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Author Topic: Bounces & On Hold status  (Read 1636 times)

reperry

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Bounces & On Hold status
October 03, 2011, 03:00:03 pm
I have a question about bounces and when emails get put on hold.

Lobo's recent comment here says it should take multiple bounces (presumably from multiple mailings) to result in an email getting put on hold:
http://issues.civicrm.org/jira/browse/CRM-4814

I agree with this - at present, our email lists shrink each time we send a mailing and it seems that some of the bounces happen for unknown reasons (and perhaps should be made permanent).  At the moment in the current version, is it still true that any bounce for any reason makes an email get put on hold?

After the change takes effect, will we have to be more careful about getting blacklisted as spammers because we send repeat emails that bounce? 

Donald Lobo

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Re: Bounces & On Hold status
October 04, 2011, 06:47:46 am

The change was only for bounces that we dont recognize, i.e. an "invalid bounce message" type of error. All other bounces still get classified, and if hard bounces get put on hold immediately

I think this has the most impact when your favorite mail server decides for some strange reason (most likely throttling) to decline all emails originating from you w/o giving a nice reason

lobo
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reperry

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Re: Bounces & On Hold status
October 05, 2011, 09:13:38 am
Got it. Thanks for the clarification, Lobo.

Denver Dave

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Re: Bounces & On Hold status
October 11, 2011, 05:39:58 pm
We've recently upgraded from CiviCRM version 1.9 to 4.05 and now the bounce processing is working, which is wonderful.

Many emails that are bad are being flagged as on-hold as they should.   However, we're starting to see several long-time members with good emails also go to on-hold.  I've just started to research, but at least 2 of them have been aol.    However, there are other aol email addresses that are correctly not bouncing.

It would be wonderful if we had a log why the email bounced with the record.  I know this information is available in the reply (bounce) email box, but I think the emails are deleted by the bounce process (which is good - normally). 

I'll go back and look at the bounce section for the CiviMail report.

I'm just starting to research - any suggestions?   
« Last Edit: October 11, 2011, 05:45:46 pm by Denver Dave »

pennyhaynes

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Re: Bounces & On Hold status
October 13, 2011, 11:20:31 am
I have 4.0.4 running on Joomla 1.7.  There is no rhyme or reason for my "Invalid   Unknown bounce type: Could not parse bounce email" errors. Sometimes it will send out 140 emails with no bounces, sometimes it will bounce 30 out of 50 emails.

I'm scared to upgrade to 4.0.5 since I have been told that I'm not supposed to be using Joomla 1.7, but will that fix the issue?

Denver Dave

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Re: Bounces & On Hold status
October 14, 2011, 12:03:38 pm
I've looked into the contact emails being placed on hold and in general, I think the bounce processing is working correctly for us.

Of our  9,871 contacts, 1,481 or 15% have been placed on hold.  This is exactly the percentage of bad emails we estimated 2 years ago.  In our last email blast to 5,101, we had 46 bounces or less than 1% so the bounces much less because of bad emails on hold and the ones that are bouncing look reasonable (some are obviously incorrect).

That said, of the 544 aol emails that we have, 365 or 67% are on-hold, so obviously something happened here.  Not sure why they all are not on hold.    I've done a limited test of a short email and a larger email content to 3 aol email addresses for people I know and have not been able to duplicate the problem.

Maybe there was something in an earlier mailing that caused a bounce or maybe when we first started up version 4.05, maybe we had a flood of aol bad email addresses and aol may have bounced some big batches.

Anyway, wondering how to best take the aol's off of hold other than manually to see which ones bounce now.

The 4.05 version is much better and now with bounces settling down, we should be able to review the bounces for each mailing.   Also, it is great that when the recipient hits reply that the reply goes back to the sender rather than in our email box with the replies.

Where we're at with bounces - any idea how best to take the aol's off of on'hold other than manually?

Thanks.
« Last Edit: October 14, 2011, 12:39:22 pm by Denver Dave »

reperry

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Re: Bounces & On Hold status
October 14, 2011, 12:09:21 pm
Quote from: Denver Dave on October 14, 2011, 12:03:38 pm

Where we're at with bounces - any idea how best to take the aol's off of on'hold other than manually?

Thanks.

I can only respond to this last part of your reply. You could do an advanced and put %aol.com in the email part of the search and perhaps intersect that part of the search with all ON HOLD emails (thus getting all aol addresses that are on hold). Then from the actions on the search results screen, you can choose Unhold Emails.

Denver Dave

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Re: Bounces & On Hold status
October 14, 2011, 12:41:27 pm
Wow - didn't know about that action - thanks - you saved us hours of work !!!

petednz

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Re: Bounces & On Hold status
October 14, 2011, 12:53:00 pm
also in case it has slipped under your radar - there is now a Mailing accordian in the Adv Search - but it needs to be turned on in Site Preferences (under Admin - Config - Global ie /civicrm/admin/setting/preferences/display?reset=1
So then you can search for Bounced etc for specific mailings or for specific periods. And of course do the %aol% in email field too ;-)
Sign up to StackExchange and get free expert advice: https://civicrm.org/blogs/colemanw/get-exclusive-access-free-expert-help

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