Hard bounce for valid mails

[former_member798378]

Hi everyone.

Have you ever had any such case In SAP Marketing.

I run email campaign, for the clients who had mails .

Mails were shown in segment and in client cards.

After finishing the campaign was shown hard bounce status for clients whos mail were valid, and the mail was removed from the client card but not from segment.

Service for mail is SAP DI.

The master data is SAP CRM.

How can I resolve this problem?

[jerryjanda]

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[SCHNEIDERT]

Hi Armine,

yes, this may happen from time to time and I think there's no real "solution" for that case. We're facing the same issue.

Are you using a dedicated or shared IP?

As a workaround you can only import for example and EMAIL_INBOUND interaction in SAP Marketing to restore the email addresses for the contacts. But probably they receive a Hard Bounce again in the next campaign execution...

BR Tobias

[former_member799975]

Thanks for answer

[former_member799975]

I am using dedicated IP.

[andreasfranz]

Hi Armine,

please also check this Blog post: https://blogs.sap.com/2022/01/13/sap-marketing-cloud-bounces-management-using-sinch-e-mail-365/

best regards

Andreas

[jayce_wang]

Hi Armine,

The hard bounce information should come from Email service provider, so it is recommend of you to send an email to Sinch (DI) mailto:DI.email365.onboarding@sinch.com to request bounce related reports to find out the reason or how to avoid it.

On the other hand, if the hard bounces happened by mistake, you can refer to following help document to get back email addresses.

https://help.sap.com/docs/SAP_MARKETING_CLOUD/b88f770e4b7c4ecead5477e7a6c7b8f7/feba7a3833f6447db8d30...

Best regards,

Jayce