2 Replies Latest reply on Feb 13, 2018 4:54 PM by Jen Zapp

    Records not receiving email

    Niti Shah
    Niti Shah Feb 13, 2018 2:12 PM

      We have an interesting issue.  We have a newsletter that we send out bi-weekly and we use the same smart list. We have number of records that not receiving these email newsletters.  We typically get around 140K recipients total among regions. But lately, the send has dropped to 80K and Marketo’s explanation is that it’s the duplicates in the system. While we definitely have duplicates, it’s hard to believe that it would cause such a huge drop in sends.

      we do have smart logic that we are using. Does anyone have suggestion/thoughts?

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        • Re: Records not receiving email
          Sanford Whiteman
          Sanford Whiteman Feb 13, 2018 2:17 PM (in response to Niti Shah)

          While we definitely have duplicates, it’s hard to believe that it would cause such a huge drop in sends.

          There's no reason to guess or believe one way or the other! It's a mathematical question. How many duplicate emails are there in this list?

          • Re: Records not receiving email
            Jen Zapp
            Jen Zapp Feb 13, 2018 4:54 PM (in response to Niti Shah)

            Since you've been talking to Marketo Support, you probably already checked these things, but here are some suggestions:

            - Check your SPF and DKIM statuses (under Admin>Email) to see if they are verified.

            - Check to make sure your domain didn't get blacklisted (Email Blacklist Check)

            - Check your communication limits (often overlooked)

             

            I would also pull a list of who received the email in a past send (with the 140k delivered), but has not received one of your latest emails (80k delivered) and spot check a bunch of them to try and find a pattern.