What are bounces?

A bounce is an email that is returned to the sender because it cannot be delivered for some reason. Bounces fall into two categories: hard bounces and soft bounces.

  • Hard bounces are permanent. They can happen when the email address doesn’t exist, the inbox was deleted, or when the user blocked you as a sender. We remove those addresses from your list automatically.
  • Soft bounces are temporary. They happen when your recipient’s mailbox is full or temporarily unavailable. We allow up to four soft bounces over 32 days for a given email address before removing it from your contact list.

What are the most common reasons for bounces?

When an email is returned to the sender, the email server typically provides the reason for the bounce:

  • Address doesn’t exist – the destination email address doesn’t exist.
  • Address recycled – the email address was abandoned by its owner and the Email Service Provider has recycled this address, making it available to another person.
  • Full mailbox – the Email Service Provider cannot deliver your email because the recipient’s inbox has reached its storage limit.
  • Inbox not answering – the destination domain doesn’t have responsive mail server. This can be due to temporary connection issues, configuration issues, or the mail service on this domain being discontinued.
  • Failed DMARC authentication – delivery was rejected based on DMARC policy settings for From address. Make sure that you authenticate the domain on your From address with a correct DKIM record.
  • Issue with sender authentication – delivery was rejected due to failure in DKIM or SPF validation methods.
  • Inbox timeout – the recipient’s Email Service Provider is unable to accept your message due to a timeout or poor connection quality. This happens when delivery attempts exceed acceptable delivery time.
  • Blocked content – the recipient’s Email Service Provider has blocked your email based on the message content. For example, the content can be recognized as spam.
  • Sender rejected – message was rejected by receiving server based on poor reputation of the message sender.
  • Rate limit block – delivery was rejected due to limited capacity of incoming messages on the receiver side.
  • Blocked ISP channel – delivery was rejected because sending channel or domain is blocked by a specific receiver.
  • Global block – delivery was rejected because sending channel or domain is listed by a blacklist that affects deliverability to multiple receivers.
  • Blocked for other reasons – delivery failed due to reputation issue, with response too general to qualify as any of the above categories.
  • Soft bounce – other reasons – temporary delivery failure that can’t be categorized by any previous description, or the feedback provided is too general to assign any category to it.
  • Hard bounce – other reasons – permanent delivery failure that can’t be categorized by any previous description, or the feedback provided is too general to assign any category to it. Email addresses classified that way are removed from the list after 2 unsuccessful delivery attempts over the course of a 32 day period.

How do I access a list of bounced email addresses?

In your account, you can find all the hard and soft bounces to see which email addresses will no longer receive messages from you. There are two ways of accessing the bounced emails: under Inactive contacts and via Advanced Search.

If you send messages to an email address and it generates a soft bounce 4 times over the course of 32 days, the email address will be removed from your list automatically. Only then will you be able to see the email address marked as soft bounce under Inactive contacts or under Advanced Search.

To find bounces in Inactive contacts:

  1. Go to Dashboard and select Lists.
  2. Click Show all contacts.
  3. Under All contacts click Inactive.
  4. On the Inactive contacts page, choose the Bounced tab.
Inactive contacts page and Bounced contacts shown.

To find bounces via Advanced Search:

  1. Go to Dashboard and select Lists.
Lists tab shown.
  1. Click on Show all contacts.
Show all contacts shown.
  1. Click on Advanced Search.
Advanced search shown.
  1. On the Search contacts page, click Add Condition.
Add condition shown.
  1. Select Contact actions category, in the next drop-down choose Bounced. You can choose from one of the options: All, Mailbox is full, Other reason, Email address is recycled, Address unknown.
Advanced Search Bounced contacts shown.

Where can I find bounce statistics?

Reports give you detailed information about your bounce rate and the reasons your email has bounced.

  1. Go to Dashboard and select Reports.
Reports shown.
  1. Select Newsletter reports or Autoresponder reports, depending on what type of message you want to check.
Newsletter and Autoresponder reports tabs shown.
  1. On the Newsletter reports or Autoresponder reports page, select the linked list.
Linked list shown.
  1. Set the time range.
Time range shown.
  1. Choose your message or messages. On the same page, you will see general message statistics.
Choose your message or messages shown.

To check why a specific email has bounced:

  1. On the Newsletter reports or Autoresponder reports page, scroll to the Newsletters sent or Autoresponders sent section and click on the name of the message. Detailed statistics will open.
  2. Scroll to the section listing the reasons for bounces. For longer lists, hover over the bounce list to scroll up and down.
Reasons for bounces shown.

My bounce rate is high

If you have noticed an increased bounce rate, set up a ticket to our Deliverability team in My tickets section.

To set up a ticket to our Deliverability team:

  1. Click on the Send new email button.
  2. Choose Deliverability from the Select a category for your question drop-down menu.
  3.  Fill out the Subject and Describe the issue in more detail fields.
  4. Attach files if necessary.
  5. Click on the Send button.
Legacy statistics

This article refers to a new version of GetResponse Reports. This section covers its previous version.

To access the new Reports, go to Dashboard > Reports > click on Switch here.

Switch to new Reports shown.

How can I access GetResponse Email Analytics?

1. Go to Dashboard and select Reports.

2. The Reports page will open. Chose the type of message you want to check.

Legacy statistics and the type of message area shown.

3. Set the time range.

Legacy statistics and set the time range shown.

4. Choose the linked list.

Legacy statistics and linked list shown.

5. Choose your message.

Legacy statistics and choose your message shown.

6. On the same page, you will be presented with general statistics. Click on different tabs to see more details (1).

Statistics are divided into Summary and Unique (2). The Summary count is the total number of times that a specific email address opened your message. Multiple opens from the same address will be tracked, as well as all opens from forwarded messages. The Unique open rate only counts each specific address once. The same applies to Clicked and Unique Clicked under the Clicked tab.