Sinch sends Hard Bounces for valid email addresses

[SCHNEIDERT]

Dear Experts,

did anyone ever check/verify the Hard Bounces, sent by Sinch to SAP Marketing Cloud, with another tool, e.g. Neverbounce?

E.g. in our last mailing I noticed that 20% of the Hard Bounces are for email addresses which are declared as "valid" by Neverbounce.

Has anyone had similar experiences?

In addition to that we're still receiving a part of the Hard Bounces in our mailbox instead of SAP Marketing Cloud and no one is able to explain that behavior... has anyone maybe even faced that issue too?

BR Tobias

[MarkusGrant]

Hi Tobias,

Are you using a dedicated IP address or shared IP address? This can have a big impact of course especially if using a shared IP address , where you have no control over what other Sinch customers are sending out.

We've noticed on occasion that the sender reputation of the IPs has dropped and that may cause the IPs to be blacklisted by certain spam filters or ISPs.

Cheers,

Markus

[SCHNEIDERT]

Hi markusgrant,

thanks for that input. When implementing SAP Marketing Cloud, SAP told us that a dedicated IP won't make sense for us because of the small amount of emails we're sending. But yeah, I understand the problem of a shared IP... 😕

The bigger problem for us is the communication with Sinch using Support Launchpad. I had a ticket open for many months (!) without any result or solution, always the same questions and answers,... that's really annoying.

[maximilianhaensler]

Hi Tobias,

unfortunately we have made the same experience using sinch as Email Service Provider. We did not use a separate software or tool to validate all email addresses. We still received hard bounce interactions for email addresses in the system that were valid. Escalation of incidents can make a difference, but the messages sent from sinch to the markeitng cloud are not changeable or reversible.

My tip is to also have a look at links in the email/text content and the domains behind it and check those domains with http://www.surbl.org/ - it may happen that domains are blacklisted and hardbounces are generated because the email service provider rejects the blacklisted domain.

Best regards,

Max

[SCHNEIDERT]

Hi Maximilian,

thanks for your feedback and for your tip regarding the domain check!

At the moment I'm thinking of a process like that:

- Disable the Hard Bounce logic within SAP Marketing Cloud so that the email-adresses are not deleted/blocked automatically

- Use the Hard Bounce interaction as a trigger in an Open Channel campaign (or maybe use Business Event Handling if possible) to send the information, or rather the email adress, to CPI

- Build an integration with a tool like neverbounce to verify the email address

- If it's valid, nothing has to happen - If it's invalid, delete/block the email-address in MC

Not sure if that would work like that and it does not solve the problem that we cannot send emails to that Contact because next time he would receive a Hard Bounce again

BR Tobias