Bounced E-mail 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 email 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 email 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 email 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 email messages were not delivered to the user.

   • Connection problems - If connection was lost on any step between sending server and receiving one for longer than maximum waiting period, a message would appear as bounce back in this category.

   • Spam - Recipient server marked the message as Spam and refused to receive it. To make sure your messages would not be treated as Spam, please review a PDF document on How to increase Emails Deliverability.

• 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 email addresses filtered by the given bounce category.

3. Click the Show List button to display the list of bounced email addresses for the selected survey. The list will include the email addresses from all categories selected on this page. For details, see the List of Bounced Email Messages.

4. Click the Export to CSV button to export the selected bounced email addresses into a CSV file.

5. Click the Export to Excel button to export the selected bounced email addresses into an Excel file.

6. Back takes you back to the previous page