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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / How to remove a contac...
Customer experience | Sales, Customer Insights,...
Suggested Answer

How to remove a contact from a hard bounce segment

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Posted on by CarolinaMP 30

Hi community

I encountered the following situation. I send an email to some contacts via customer journey, unfortunately, one contact's email address was not correct and the email delivery to this contact failed due to the email didn't exist so the contact has been marked as a "hard bounce". 

I created an Email hard bounce segment to use and exclude hard bounced contacts, and now this contact is a member of this segment, even after I corrected the email address and the email was delivered successfully the second time.

How can I remove these types of contacts hard bounced due to a wrong email address but that later is fixed in their contact card?

This is the query for the Email hard bounce 

pastedimage1659446552090v1.png

Thanks in advance

CMP

I have the same question (0)
  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi CarolinaMP,

    If the email was delivered successfully to those contacts at the second time, you could try the following query:

    pastedimage1659512440225v1.png

  • CarolinaMP Profile Picture
    CarolinaMP 30 on at

    Hi Steve

    If I understood you correctly this is in the case the contact falls in the hard bounce when sending a specific marketing email. But we send dozens of emails via customer journey per month, how can make a more generic segment so it can apply?

    For example, if the contact is a hard bounce but after the hard bounce was successfully delivered, can it get out of the hard bounce?

    Thank a lot

    CarolinaMP

  • Goksel oral Profile Picture
    Goksel oral 25 on at

    The marketing engine already handles incorrect emails or domains. If emails are correct for the given contact, it will send next time and will not be hard bounced. You should be worried about if you have hard bounced rates more than 4% in which should not happen with an opt-in marketing scenarios.

    I dont think you should create a hard bounced segment by your own

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