Soft bounces which occurs after Email delivered activity captured

Question

We are managing soft bounces with below condition to mark them marketing suspended.
Soft bounces - any - 3 times - past 90 days
AND
Not delivered email - any - 3 times - past 90 days

We are capturing many records.

But we come cross a scenario,
When we check soft bounces and delivered email, I can see many records where Email delivered captures in Activity log and then soft bounces occurs (I also noticed 'Email Delivered' activity took place before 'Send Email'), but we can't capture these records in our marketing suspended as we consider 'Not Delivered Email".

Why Marketo captures Email delivered first and soft bounces occurs for some records? Do we have any solution to capture who got first Email Delivered and then Soft bounces into our Marketing Suspended tag?

SanfordWhiteman · Answer

A Soft Bounce after delivery — called an “out-of-band“ Soft Bounce in Marketo — mean:

(1) the recipient’s mailserver (MX) said “OK, message accepted” when Marketo attempted to send the email

... but then...

(2) some time later another server, typically deeper inside the recipient’s infrastructure, said “Wait, actually that message or recipient is bad” and sent a separate bounce message to Marketo

Marketo will never erase the Email Delivered activity because it really did happen and it would be incorrect to pretend it didn’t. But then it logs the bounce as well.

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