How to remove a Contact from Hard Bounce Exclusion if email is not changed but now correct?

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Posted on by slewislbmc

Hello -

We have an integration with our HRIS that creates new employees as Contacts for the purpose of internal communications. I've run into a couple of instances where there is a delay between HRIS and AD in mailbox creation. What happens is our new employee contact is created in the HRIS with their correct email and integrated to D365, but the mailbox isn't configured yet. When we try to initally send to the email, it hard bounces, naturally. The issue with this is they are then put into the 6-month quarantine. I've tried clearing out the email then re-typing and re-saving the record in dynamics to tirgger the system to allow resending, but it doesn't work. I'm assuming it's because the email isn't actually different.

Is there a way to override the default 6-month quarantine for situations like this where the email doesn't actually need updated?

Thank you,

Sarah

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cloflyMao 25,198 on at

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RE: How to remove a Contact from Hard Bounce Exclusion if email is not changed but now correct?

Hi Sarah,

Previously unconfigured mailboxes will be always put into quarantine list due to a hard bounce. 6-month quarantine is by design, currently we couldn't override it.

To handle your current situation, please open a ticket to ask whehter these addresses could be released from quarantine list at back-end.

https://admin.dynamics.com/?referer=mbssupport

Regards,

Clofly