Bounce Management FAQ

1. How are hard bounces defined?
A hard bounce is given to an email that has been rejected outright because it was determined to be invalid. This could mean several things. There may be a typo in the email address, the email address doesn’t exist, or it did exist, but doesn’t anymore.

A soft bounce is temporary—meaning, the reasons for the bounce are fixable by the user. Some reasons for soft bounces include: 1) the contact’s mailbox is full, 2) the file included in the email is too large to be delivered and 3) the server that Mautic is trying to connect to in order to deliver the email is down at that very moment.

Today, Mautic’s user interface displays hard and soft bounces as the same metric of “Bounced,” but please note the following:

  1. A hard bounce results in the contact immediately being labeled as “Do Not Contact.”
  2. A user can set the number of attempts to deliver a message for a campaign email, so if it is a soft bounce, Mautic will continue to try to send the email.  However, after five (5) soft bounces, Mautic will mark the contact as “Do Not Contact.”

2. Are there bounce reports?
Yes, you can create a segment via a filter to list all bounced emails as they happen, then create a report based on that segment to show the timeline.

3. Are bounces automatically flagged in the email lists?
Yes, a soft bounce will automatically update a Contact to “Email Bounced” status (see above for the limits to this). This will show on the individual contact record.

4. Are abuse reports processed as well?
Abuse reports are handled by our email service provider and Mautic will set the contact to “Do Not Contact”. Mautic Customer Success will reach out to customers if their emails have been flagged with a spam report.