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SOLVED

Tracking Log for Bounced email delivery

varshtus
Level 2
Level 2

Hi - 

 

I have an observations which look a bit odd, that there are open and clicks records in tracking logs for the emails with error status (i.e. Email Unknown Error, Email Soft Bounce and Email Hard Bounce ). All the other three status reflects that the email is not yet delivered. If the email is not delivered then how come we are receiving the tracking for those records?

 

Does anyone have any explanation on this?

 

Also, wanted to know what does "Email Unknown Error" status actually meant?

 

Regards,

Tushar Varshney

1 Accepted Solution
Jyoti_Yadav
Correct answer by
Community Advisor
Community Advisor

Hi,

 

Email Unknown Error - It is a hard bounce, which occurs when email address is incorrect. 

Regarding Tracking Log data:

It’s likely asynchronous feedback loop ( for ex: Customer marked the email as spam ) that changed the status of broadlog to failed from sent. Please check if the records you’re seeing are also in nms:Address table to confirm this.

 

Thanks.

View solution in original post

4 Replies
Anita_punmiya
Community Advisor
Community Advisor

Hi @varshtus :

 

Can you please check the tracking logs from the campaign dashboard to make sure you are looking in for those specific deliveries only. Might be the case - the tracking logs you are looking at are from some earlier successful delivery executions for those emails?

Or you may check using the primary key of the delivery logs for those emails - you are able to see the tracking.

 

Regards,

Anita

 

 

Jyoti_Yadav
Correct answer by
Community Advisor
Community Advisor

Hi,

 

Email Unknown Error - It is a hard bounce, which occurs when email address is incorrect. 

Regarding Tracking Log data:

It’s likely asynchronous feedback loop ( for ex: Customer marked the email as spam ) that changed the status of broadlog to failed from sent. Please check if the records you’re seeing are also in nms:Address table to confirm this.

 

Thanks.

View solution in original post

varshtus
Level 2
Level 2

Hi @Jyoti_Yadav

 

I understand the case when user can mark it spam etc., however in this situation the status can not be soft bounce or hard bounce it should be failed isn't?

 

Regards,

Tushar Varshney

Jyoti_Yadav
Community Advisor
Community Advisor
Hi, Sometimes deliveries are not properly updated. Try below option: Select your delivery --> Right Click --> Actions --> Recompute Tracking and Delivery Indicators. It will update delivery logs for those deliveries.