Hi dear community members!
We were wondering about the insights generated in a customer journey, after the first email to a static marketing list has been sent out.
In the first email insights, we see when, why and to whom the hard & soft bounces occured. After that, every other email is not showing those information. The contacts are then listed in the suppression list here:
This of course lowers the actual delivery rate, and we were wondering why this is happening - is this a newer feature we were not aware of? Is there a workaround to gather the "actual" insights, where the bounces are not being taken under consideration (as in the first email that is being send via the customer journey)?
Thank you a lot for your support and helping us understand the issue!
Simona
Hi,
You can refer to my answer in the following issue:
Hi Nya, I have a secondary question regarding this - on this last bit "We therefore recommend that you regularly check your results for hard bounces, and remove the hard-bouncing addresses from your contact records." - do you know how to automate this? Thanks!
Hi Simona,
You can find the statement in the following documentation,
Maximize email deliverability (Dynamics 365 Marketing) | Microsoft Docs
which says that:
Dynamics 365 Marketing won't try to send to a known hard-bouncing address during the six-month quarantine period. However, your email insights will still indicate a hard-bounce result for each such delivery that you have requested. These "virtual" hard bounces don't impact your sending IP reputation, but they do count against your monthly send quota in Dynamics 365 Marketing—and these addresses will be tried again after the six-month quarantine. We therefore recommend that you regularly check your results for hard bounces, and remove the hard-bouncing addresses from your contact records.
If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.
Best Regards,
Nya
André Arnaud de Cal...
291,965
Super User 2025 Season 1
Martin Dráb
230,817
Most Valuable Professional
nmaenpaa
101,156