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Email Complaints and Bounces


Please note: this article is not applicable to users who are sending emails through their own custom SMTP provider.

When you send any invoices, statements or estimates to your clients by email, we will automatically track any bounces or complaints and report these to you on the client detail screen.

This will allow you to easily identify if your emails are failing to reach the intended recipient.

What is a bounce?

A bounce will occur when the email we attempted to send on your behalf was returned undelivered. There are essentially two different types of bounce, a permanent bounce and a transient bounce.

A permanent bounce will occur when the address is unrecognised, perhaps due to a typo or unknown email address. In such situations resending the email will result in the same problem, so changing the email address first would be the correct course of action. When we identify a permanent bounce we will not send any further emails to this address.

A transient bounce will occur when the address may be recognised but the receiving client was unable to accept new mail. This can happen if the client’s inbox is full or there is a configuration issue on the receiving end. In such situations it is advisable to wait a couple of days before sending again. When a transient bounce is detected we will automatically prevent additional emails from being sent for a period of 2 days.

What is a complaint?

A complaint is registered if your client flags your email as spam. This can sometimes happen accidentally, but as a precaution we will place a block on the email. Any subsequent attempts to send mail to that address will not be possible.

If you believe your client flagged your mail as spam accidentally please contact us.

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