Emails are Bouncing

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Hard Bounce vs. Soft Bounce

A "bounce" is when an email fails to deliver, or is rejected by the recipient's email server. If your account has a high number of bounces, it 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.
  • A soft bounce is always caused by a temporary reason, such as a full inbox or the recipient email server being down momentarily.

Why are my emails bouncing?

  • Email address doesn’t exist
    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 send a one off email. If the email still bounces, then you should keep this address suppressed.
  • Email is undeliverable
    It is best to suppress any emails that are undeliverable.
  • Mailbox is full
    If the profile has opened emails from you in the past, then likely they will empty their mailbox. Otherwise, this may be a second email the contact uses and never looks at. If there is no activity in their profile then is it best to suppress this address.
  • Vacation/Auto-reply
    View the profile and check for other activity. If there is no activity in their profile then is it best to suppress this address.
  • Blocked Email
    It is best to suppress any blocked addresses.

Viewing Hard Bounce and Soft Bounce Metrics 

To see overall bounces across all campaigns, view the Campaign Trends report. To see total bounces

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Removing Bounced Emails

Klaviyo will automatically remove 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 drop down.

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For soft bounces, Klaviyo will try sending an email for up to 48 hours before labeling it a soft bounce. Klaviyo will not, however, suppress an email that doesn't get delivered after that 48 hour period.

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