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Remove Hard Bounces from Internal Suppression List manually

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Posted on by David R.

Hello,

based on the documentation when a hard bounce occurs, Microsoft restricts sending further emails to the corresponding email address for 6 months (by putting the email on a suppresion list):

https://docs.microsoft.com/en-us/dynamics365/marketing/insights-glossary:
"When an address returns a hard bounce, Dynamics 365 Marketing will automatically stop sending new messages to that address for six months, but your email results will still show each attempt as a hard bounce."

We need to be able to remove an email address from this suppression list. Sometimes our customer has a full inbox or technical problems and a hard bounce occurs. When they have fixed the problem we need to be able to send them messages again, especially because they pay for our content...

1. Is it correct that hard bounces are put on a suppression list immediately?

2. If so, can we remove them manually?

Thanks in advance!

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Nya 29,060 on at

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Hi,

There is no documentation that specifies whether hard bounces are immediately added to the suppression list. But I have tried that if a contact ends a journey and is hard bounced, the next journey will still have the same result.

It is recommended to achieve this with a customer journey.

Create a segment with a behavior block to filter out the contacts who are identified as hard bounces.

Create an on-demand workflow targeting at Contact entity to update the emails of the contacts to empty.

Create a customer journey with the segment as the audience of it. Insert the workflow into the journey after activating it.

After going live the customer journey, the emails of the hard bounced contacts can be removed.

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David R. 5 on at

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Thank you Nya,

I don't think you're addressing our problem. We have contacts who identified as hard bounces, and Microsoft has put them on a suppression list. Now we need to be able to manually remove these contacts from this suppression list, in order to be able to send them marketing emails again.

It is documented here that Microsoft puts hard bounces on a suppression list:

"When an address returns a hard bounce, Dynamics 365 Marketing will automatically stop sending new messages to that address for six months, but your email results will still show each attempt as a hard bounce"

docs.microsoft.com/.../insights-glossary

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Nya 29,060 on at

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Hi,

Once you have changed the email addresses of the contacts, they will be removed from the list.

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Fyrearm 64 on at

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Is that documented? yes that will keep them from being sent and not delivered but if you try that same email again will be suppressed for 6 months. The question here is like this. We have a customer domain that has 150 contacts. something was wrong with the DNS and they all bounced. We contacted and worked with the customer and got the domain entry corrected. Now we want to send them emails after the hard bounce was corrected at the customer. How do we reset or remove our contacts from that "internal 6 month" suppression list?

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Georgi A 15 on at

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Hello. Does this automatically delete all the hard bounce emails' contacts from the CRM ?

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Dsouza_28 7 on at

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No, I believe their status will be set to inactive.

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Dsouza_28 7 on at

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Georgi No, I believe their status will be set to inactive.

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Georgi A 15 on at

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Thank you. Do you know how if there's an option to create a workflow that deletes all the hard bounce emails' contacts from the CRM ?

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