A "bounce" is when an email is not delivered or is rejected by the recipient's email server. If your account has a high number of bounces, this can have a negative impact on your deliverability rate. There are two types of bounces:
- A hard bounce occurs when the email cannot be delivered due to a permanent reason. This could be caused by a variety of reasons, including a misspelled email or a deliberate block by the email server. Klaviyo automatically suppresses any address that hard bounces.
- A soft bounce is always caused by a temporary reason, such as a full inbox or the recipient email server being down momentarily. If an email soft bounces more than 7 consecutive times, Klaviyo will suppress this address.
Why Emails Bounce
There are several possible reasons why an email address may hard or soft bounce:
- Email address doesn’t exist
The contact could have given a false address or made a typo in the address. If you are unsure, you can try correcting the email address and sending a one-off email. If the email still bounces, this address should remain suppressed.
- Email is undeliverable
The email was unable to be delivered due to an error with the server, etc.
- Mailbox is full
If the profile has opened emails from you in the past, they may need to empty their mailbox.
The contact may have set a temporary auto-reply. If there is previous activity in the account, they may need to turn off the auto-reply.
- Blocked Email
The receiving server has blocked the incoming email.
Viewing Hard Bounce and Soft Bounce Metrics
To see overall bounces across all campaigns, view the Campaign Trends Report. Additionally, you can use segments to identify addresses that have hard or soft bounced.
Removing Bounced Emails
Klaviyo will automatically suppress emails that hard bounce, and then exclude them from future emails. You can see these emails by clicking the Profiles tab and then clicking Suppressed Profiles. Select email bounce from the dropdown.
If an email soft bounces more than 7 consecutive times, Klaviyo will suppress this address.