Author Topic: How do you manage the bounces ? (Read 1191 times)

xavier · March 22, 2010, 09:30:53 am

Hi,

I'm having a few 100th of contacts that are on hold.

1) Is there a way to know from the contact what emailing bounced ? Right now, without the context, that's hard to know if it's a real bounce, or a temporary failure.

2) When I see the list of bounces from each mailing, I have some "normal" bounce (server failure...) and some that are unknown. It is my understanding that these contacts have been put on hold too. correct?

3) Is there a way of setting the number of bounces before the contact is put on hold (eg needs 3 bounces before it's put on hold ?)

4) I would suggest to change the mail behaviour so you can send "manual" (not civimail) mails to on hold emails.
My goal is to contact them by email, and receive in my own inbox (not in the bounce verp email) the various bounces, as they might contain extra informations (eg. "the domain name example.org doesn't work anymore, you should replace it by example.com"), that would allow me to fix manually the wrong emails.

5) Is there a way to un "on hold" a group of contacts ? Short of 4), that's the only way I can see to fix it (unhold, send them a "test" email and handle the bounces manually)

How you do it ?

X+

Piotr Szotkowski · March 22, 2010, 11:36:22 am

Quote from: xavier on March 22, 2010, 09:30:53 am

1) Is there a way to know from the contact what emailing bounced ? Right now, without the context, that's hard to know if it's a real bounce, or a temporary failure.

I think some joins including the civicrm_mailing_event_bounce table should give you this info.

Quote

2) When I see the list of bounces from each mailing, I have some "normal" bounce (server failure...) and some that are unknown. It is my understanding that these contacts have been put on hold too. correct?

Correct.

Quote

3) Is there a way of setting the number of bounces before the contact is put on hold (eg needs 3 bounces before it's put on hold ?)

Yes, civicrm_mailing_bounce_pattern holds the regexp patterns to match against a bounce and points to a bounce type held in civicrm_mailing_bounce_type – that table holds how many bounces of a given type must occur to put a contact on hold.

Quote

4) I would suggest to change the mail behaviour so you can send "manual" (not civimail) mails to on hold emails.
My goal is to contact them by email, and receive in my own inbox (not in the bounce verp email) the various bounces, as they might contain extra informations (eg. "the domain name example.org doesn't work anymore, you should replace it by example.com"), that would allow me to fix manually the wrong emails.

Hm, that would make sense (perhaps provided there’s a checkbox that needs to be triggered ‘also mail on-hold contacts’).

Quote

5) Is there a way to un "on hold" a group of contacts ? Short of 4), that's the only way I can see to fix it (unhold, send them a "test" email and handle the bounces manually)

Check http://forum.civicrm.org/?topic=11131, http://forum.civicrm.org/?topic=12314 and http://issues.civicrm.org/jira/browse/CRM-5353.

xavier · March 23, 2010, 11:38:42 pm

Quote from: Piotr Szotkowski on March 22, 2010, 11:36:22 am

Quote
2) When I see the list of bounces from each mailing, I have some "normal" bounce (server failure...) and some that are unknown. It is my understanding that these contacts have been put on hold too. correct?

Correct.

I would suggest to put a very high number on these before being on hold. Rationale: cutting off emails just because we don't know how to handle the emails they sent back is rude

. Eg. the normal configuration with a return+ prefix means you will get both the bounce and the replies in the same email. I'm guessing that part of the replies are these unknown bounce.

Quote

Quote from: Piotr Szotkowski on March 22, 2010, 11:36:22 am

Quote
4) I would suggest to change the mail behaviour so you can send "manual" (not civimail) mails to on hold emails.
My goal is to contact them by email, and receive in my own inbox (not in the bounce verp email) the various bounces, as they might contain extra informations (eg. "the domain name example.org doesn't work anymore, you should replace it by example.com"), that would allow me to fix manually the wrong emails.

Hm, that would make sense (perhaps provided there’s a checkbox that needs to be triggered ‘also mail on-hold contacts’).

ok, i'll have a look

Piotr Szotkowski · March 25, 2010, 04:33:35 pm

Quote from: xavier on March 23, 2010, 11:38:42 pm

I would suggest to put a very high number on these before being on hold. Rationale: cutting off emails just because we don't know how to handle the emails they sent back is rude .

Unfortunately, the alternative is much worse: they send you a bounce, but you keep mailing them… If you did that consistently to my mailserver, I’d blacklist you in no time.

CiviCRM Community Forums (archive)

News:

Author Topic: How do you manage the bounces ? (Read 1191 times)

xavier

How do you manage the bounces ?

Piotr Szotkowski

Re: How do you manage the bounces ?

xavier

Re: How do you manage the bounces ?

Piotr Szotkowski

Re: How do you manage the bounces ?