Hi guys,
So I have a question, I have a couple of emails were marked undeliverable but when I looked at the history of sends it shows that they opened the email…
I have a couple of questions: 1) why does this happen? 2) what should I do about those two email, delete it or keep it?
Hi Patrick,
Welcome in! Are you seeing they opened the email that was showing as undeliverable to them? If you see them as undeliverable but they are still subscribed, this means there was a temporary issue with the subscriber receiving emails (ex: their inbox could have been full when the message was sent).
We will automatically unsubscribe someone who is undeliverable if there is a permanent issue with their email address. You can also reach out to us and we can take a look at the specific addresses for you.
I see similar a thing occasionally - e.g. got one at the moment that shows 3 undeliverable messages in a row (last 3 days) but each of those also shows an open (one within 6 mins).
Did I read there was a plan to bring back the expanded info we used to have on undeliverables? That was really useful to know how to action them (temporary failures vs closed mailboxes vs incorrect addresses etc).
Hi Martin,
DM the email address in question, I can take a look. There’s a huge amount of variables that can impact those and they are often non intuitive to most users. Mailbox providers regularly precache or check images with security scanners which download images from messages thus causing images used for open detection to be loaded before a message is fully delivered. It’s also common for users to forward emails from one mailbox provider that caches images on to another email address that then bounces, thus showing an open for a recipient that then bounces as undeliverable.
In a perfect world, an opening user would never show up as undeliverable. The world is very imperfect and at scale, you’ll see all kinds of weird stuff.
It’s been over 20 years since we displayed full raw undeliverable text to end users. The vast majority of users have no idea how to interpret them and they cause a huge amount of angst and misunderstanding because the text that mailbox providers return is often contradictory and misleading. Even trained email experts regularly misunderstand what various errors mean from different mailbox providers. A big part of our services is offloading this back of the house maintenance from users so we take care of complicated stuff like this so you can trust that we’ve got it handled and you don’t have to worry about it.
Thanks Tom - I don’t think I can DM you on here, but just sent details to the support email.