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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Hard bounces cause and...
Microsoft Dynamics CRM (Archived)

Hard bounces cause and how to exclude

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Posted on by Community Member

Hi,

I'm new to CRM dynamics so bare with me, please.

I've sent emails with almost the same copy and hard and soft bounces had a low rate, until now. This last time was a bit more than 50% of the delivered emails.

About my marketing list: is for contacts, for new emails every 3 months and dynamic

Can you come up with suggestions of causes? (I know it's about being wrong email, full mailbox, etc - but since previous emails were fine and similar, I'm curious...)

How to exclude this manually?

- I'm aware that my crm does not exclude automatically the hard bounce emails. So I was thinking of creating a marketing list only with those hard bounced emails and then include in the Email Send, as a Suppression List. Any thoughts?

Thanks!

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  • KJP838 Profile Picture
    KJP838 212 on at

    what are you using as your marketing automation software? MS Dynamics Marketing? ClickDimensions?

    Either way each email send record that had a hard bounce should also have a reason code, such as an SMTP error code that you can use to look up the reason, try www.inmotionhosting.com/.../smtp-and-esmtp-error-code-list or martech.zone/soft-hard-email-bounce-codes to start.

    In the past as a CRM administrator I have set up personal views for these reason codes to see which contacts have email in which they have occurred (such as the reason code 500 - Mailbox does not exist. Then I created an on demand workflow that I periodically ran to delete the email from the contact record, because it obviously was not a valid email address. This way, they can stay on the marketing list, but you won't get counted for sending them emails because they will be ignored automatically due to not having an email address.

    Also, when you do get an email address for them, either through your sales team or whatnot, they will still be on that marketing list you are sending emails out to and won't have to manually remove them from the suppression list.

  • Community Member Profile Picture
    Community Member on at

    Hi, thanks.

    I have clickdimensions.

    For workflows, I don't see any option to create them. Also for suppression lists, it doesn't appear in the menu of Marketing, so I guess I don't have all the permissions?

    I created a Personalized View though.

    Thanks for your patience.

  • Suggested answer
    KJP838 Profile Picture
    KJP838 212 on at

    Suppression lists are not considered an entity in CRM with ClickDimensions. They are a list that is only able to be obtained by contacting them if you need to see it, otherwise it is a list of the contacts that have the "Bulk Email" option on the contact record under Contact Preferences set to Do Not Allow. This is automatically done when a person unsubscribes to a marketing email, and once this is set they are put on the suppression list.

    Other suppression lists that are set up are in the entity of Marketing Lists, but are considered to be a negative marketing list, meaning the leads or contacts on this marketing list will not be emailed. So if you have a person on a marketing list used to send emails, and on the negative marketing list you add onto a marketing email, this person would not be emailed.

    As for workflows, you would have to check to make sure you have permissions. From the Settings menu, if you see the entity "Processes", open that and see if you have the ability to create a new one, from there choose Workflow from the drop down list of types. If you can, uncheck the Run in Background option and set it to On Demand, this way it doesn't auto run and delete all your contact's email addresses. Then down below, choose to add a step to Update Record, choose Contact and then set the email field to delete.

    This way, from your personal view of contacts who have had the emails with the specified bounce codes, you can highlight them, and then run the on demand workflow in order to delete their email from the email field on the contact card.

    If you need more help let me know and I can get some screenshots.

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