Bounced emails most often occur for three reasons – either the email address listed in a contact’s record is misspelled; the email address no longer exists; or the email provider has rejected or quarantined the email because it believes that it may be spam.

With any of those reasons, when an email returns to Donor Management as “bounced,” the email will automatically have that “Does this email address receive emails?” toggle be set to “no,” and will display that gray “X.”

You might be wondering why an email address would automatically be set to not receive emails after bouncing. Your system does this automatically because email providers sometimes are more likely to reject an email if there are already “invalid” (or bounced) emails that are listed as recipients.

In other words, if you’re trying to send an email to 100 contacts and 10 reflect as “bounced”, the likelihood that more emails will bounce (that didn’t bounce previously) is higher if you try to re-send the email to those bounced contacts.

If the email address bounced due to a misspelling, or you have an updated email address to replace an invalid one, you can easily toggle back to that blue and white checkmark from the contact record. This should then allow that email to receive messages from Donor Management once more.

Each email address reflects as “bounced” independently from any other email addresses on a contact’s profile. This means that even though one email address on a contact record might have bounced, if there’s a secondary email address listed, it may still have received the message without an issue.