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NXT Marketing Email bounces - report and resend

Leslie Choitz

We have started using NXT Marketing email. Our newsletter returned 114 bounces this time. Nearly all of them are soft bounces, many for technical reasons. I have two questions:

I cannot find a way to create a report for bounced email that will show the information about why it bounced. I have created a List, but there is no column choice for Email History. Do I really have to open each of the 114 records to see the email history and then make handwritten notes?
Resending email to soft bounces: The only thing I can find in Knowledgebase or anywhere else, is that you should manually resend the email from your product. But I cannot find instructions about how to do that. Can I make a list of the soft bounces, make a copy of the email, give it a new name and send it to the list? Or does that trigger some kind of block?

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Comments

Heather MacKenzie

Following! Great questions, Leslie Choitz‍.

Patti Hommes

Great post Leslie Choitz‍! I am looking forward to seeing responses! This has been as issue for us as well. Hopefully this wonderful group will come up with some solutions and answers!

Robert Flynn

It would be VERY important to see what the errors are!! Need to make sure the e-mail provider has done their part to make sure the e-mail server has appropriate SPF, DKim, and DMarc entries and solutions in place. Then there is the SPAM filters resident on the destination server AND any rules the recipient may have in place.

Leslie Choitz

To follow up on my first post, yesterday I made a spreadsheet of the newsletter emails that bounced by exporting the bounced list to Excel and then working through viewing each record in NXT and pasting the reason code into the spreadsheet. All 114 were soft bounces. One is for “mailbox too full.” 14 are “ISP block” all for the same mailbox provider. The remaining 99 are “network error” and most of those were for one provider. I presume that those with the "network error" can be sent again somehow.

Caroline Martien

We just started using NXT for emails also. Our newsletter returned 447 bounces. I looked at 3 of them, but I can't look at 447! I really want Blackbaud to separate the hard bounces from the soft, or make the return field something that can be filtered on.

In our old system, I could run an export of bounces and code them inactive in RE. Then I had a good estimate of how many emails were actually going to be sent when I queried.

Ellen Callahan

@Leslie Choitz I agree with these issues. Have you received any updates or further instructions on this subject? Thank you.

Patti Hommes

@Leslie Choitz Thanks for posting this question! We have had the same problem, and it seems to be intermittent. One time all of the email addresses @jackandjillcenter.org bounced. Support told me at the time there was an active issue with NXT emails (below). But I am not sure that is the case in all instances. Another time all email addresses at one of our Corporate Partners bounced. I notified our contact and it was an issue at their end that they resolved. I look forward to hearing any issues/solutions others have been having!