What are Complaints and Bounces? And why should I not add bounced emails onto my list?

Video transcript:

Complaints or Bounces are two different things, however with both of these those email addresses are automatically removed from your list, so you don’t have to do anything to make sure that they are not emailed again.

A compliant is when someone marks your message as Spam. What happens is they’re removed from your list automatically and you don’t have to worry about sending them messages after they have marked your message as such. And you can see how many complaints you have for example by going to Messages – excuse me, going to Statistics of course, and then Email Analytics.

Then once you’re there you can search within all campaigns and all newsletters combined, for example. Viewing your overall statistics and also being able to see your complaint rate, how many complaints you have gotten, so you can view that one message at a time, for example, just choosing one, or choosing them altogether. As you see here, very luckily we have zero complaints, so no one has marked our message as Spam, having been able to check that out here. You don’t have to worry they will be automatically removed from your list.

Bounces are those undeliverable email addresses, we weren’t able to deliver it for some permanent reason with their email inbox. And again, of course, these are automatically removed from your list so you don’t have to worry about keep sending messages and keeping a subscriber on your list who is actually unable to receive your messages. We will remove them for you.

This is going to be also here with complaints, you can check on your bounce rate for particular message or all the messages combined. And in addition you can see what email address has actually bounced for each campaign by going to Contacts, Removal List and it’s going to be the Removed Automatically tab. So any contacts that you have that are – have a hard bounce and are not deliverable, we will remove them automatically and you can check them out here on the Removal List.

Since we’re on the topic of complaints and bounces, it’s also a good idea for us to mention that you really should not be adding these bounced email addresses back into your account. Let’s briefly just take a moment to think about what those types of bounces are.

There is two different types, there is a hard bounce and a soft bounce. With hard bounces, these email addresses are going to be automatically removed from your account instantly, you don’t have to do anything. Hard bounces are undeliverable email addresses due to some permanent error, most common are say that the email address does not actually exist. Maybe someone accidentally miss-typed their email address when they were signing up, and so it’s not an actual email address that’s out there working so it’s definitely a good idea to have that type of email completely removed from your list. The second type of bounce is going to be a soft bounce, and with a soft bounce we will try to deliver the message to that email address several times. But if all of our attempts fail we will also remove that email address from your list automatically.

This email address that generates this soft bounce does actually exist but for some reason nothing can be delivered to it, let’s say for example a common issue is that their mailbox is full. So usually these email addresses are actually abandoned email addresses, and no one is really reading these messages anyway. So it’s definitely a good idea that if it’s completely undeliverable after we see in all of our attempts, we will remove it automatically. These types of emails are a burden to your account and they should certainly be removed, which of course GetResponse is going to do for you, but then also not re-add it into your account, because unfortunately they could hurt the reputation of your GetResponse account.

Let’s take a look at an example of where you can see, for example, a newsletter that generated some bounces and where you can check out those email addresses. First we’re going to go to Statistics, Email Analytics, so we can see a newsletter here sent on the 17th of September, so it was sent to quite a few people, over 12,000 and it generated about 230 bounces. That certainly is not too-too high, that’s certainly quite a few, but that’s certainly not too high for the number of subscribers that this was sent to, so that’s how you can see how many bounces came from this particular message. Next we can check it out in Statistics, looking into different campaigns or different messages, it’s totally up to you. You will see that in Statistics, and then also you can see it by going to Contacts, Removal List.

It’s also important to remember if you sent out a message, a newsletter to every campaign in your account, this refers to total, right here, the total people. So maybe you sent this message to five campaigns, its 230 subscribers across all five campaigns. You’ll see that when you go to Contacts, Removal List – this Removed Automatically tab is going to usually refer to bounces and things like that. You can see here an example of the bounced, unknown user, and lots of these were coming from the 17th, which we know that newsletter was sent out, so it was an unknown user. This is where you can check out, it’s a good idea and you will know who these people are usually based on the date that you sent out the newsletter. So that’s where you can take a look, and let’s not forget to also look in your other campaigns. If you sent this message out to not just one campaign but several, just go ahead and choose from your Current Campaign dropdown menu and you can check out the removal list for it as well to keep an eye on it.

You don’t have to worry about anything, we will remove these email addresses for you, but it’s definitely a good idea not to add them back into the list because they really could hinder the deliverability rates and kind of hurt your GetResponse account reputation. This is just a great thing to keep in mind and now we can know a little bit more about bounces.