Emails without bounce notification are not arriving

[jose_rangel]

Dear SAP Community,

in our Marketing Cloud Project we are using SAP Interconnect to send our emails. Unfortunately, we have the following problem:

After executing a campaign, some contacts receive the interaction "Outbound email" and are not returned as soft/hard bounces or as email complaint. Nevertheless, these contacts are notifying us that some of these emails do not arrive in their inboxes.

We have another case of contacts with the interaction "Email complaint" with the description "Dropped-Finished-Previously_bounced: null null" and these emails are not arriving in the spam folder of the contacts. Is this happening because the contact has had a bounce previously and the email is not even being sent?

We have opened an SAP incident to understand this problem better.

In the meantime, does anyone have an idea how we could start solving this?

Best regards

Jose Rangel

[SCHNEIDERT · Accepted solution]

Hi jose_rangel,

to give an update: I've also opened an incident and got the information that the affected email-addresses have been on a "suppression list". I don't know why or how that happened. SAP delisted them. After that it worked for some of the contacts. But some still receive the same interaction and do not get the mails. The next level escalation team is evaluating the issue.

BR Tobias

[jose_rangel · Accepted solution]

Hi schneidert

Thank you for this information! We raised a new incident to get the email addresses removed from that suppression list. I will post here is that solved our problems.

Best regards

Jose

[jose_rangel · Accepted solution]

Hi schneidert

Once again thank you for the information you provided about this in December. That helped us solve this problem. We asked the SAP Support Team to release the email addresses from the suppression list and the contact received and interacted with the emails. Unfortunately, they were in the suppression list again for the next campaign. Have you encountered this as well? It wouldn't be good to have to ask SAP everytime to remove the contacts from the suppression list.

Best regards

Jose

[SCHNEIDERT · Accepted solution]

Hi jose_rangel,

no, I haven't encountered this until now. Are the same addresses affected as in the last campaign? That's really strange..

BR Tobias