Unusable Email Addresses

 

You can now export a list of unusable email addresses as a .CSV file from the Manage Unusable Email Addresses screen in Email Marketing. From the .CSV file, you can view the reasons why an email address is unusable, such as if a hard bounce occurred or if the recipient previously opted out of the email.