Bounced Email Management

You can view and manage bounced messages after your email distribution is complete. A bounce message is an automated electronic mail message from a mail system informing the sender of another message about a delivery problem. The original message is said to have bounced.

To handle bounced e-mail messages, click the Manage Bounces button on 'Surveys > Manage Responses' page, and then:

  1. Choose one of the surveys you have distributed before from the Select Survey drop-down box. After that click the Go button next to the drop-down box.
  2. Select the check boxes next to the bounce categories you want to operate with. Our mailing system recognizes the following types of bounced messages:

    • Unknown email domain - The messages were not delivered because the domain name is unknown. Check your spelling.
    • Non existent address - You've tried to send an e-mail to an unknown user on the domain. Check your spelling. It's possible the account has been deleted.
    • Mailbox Full - The user's mailbox is over its storage limit.
    • Vacation / Auto Reply - The automatic e-mail replies to your messages set with the help of auto reply rules.
    • Blocked - The recipient's mail server blocked the message sent from your IP address or from your mail server's IP address.
    • Other - All other reasons why the e-mail messages were not delivered to the user.

    Note

    • Select the check box next to the Select Bounce Category to manage all categories at once.
    • The number displayed next to each category is linked. Clicking it will open the list of e-mail addresses filtered by the given bounce category.

  3. Click the Show List button to display the list of bounced e-mail addresses for the selected survey. The list will include the e-mail addresses from all categories selected on this page. For details, see the List of Bounced E-mail Messages.
  4. Click the Export CSV button to export the selected bounced e-mail addreses into a CSV file.
  5. Click the Export Excel button to export the selected bounced e-mail addreses into an Excel file.
  6. Back Takes you back to the previous page.
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