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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

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(Article Updated - August 2024) Overview A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop to inbox delivery rates if the IPs or domains involved with sending email are listed on a blocklist. Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When an impactful listing occurs, we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved. There are thousands of blocklists, most will not have a significant impact on your delivery rates. Below, we have compiled a list of the blocklists that commonly appear across our sender ecosystem. Each blocklist has been grouped into a top tier (Tier I) by most impactful, to the bottom least impactful tier (Tier III). These may have little to no impact across our sender network. Tier I Blocklist Spamhaus (SBL) Impact: Spamhaus is the only blocklist that we categorize as a Tier I for a reason: it has by far the greatest impact on delivery. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions. How it works: Unlike many blocklists, Spamhaus lists senders manually. This means they are proactively watching sender activity, collecting data, and base listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well. Next Steps: Please note that every Spamhaus email can be quite different depending on the information provided and the nature of the listing . Because Spamhaus has multiple types of listings, the remediation steps are based on which type of blocklisting has occurred. We have listed the most common types to affect Marketo customers, from most to least impactful. Impact can range from a full block of top severity, to a partial block that is less severe (CSS Data, DBL). If remediation isn’t performed and the problem not addressed, these listings can increase in severity and turn into a full blocklisting. Spamhaus Blocklistings Types SBL (full blocklisting) Considered the most impactful. Remediation steps: Our team monitors closely for Spamhaus listings. Once alerted to the listing, we send an email notifying the customer, and reach out to the Spamhaus contact to start the remediation process. Only a Marketo delivery team member should be in direct correspondence with the Spamhaus contact, to speak on behalf of the customer, and to relay their questions and instructions, ensuring quick resolution and reduced impact. Senders that trigger this listing on a shared IP range will be moved to a more isolated, penalty range (IPB), so as not to impact the other shared senders. Those affected on a Dedicated IP, only impact their own sending and will not be moved. However, depending on the severity of the issue, our team may need to revoke a customer’s ability to send any emails until full resolution. The listing will last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. SBL CSS Customers are alerted of the listing with an email containing all the information needed to immediately begin the remediation process. This is part of an automated trigger listing, that allows for a customer to delist directly on the Spamhaus website, after they’ve completed remediation. Remediation steps: Customers will go to the Spamhaus IP lookup website, at https://check.spamhaus.org, where they can check on the status of their IP and continue to monitor it in real time, until it is no longer listed there. Follow the remediation and delisting instructions provided, and check for specific details in the blocklist notification email. DBL (Domain blocklisting) Customers will receive an email notification alerting of the company domain being listed. The email will contain specific information to help narrow down and identify which email source likely triggered it within Marketo. It’s important to note that any email sent from outside of Marketo, that contained the company domain, is suspect. This means, if the sender uses multiple IPs and/multiple email platforms, then any of those could be the source. Remediation steps: Follow the detailed instructions in the email, which will also provide a link to the Spamhaus Domain reputation checker webpage, to check the real time listing status of the affected domain. Once the email source is identified and cause addressed, this customer will follow the online instructions to request to be delisted. Tier II Blocklist SpamCop Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions, but it makes it to the Tier II list because it can have a significant impact on B2B email campaigns. SpamCop is considered a Tier I one blocklist for B2B marketers but a Tier II for B2C marketers. SpamCop is a dynamic IP blocklist, that can affect a single IP or a subset of IPs Typically, the block will automatically lift within one business day, but can take longer for relisted IPs. To have triggered a SpamCop listing likely means the sender has a list management problem that should be addressed. How it works: SpamCop lists IPs for one of two reasons: Either the email hit SpamCop spam trap addresses OR A SpamCop user has reported the email unwanted. Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer. Remediation steps: If you are seeing a significant number of bouncing emails caused by a SpamCop blocked IP but aren’t sure if your email activity triggered the listing, first identify whether you are sending on a shared sender network or not. If sending from a shared IP range when this occurs, you or any other customer sending from the same network may have contributed to the IP block. This IP block will automatically get dropped within a business day. For those on a Dedicated IP that trigger a listing, refer to the above remediation steps and resources, to address the list management issue. Tier III Blocklist (Low/ No impact ) These are considered the lowest tier and therefore cause the least impact across the Marketo sender ecosystem. Some of these blocklists were more impactful at one time, while others are only impactful based on the sender region (Manitu). Others still can suddenly flare up (Lashback). There are also many blocklists that are ignored (0spam), and are not taken seriously because they do not provide any means to delist once on the list (NoSolicitado) or that they charge money to have the listing removed ( UCEPROTECT ). The pay-to-delist model is not well respected in the email industry. When using blocklist tool checkers, such as MXToolBox, many blocklists will appear, but very few are relevant. Here is our selection of Blocklists you may come across that are least impactful: Project Honey Pot SpamAssassin URIBL/SURBL DrMX PSBL 0spam HostKarma Ascams ZapBL Barracuda Trendmicro Inc. Cloudmark Proofpoint Invaluement ISP Blocklists Some ISPs use internal blocklists to make blocking decisions. Examples include AOL, Yahoo, Gmail, Outlook and Hotmail. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for significant ISP blocks. Those experiencing deliverability issues with emails not making it to the Inbox and bulking in the spam folder may benefit from additional services with our Email Delivery Consultants. Remediation Steps: Email Delivery Compliance Team works to resolve any ISP blocks. ISP blocks are are usually resolved or lifted within less than 24 hours of a delisting request. Customers experiencing significant blocks for Microsoft domains (outlook.com, live.com, microsoft.com), can submit a request to the delivery team to seek mitigation on their behalf. Additional Resources: Blocklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blocklist remediation Blocklist resolution flowchart Successful lead reconfirmation What is a blocklist?

Issue Description Munchkin activities recording stopped and web page activities were not logged. Since the activities were not immediately registered, any Trigger Campaigns set to initiate when those activities occurred would not have been triggered. Issue Resolution Initial Steps: As soon as you identify an issue with Munchkin Activities recording, contact Marketo Support to ensure that proper steps are taken to prevent any data loss. Once the activity data is back-filled, identify all the Smart Campaigns that were impacted and need to be replayed. If you need assistance to identify which smart campaigns were active during this incident, our Campaign inspector is a great tool to assist you. https://nation.marketo.com/docs/DOC-4470-campaign-inspector-for-triggered-recurring-campaigns. Replay Impacted Smart Campaign: After you have identified the smart campaigns that were impacted, create a new smart campaign using the following smart list filters; For Smart Campaigns triggered by clicking a link on a web page, use the following filters. Select the applicable link and timeframe based off what datacenter your instance is located in. The second filter is to prevent activities that were not impacted from replaying. For Smart Campaigns triggered by a web page visit, use the following filters. Select the applicable web page and timeframe based off what datacenter your instance is located in. The second filter is to prevent activities that were not impacted from replaying. After the Smart List is set up, the flow steps should mirror the flow steps of the original Smart Campaign that you wish to replay. If you experience any issues with replaying the impacted smart campaigns, please contact Marketo support at https://support.marketo.com, or through any of the methods listed here.

With the evolving best practices and awareness around data privacy, Marketo will be upgrading how we handle form pre-fill. What change is being made? Starting April 24, 2019, Marketo will only pre-fill form fields if the URL used to navigate to the Marketo landing page contains a valid mkt_tok URL parameter value (which occurs when users click tracked links in Marketo emails). What that means is, any time a person is viewing a Marketo landing page with a form, the URL being used must contain the mkt_tok token in the query string, otherwise the form on that landing page will not be pre-filled. If the URL in the browser window does have a valid mkt_tok tracking token, then the form within the page will pre-fill as expected with data corresponding to the person record associated with that mkt_tok. Also note that if you are embedding Marketo Landing Pages within other web pages using an <iframe>, the mkt_tok would need to be passed from the parent page to the <iframe> URL if you intend for form prefill to work within the <iframe> How did it work before? Previously, Marketo landing pages would rely on Munchkin tracking cookies to identify known person records, and forms would pre-fill based on that cookie. Form pre-fill did not require being linked to a Marketo landing page from a tracked email link. Why is this changing? This upgrade is being made to provide a more consistent and more secure experience with Marketo’s forms. We have identified that, in the past, people have experienced scenarios where data pre-filled into a form didn’t always correspond with the actual person viewing the page. For example, people using a shared computer or those who may have been cookied incorrectly by clicking through a forwarded email, could end up viewing incorrect data associated with a different person. To provide a more consistent customer experience, and as a security enhancement, Marketo is upgrading the conditions under which the form pre-fill will display known customer information. In short, pre-fill will only work when users clickthrough links in Marketo emails, demonstrating that they have ownership of the email address associated with the known person record. Below is a list of different scenarios and how form pre-fill will work moving forward. Please note, these changes to form pre-fill will not affect any other functionality of Marketo Forms, including the progressive profiling feature. Scenario Will the form pre-fill? Notes Clicking a tracked link in a Marketo email to a Marketo landing page with a form which has pre-fill enabled Yes The email link must have mkt_tok enabled. Links that are not tracked or that have mkt_tok disabled will not work. Navigating directly to a Marketo landing page with a form which has pre-fill enabled No A direct link to the landing page will not have the mkt_tok present in the HTTP request. Refreshing a Marketo landing page with a form which has pre-fill enabled No The mkt_tok is stripped from the URL after Marketo Landing Pages load so refreshing the page will not include the mkt_tok in the URL. As a result, pre-fill will not work. Clicking a link in a sample email to a Marketo landing page with a form which has pre-fill enabled No The sample email will not have a valid mkt_tok attached to the link and so will not pre-fill the form. If you wish to test form pre-fill you will need to use a real email from a Marketo campaign. Navigating to a non-Marketo page that includes an embedded Marketo form which has pre-fill enabled No This behavior does not change with the upgrade. Pre-fill has never been supported for Marketo forms that are embedded on non-Marketo pages. Navigating to a non-Marketo page that includes an <iframe> pointing to a Marketo Landing Page that includes a form with pre-fill enabled With custom implementation The form within the Marketo Landing Page that is being loaded in the <iframe> will pre-fill if the mkt_tok value from the original HTTP request is passed along to the <iframe> URL Visiting a Marketo page with a mkt_tok that is not associated with the same person record as an existing Marketo Munchkin cookie currently stored on the browser No This will prevent the wrong person’s information from being displayed in cases where a computer is shared, or an email with a mkt_tok tracked link is forwarded to another person that may already be cookied as a known person in your database. Copying a Marketo tracked link from an email and sharing/pasting it externally (email, blog, chat, social media post, etc.) that enables another individual to click the tracked link Yes The tracked link in a Marketo email will redirect to a URL with the mkt_tok included, so anyone clicking this link will reach a page and see pre-fill data associated with the known person record from the “to” line of the email.

Issue Description Importing a program from one subscription to another is failing and is returning the following error sent via email: Marketo encountered an error while importing [Program Name] The token "lead.First Name" is not available in the destination subscription. It is either a custom field that you have to create or need to be synced from your CRM system, if you use one. Issue Resolution Check if there is any malformed lead.First Name token in email Check if there is any malformed lead.First Name token in email template used by the email(s) in the program Check if there is any malformed lead.First Name token within a program token Check if there is any malformed lead.First Name token within smart campaign flow step(s) This error has been known to occur when the email template had a lead token coded as follows, with a line break between 'First' and 'Name': {{lead. First Name}} Note: In this scenario, the error message received via email is actually referring to the token in the email template that contains a line break between 'First' and 'Name' but is stripped out on the message when HTML is rendered. Who This Solution Applies To Customers importing programs between two instances

Issue Description Duplicate records were sent an email from an Email Program. Issue Resolution While Marketo prevents sending emails to duplicate records (i.e. same email address) via the same smart campaign, it is possible to send an email to duplicate record when there is A/B test configured for the email program. Specifically, one record can be sent an email from the test sample size while the duplicate record can be sent the email from the winner sample size [see For example, if there are two records for "mary@mail.com" in the audience, Mary can be sent two emails as follows: One record can be sent the email by qualifying for receiving the test from the sample size of the A/B test The other record can be sent the email by qualifying for receiving the winner from the sample size of the A/B test Note: sending the test and sending the winner utilizes individual campaigns which is why the systematic deduplication of emails within a smart campaign does not take effect for this scenario. To prevent this from occurring, exclude the duplicate records from the smart list of the email program.

Issue Description You have created a Smart List with a filter for a date type field and you are using the constraints either “before” or “on or before” a particular date. However, records with empty value on those field get qualified. Issue Resolution When you create a Smart List using a date field filter (e.g., Date of Birth, SFDC Created Date) and use the “before” or “on or before” constraints, the Smart List will also include people who have no value in said date field. This is an expected behavior as by default Null value is treated as a timestamp with a default value (e.g Jan 1 1900). This is similar to a token having default value and this is also mentioned as a caution within our knowledge base document over here. The work around is to use an addition filter or to make sure that the date value is populated for all the records. You can learn the importance of date stamping in this Champion blog post.

Issue Description Customers based in our Sydney datacenter experienced a service issue which caused an intermittent disruption in email sends beginning 10:30 AM AEST local time on November 12, 2018. This issue was resolved at 1:00 pm AEST and all emails are now sending normally. No customers outside of the Sydney datacenter were impacted. During the impacted time frame, some email sends were lost and will not be delivered. The issue occurred intermittently during the affected time, so some emails were sent successfully, while others were not. This documentation provides details on how to identify the impacted lead records. Identifying Affected Leads Symptoms All lead records that were sent emails during the impacted time will show an "Email Sent" activity (as per normal behavior) Leads that were not impacted and successfully had emails sent will show the corresponding "Email Delivered" or "Email Bounced" activities (as per normal behavior) However, the impacted leads that emails did not send to will NOT have any "Email Delivered" or "Email Bounced" activity. They will show the "Email Sent" activity, but there will not be any corresponding activity to indicate what the result was - Delivered or Bounced. The emails that failed to send will not be retried. Leads impacted by this service issue will not receive the email unless customers choose to re-send it through another Campaign or Email Program send. Using Smart Lists to Identify Leads To identify affected leads create the following Smart List: Filter logic: ALL filters Flow Step #1: Was Sent Email Email is any Date of Activity is ‘2018-11-12’ Flow Step #2: Not Was Delivered Email Email is any Date of Activity is ‘2018-11-12’ Flow Step #3: Not Email Bounced Email is any Date of Activity is ‘2018-11-12’ Flow Step #4: Not Email Bounced Soft Email is any Date of Activity is ‘2018-11-12’ Once complete, your Smart List will look like this: The lead records returned by this Smart List will be the impacted records that did not have emails sent during the affected time frame. *NOTE: In a limited number of circumstances, there is a possibility that a very small number of leads did not have the "Email Sent" activity logged. This will be an uncommon occurrence, if it happens at all. Who This Solution Applies To Customers in the Sydney Datacenter. No customers whose Marketo instances are located in other datacenters are impacted in any way. Where to get additional help If you would like any additional help please contact Marketo Support.

Issue Description When using a Change Data Value flow step for a datetime field type and manually entering in a date and time, the time is displayed, but removed from flow step upon refresh. Issue Resolution The reason that the time is removed is because the display field in the flow step is a calendar picker (the drop-down). Calendar pickers do not support displaying the time. It is meant to select a date on the calendar and display that date. It appears to store the value to the record when manually entered in the field, but it will not remain upon campaign refresh.

Issue Description How to view email opens and their time of activity per recipient? Issue Resolution Generally, the date/time stamps on email opens by recipient can be retrieved via the results tab of a smart campaign. If the emails were sent via an email program, go into the Control Panel and click the View Results link in the Audience pane. The other ways to get the activities and time by recepient is to: 1.) Create a smart list to find all leads that have opened the specified email and inspect each activity log https://docs.marketo.com/display/public/DOCS/Locate+the+Activity+Log+for+a+Person https://docs.marketo.com/display/public/DOCS/Filter+Activity+Types+in+the+Activity+Log+of+a+Person OR 2.) Use the activities REST API http://developers.marketo.com/rest-api/lead-database/activities/ http://developers.marketo.com/blog/get-activity-data-via-the-rest-api/ http://developers.marketo.com/blog/retrieve-activities-for-a-single-lead-using-rest-api/ http://developers.marketo.com/blog/polling-for-activities-using-rest-api/

Issue Description After running an A/B test, some Lead records appear to have received both Test and Winner. Issue Resolution In an A/B test, the sample size of the audience is sent the variants, and then for the winner: the entire audience minus the test audience is sent the Winning email. So let's say that you received both Test and Winner. This means you have duplicate records in the database. Marketo is designed to not send duplicate leads the same email at the same time. So one of the duplicates is qualified for the Test, and then when the Winner is sent, it's the total audience minus the test audience, the Winner is sent to the duplicate record. This above situation can apply to Lead Records as well, because of duplicates with the same email address, but also duplicate records that may have a FWD set up between them (record B emails FWD to Record A email address). Because this is expected from the design decision, the resolution is to deduplicate your database. Is this article helpful ? YesNo

Issue Description The "View In Browser" link gives an error "Customer does not belong to any POD" when clicked in the Email Preview or in exported email HTML. Issue Resolution When you Preview an Email you are viewing the layout of the email, but system tokens will not function. This is also true of exported HTML. When you send a Sample Email, you can test the the system tokens {{system.viewAsWebpageLink}} as though you were the customer.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Replay Trigger Campaigns That Failed Due To Munchkin Activities Recording Issues

Marketo Program Salesforce Campaign Status Mismatch

Form Pre-Fill Feature Upgrade

Using Tokens in Smart Campaigns

Error Importing Program – Token Is Not Available in the Destination Subscription

Duplicate Records Were Sent an Email from an Email Program

Empty Value on a Date Field Qualifies for the Filter Condition Even Though the Filter Condition Is Looking for a Value “Before” or “On or Before”

Sydney Datacenter Email Send Disruption 11/12/2018

Time is removed from flow step for a datetime field

View Email Opens and their time of activity per recipient

Received 2 Emails in the A/B Test: Test and Winner

“Customer does not belong to any POD” Error When Clicking View As Webpage/View In Browser