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Anonymous
Mar 12, 2015 6:43 PM UTC
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Email opens/clicks false positives

We are seeing a bunch of different leads from the same company (50+) "open" and "click" almost every email we send them. This is breaking lead scoring as all leads are being sent to the inside sales team to investigate.

Curious if this is something anyone's seen before? We are baffled. Support doesn't seem to know either.
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Justin_Cooperm2
Justin_Cooperm2Accepted solution
Level 10
Mar 12, 2015 7:11 PM UTC
Likely their email provider is crawling the email content prior to delivery. Scanning content and images in the email, and also following any links within the email.
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13 replies

Justin_Cooperm2
Justin_Cooperm2Accepted solution
Level 10
Mar 12, 2015 7:11 PM UTC
Likely their email provider is crawling the email content prior to delivery. Scanning content and images in the email, and also following any links within the email.
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    Dan_Stevens_
    Dan_Stevens_
    Level 10
    Mar 13, 2015 12:27 AM UTC
    We're seeing this more and more these days. Especially in certain countries like China. In my prior company, we had this same issue with all emails sent to AT&T recipients.
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    Anonymous
    Apr 22, 2015 5:37 PM UTC
    I'm experiencing the same problems here.  

    I also just found out that from a couple leads and verified by our IT team that or email tracking domain (the encoded urls in the email) is being blocked, although our landing page domain is fine.

    I'm starting a little investigation to see if this is a problem with just my email traking domain being blocked (which I could potentially change, though its only been in use for ~7 months), or a widespread problem because the email scanning is detecting a different URL in the email from the URL of the landing page.

    It would be great if others could also check somehow and post their findings.
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    Dan_Stevens_
    Dan_Stevens_
    Level 10
    Jun 19, 2015 6:31 PM UTC

    We're finding more and more of our recipients' email servers blocking the Marketo tracking domain as well - and not our own.  It's more challenging than ever to reach our users' inbox.

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    Justin_Cooperm2
    Justin_Cooperm2
    Level 10
    Jun 19, 2015 6:34 PM UTC

    Dan, what do you mean by servers blocking the tracking domain? Explain what you are seeing.

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    Anonymous
    Jun 19, 2015 6:22 PM UTC

    We've been seeing the same thing, most like spam crawlers intercepting the email before it hits the inboxes. We're implementing a workaround where we do not score or send the lead through the usual campaign or workflow unless the email is opened AND clicked. In our instances, most of the leads have not opened the email but are showing to have clicked on email links, which can't possibly happen.

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    Justin_Cooperm2
    Justin_Cooperm2
    Level 10
    Jun 19, 2015 6:32 PM UTC

    SD 2SF - That shouldn't be happening in Email Performance Reports, as we log an "open" event if we ever see a "click" for a specific lead. Can you reach out to me if you are seeing cases where a lead has a "click" but no open? My email address is jcooperman@marketo.com

    This scenario is valid and could happen if user has "show all images" turned off. So, it's important that we do this even though some crawlers may give you false positives.

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    hughjohnson
    Level 1
    Oct 24, 2022 12:30 PM UTC

    I have just tested this and get a HUGE difference on contacts count if I create a SmartList based on "Clicks" vs "Clicks" AND "Opens".  Adding the additional 'AND Opens' filter reduces the count by about 80%. I guess this is the correct thing to do, but does anyone else have any views?

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