Why are undeliverable emails addresses showing up as having "Received" the email?

Amanda Mogridge · April 2018

We've recently started sending emails through Online Express, and I had to send a follow-up to some people directly from my email. In my email, the message bounced back and said, "Mail Delivery System, Undelivered Mail Returned to Sender" but when I look in Online Express, it shows up for that email address as "Received." Why would Online Express not categorize that as a bounced email since it clearly didn't get to the intended recipient? Has anyone else experienced this issue?

Cindy McElhinney · March 2020

Hey Amanda. Wondering if you ever got a response on this. We are having the same issue where the constituent record gets two appeals added for the same email, one with a response of "Received" and another with a response of "Bounced". In some cases the response is actually "Opened" and another one with "Bounced." I have attached a screenshot. Anyone else have any reasons as to why this happens?

Chris Martin · March 2020

Hi Amanda Mogridge‍ if you're open to it, I'd like to ask that you connect with our Support team. They'll be able to confirm whether we do have bounces on file for the recipient(s) you're referring to. It's not terribly uncommon for a mailbox provider to have temporary technical issues that causes otherwise valid email addresses to return hard bounces for a period of time. Our team should be able to help figure out whether that may be what happened in this case.

Cindy McElhinney‍ I think your scenario might be a bit different. Do you by chance either:

- have OLX configured (in OLX's Integration Options) to send to all mapped email addresses it finds on a constituent's record, or

- have your lists configured to also send emails to relationships of Constituents?

One possibility we could evaluate is if you have 2 email addresses for a given constituent and have the first option above enabled, one could be bouncing and the other not. If that's not what's happening, we might need to have you connect with our Support team as well. They'd want to know whether you're seeing this for all recipients whose emails always bounce or only certain ones.

Thanks very much!

Chris Martin

Blackbaud Product Management

Amanda Mogridge · March 2020

Hi Chris,

As this was close to two years ago, without a response we moved on. I don't know if this is still happening, I haven't tested this since the problem first occurred and I wrote this post. We have decided to "trust the system" over the last couple of years, so hopefully it is doing what it is supposed to be doing. If I have an issue, I will go to customer support instead of posting here.

Thanks for your response.

Amanda

Why are undeliverable emails addresses showing up as having "Received" the email?

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