Email Hard Bounce

[Former Member]

Dear SAP experts,

we have some email hard bounces that were faced because the email box of the customers were full.

Now the problem is solved, so we'd like to "reactivate" these email addresses: is there a way to do it?

I can't find anything in the SAP Support Portal.

Thank you.

Regards.

Andrea

[andreasfranz · Accepted solution]

Hello Andrea,

probably the easiest way to re-activate the data is to send an inbound interaction.

I could image that you just set-up a dedicated interaction type for that in case it happens more often.

In general: a hard bounce indicates a wrong or non-existent e-mail address. In case of a full mailbox I'd expect that the e-mail adress stays "active".

best regards

Andreas

[Former Member · Accepted solution]

Dear Andreas,

thank you for your answer.

We haven't set up an inbound process to "reactivate" the email address...how should we implement it?

Do we have to create a campaign with a dynamic target group which is executed periodically and call an iflow in HCI (with an open channel action) which creates an inbound interaction for the specific customer on the blocked email?

Or we have to create a trigger-based campaign which runs everytime an email interaction with error "BADR - 550 User quota exceeded" is created in the system? If yes, is it possible to set in the trigger the error reason?

About this kind of error, I have found this explanation on the Internet:

Regards.

Andrea

[andreasfranz · Accepted solution]

Hi Andrea,

it depends a bit how often this error happens and how the process should look like (do you really want to re-activate all e-mails?)

The easiest way is to just upload the interactions via CSV.

best regards

Andreas Franz

[Former Member · Accepted solution]

Hi Andreas,

thank you!

Only the last question: which kind of interaction should I have to create? Is there a specific one?

Thank you.

Regards.

Andrea

[KunalBansal]

Hello Andrea,

I believe you're using SAP Marketing Cloud and and hence Digital Interconnect.

You need to send an email to SAP Digital Interconnect mailto:sapdigitalinterconnect@sap.com and request same.

Thank you.

Best Regards,

Kunal

[maik_bosch]

Hi Kunal,

I think they would like to validate invalidated email address facets (after hard bounce) again.

Not sure if Digital Interconnect can help here..

Maybe load the contact amster data for the affected conatcts again?

Best regards

Maik

[KunalBansal]

I agree,

If the email/contacts have been added to spam/junk, then SAP DI can help; else they need to reload the contact master data.

Kunal

[vervinckt_joyca]

I thought "mailbox full" was a Soft Bounce interaction :s

Does SAP DI make this count as a Hard Bounce?!

Kr

Joyca

[Former Member]

Hi Joyca,

it seems to be exactly as you said:

I think that this kind of error should be a Soft Bounce.

Regards.

Andrea

[vervinckt_joyca]

That's strange Andrea, I'd open an incident message for it.

Mailbox full is listed as an interaction reason on the Soft Bounce interaction in the standard configuration, so this really shouldn't be a hard bounce.