Hard bounce vs. Soft bounce?

    How Bounces are Processed in Sugar Market, Formerly Known as Salesfusion

    A bounce occurs when delivery is rejected by the recipient email server. The reason an email is rejected for delivery determines if that bounce is considered hard or soft. All bounces are classified into several categories and treated as either a hard or soft bounce in Sugar Market.

    Bounce categories and definitions

    Hard bounce

    A hard bounce indicates a permanent reason an email cannot be delivered. Hard bounces are set to DelStatus = 2 with the first bounce and will be excluded from any future mailings. Hard bounces are permanent failures and can be due to a bad address, recipient unknown or does not exist or domain does not exist.

    Sugar Market bounce categories for hard bounces are:

    • bad-configuration
    • bad-domain
    • bad-mailbox
    • inactive-mailbox
    • protocol-errors
    • routing-errors
    • bad-connection

    Soft bounces

    Soft bounces typically indicate a temporary delivery issue to an address. Sugar Market will try sending to addresses for fifteen mailings, and if delivery was not successful after fifteen mailings the address will be excluded from any future mailing. If a contact has activity of opening or clicking a message,  the contact will be reset to count of 0 and continue to receive mail. Soft bounces are typically due to a full mailbox, network errors or blacklisting/block scenarios.

    Sugar Market bounce categories for soft bounces are:

    • content-related
    • message-expired
    • no-answer-from-host
    • other
    • policy related
    • invalid-sender
    • quota-issues
    • relaying-issues
    • spam-related
    • virus-related
    in Deliverability

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