The numbers presented in the Domain overview will help you get a better and deeper understanding regarding the reasons for soft and hard bounces for your email send-outs.

Go to the list of Sent emails on the Emails tab under Messages in the left-hand menu. Click on the email you want to review. To access the domain overview, click the Action button below each delivery status and then Domain overview.

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This opens a panel with detailed delivery data per domain and the listing.

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Domain
The domain you have sent the email to, such as Hotmail.com, Yahoo.com etc.
Number of recipients
The number of recipients that have hard bounced, soft bounced, or are unknown for a specific domain.
Share of domain
The percentage of bounces vs sent for a specific domain.

Example: 10,000 emails are sent to Gmail.com. 50 are soft bounces, 20 are hard bounces. If you look at the domain overview for soft bounces, you will see Share of domain = 0.5 % ((50/10,000)100). Similarly, you will see Share of domain = 0.2 % ((20/10,000)100) for hard bounces.

Anonymized data
The domains that cannot be disclosed due to GDPR regulations.

Utilize the information

Share of domain

Gives you an understanding in how deliverability is for each domain. If you have a high ratio here, you may need to address this and try to understand why your emails are bouncing and what you can do to mitigate that. A high ratio that is left unattended may affect your deliverability. Remember—the better the list quality and user activity, the better the deliverability. Depending on the reasons for the bounces, the domain may gradually consider you as a poor sender as the list management is left unattended over time.

At the same time, you may have cases with 100 % Share of domain and the total amount of recipients for that domain is no more than four email addresses. This can be at a small private domain or a company domain. In this case, this may not even matter for your overall marketing as far as you're concerned.

There's no exact answer to what a "high ratio" is. A rule of thumb though is that 99 % and above is good. Subsequently a good bounce rate is lower than 1%. We encourage you to investigate your delivery rates regularly to improve your reach and list quality.

The unknowns are unknowns, making it hard to define them. The Unknown status number represents email addresses where the recipient mail server hasn't yet sent a response regarding the email's status. You may see many unknowns to start with, and as Engage receives updated information about the status, this is updated in the statistics. Please note that an unknown can “become” a delivered, just as well as a hard bounce.

Exporting statuses

The domain overview can help you decide if you must dig deeper into the statistics, analyze, and look for mitigation.

For more information, use the Export status codes feature to download an Excel file with details for each soft bounced or hard bounced address. For the unknowns, you can't do this export as Engage doesn't have any more data.

Even though status codes sound a bit technical and there are a few “strange” numbers and codes in the Excel file, this is an easy to use, useful sheet for you to better understand the send-outs and take needed actions. The columns in the Excel file are specified below.

Email
The email address that has bounced.
Domain
The domain you have sent the email to, such as Hotmail.com or Yahoo.com etc.
Status code
A standardized mail server status code that categorized the type of the bounce.
Reason
A little more elaborated explanation of the status.

You're given access to this data so that you can use the insights to better understand the deliverability for your send-outs and improve your communication. Also, the statuses and codes will come in handy if you need to contact a domain for any reason.

Take action

It’s hard to cover all possible scenarios but here are some general pointers. Remember that the more you work with these kinds of statistics, the easier it will be to see and understand the patterns.

In the example below, we're looking at soft bounces using a fictive send-out.

domain_overview_2.png

The email sent to anna.andersson@me.com has soft bounced due to the reason “550 5.7.0 Blocked—see https://support.proofpoint.com/dnsbl-lookup.cgi?ip=12.24.45.67. The column Reason is giving you a hint and quite a good explanation regarding why your message to anna.andersson@me.com is getting soft bounced. Check out the link in the message and read more to understand why me.com is stopping your communication.

For karl.karlsson@telia.com the situation is a bit different. Here, the reason is “552 5.2.2 Quota exceeded (mailbox for user karl.karlsson@telia.com is full)”—his mailbox is full.

Different ways to work towards a mitigation

See if you have the same kind of Status and Reason for all bounces or if they differ. This will give you an idea if you need to take different types of actions.

  • If the Reason column says things like “blocked”, “spam related”, “rejected” and other mentions that you can’t solve at your end by list management, contact the domain and request a solution. Voyado’s support has templates for this kind of communication, feel free to reach out.
  • Things like “Mailbox full”, “So such user” and similar statements point more towards your list management. Please take the time to evaluate your list management and reactivation routines.

Tip: Use Pivot Table or filtered list in the Excel file to make the listing simpler.

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