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Managing Hard Bounces

Posted on by 8
I am looking for best practices regarding email bounces as we recently moved from ClickDimensions to Customer Insights - Journeys.
How do other organizations manage their hard and soft bounces? I know that Microsoft will not send emails to a hard bounce address for 6 months and treat 5 soft bounces as a hard bounce. 
In ClickDimensions we exported the list of bounces and tried to contact them via Outlook to request an updated email address. If we got another hard bounce via outlook, we deleted the email from our CRM.
I don't know if this was the /right/ thing to do, but it worked to get updated email addresses from some people. What are others doing?
  • Cui Hao Profile Picture
    Cui Hao on at
    Managing Hard Bounces
    I tested this flow and found that it is recognizing email hard bounces.
    Which step are you having trouble with?

    Best regards,
    Cui Hao
  • BJ-20051632-0 Profile Picture
    BJ-20051632-0 8 on at
    Managing Hard Bounces
    Hi Cui,
    Thanks for posting this. Our IT team attempted to implement but found that it no longer works:
    I'm going to look into using Segments to at least identify the hard bounces, but we aren't sure how to manage them after that.
  • Cui Hao Profile Picture
    Cui Hao on at
    Managing Hard Bounces
    Do you have any questions now?If it solved your problem, please mark it as verified to help other community members find more.
  • Suggested answer
    Cui Hao Profile Picture
    Cui Hao on at
    Managing Hard Bounces

    We can use flow to manage Hard Bounces.
    For more details you can refer to the following document:
    I built flow according to this document and flow runs successfully.

    After testing, the first step of this flow changes as follows:

    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.If you have further questions, please feel free to contact me.

    Best regards,
    Cui Hao

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