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Documentation Index

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Vero automatically handles the subscription status of customers whose emails have failed to be delivered or who have marked the message as spam. Customers are marked as ‘Hard bounced’ ‘Soft bounced’ or ‘Complained’ depending on the factors listed below.

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Hard bounce

A hard bounce occurs when an email is rejected by the receiving mail server because the recipient’s email address is invalid, disabled, inactive or otherwise permanently unavailable. Vero automatically suppresses and marks users as “hard bounced” when we receive a 5xx permanent failure message from the delivery provider.

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Soft bounce

A soft bounce is a a temporary email delivery failure. They occur when the recipient’s mail server returns that it cannot, at this time, receive emails on behalf of the recipient. A soft bounce can occur for a number of reasons:
  • The recipient’s mailbox is full,
  • The receiving server is down or swamped with messages,
  • The message size is too large,
  • The recipient’s settings do not allow for email from the sender,
  • Suspicious or spammy content has been detected.
When an email address returns a soft bounce 10 times within a 30 day period, Vero automatically suppresses the customer and marks them as “Hard bounced”.

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Complained

A complained status happens when an email is marked as spam. Complaints have an impact on email deliverability so to maintain a good email delivery reputation future messages will not be sent to customers who mark a message as spam.

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Delayed Bounce

A delayed bounce can occur when a recipient’s mail server initially accepts the delivery of the email and then closes the connection with the sending server. Later (sometimes hours later), the recipient’s mail server opens a new connection with the sending server and sends a failure message. These failures are to be treated as a bounce, however, often many of the expected fields in the bounce are missing and the bounce may not have all the typical details such as the message-id. In these cases, Vero does everything it can to properly suppress the email address in your project to prevent future sending to that address (and thus protect your sending reputation).