Soft bounces which occurs after Email delivered activity captured

MuhammedSuhail
Level 2

Soft bounces which occurs after Email delivered activity captured

We are managing soft bounces with below condition to mark them marketing suspended.
Soft bounces - any - 3 times - past 90 days
AND
Not delivered email - any - 3 times - past 90 days

We are capturing many records.

 

But we come cross a scenario,
When we check soft bounces and delivered email, I can see many records where Email delivered captures in Activity log and then soft bounces occurs (I also noticed 'Email Delivered' activity took place before 'Send Email'), but we can't capture these records in our marketing suspended as we consider 'Not Delivered Email".

Email delivered and soft bounces occur.jpg
Why Marketo captures Email delivered first and soft bounces occurs for some records? Do we have any solution to capture who got first Email Delivered and then Soft bounces  into our Marketing Suspended tag?

2 REPLIES 2
SanfordWhiteman
Level 10 - Community Moderator

Re: Soft bounces which occurs after Email delivered activity captured

A Soft Bounce after delivery — called an “out-of-band“ Soft Bounce in Marketo — mean:

 

(1) the recipient’s mailserver (MX) said “OK, message accepted” when Marketo attempted to send the email

 

... but then...

 

(2) some time later another server, typically deeper inside the recipient’s infrastructure, said “Wait, actually that message or recipient is bad” and sent a separate bounce message to Marketo

 

Marketo will never erase the Email Delivered activity because it really did happen and it would be incorrect to pretend it didn’t. But then it logs the bounce as well.

MuhammedSuhail
Level 2

Re: Soft bounces which occurs after Email delivered activity captured

Thank you @SanfordWhiteman for quick response.

 

Is there any best approach to mark these people as 'Marketing suspended' as we can't go with Soft bounced and Email delivered condition which will blindly mark people who received email in that timeframe?