When an email bounces
What a bounce means, what happens to the credit, and how to re-issue the notification to another address of the same person.
Updated:
A bounce (bounced) is the recipient's mail server saying it will not deliver the message: the address does not exist, the mailbox is permanently full, or the server refuses the mail. Its answer is kept in the evidence exactly as it arrived.
How you find out
- On the notification's page, under Delivery did not complete, each affected recipient is listed with the reason in plain words and a stable code.
- The firm's owners and the lawyer who sent it receive an alert email.
What each reason means
| Reason | What happened | Is the credit refunded? |
|---|---|---|
| The address does not exist or refused the message | The message did go out and the recipient's server returned it. | No: the send is in the evidence. |
| Our mail provider refused the message | The message did not go out. | Yes, automatically. |
| Recipient not enabled yet | During the pilot we only deliver to enabled addresses; the message did not go out. | Yes, automatically. Write to us to enable it. |
The server asked to retry (deferred) |
A delay, not a bounce. The retry is automatic. | Not applicable. |
Re-issue to another address
If you know another address of the same person:
- On the notification's page, under the recipient that bounced, choose Re-issue to another address.
- Enter the new address, state how you obtained it and upload its proof (or explain why you have none), and make the art. 8 sworn statement for that address.
- Choose Re-issue and send. A new notification with the same message and the same attachments is created and sent at once. It uses one credit.
The original notification and its evidence are not modified: the bounce stays on record and the new notification has its own constancia. Only a lawyer with an approved verification can re-issue.
If the address is right
A bounce from an address the recipient uses every day is usually a filter on their server. Write to us from /soporte with the notification's identifier and the bounce code: we go through the server's answer with you. We cannot change a recorded bounce, but we can help you understand its cause.