Late last year we introduced a feature that handles undeliverable email addresses. Initially it was doing (we thought) a really good job capturing email bounces and preventing further messages delivered to servers which can't process them. Eventually we started to see more and more concerns, and recently we made some changes to get better at capturing these messages, and everything went crazy.
When we began processing error codes buried in attachments we saw our numbers shoot straight up, marking many times more users as undeliverable. This massive increase made it clear we weren't digging deep enough into the error messages to know whether the failure was related to content, permanent state of failure, or some temporary state.
As of today (May 31st, 2017) we will be turning off our delivery failure notification processing entirely. This change is already in effect for all accounts. Though there is a risk that this will increase our rate of sending email to bad addresses, we feel that the impact on customers has been great enough to take that risk. We are using this as an opportunity to dig deeper into our treatment of these notifications, and categorize them more carefully. Our previous attempts, even though we went to great lengths to study examples, were not sufficient, and we apologize for the difficulty. When we have a more thorough understanding, we'll bring these changes back.
A few notes about these changes:
- We will stop capturing bounce notifications and using them to mark individual user identities undeliverable.
- Currently undeliverable users will remain so, but you can always mark them deliverable in the user profile.
- Email notifications of delivery failures will be captured to log the messages they receive, allowing us to use them in our research.
- Notifications will not create suspended tickets.
This change will be as temporary as possible, and we will keep you updated with our progress. Again, we're very sorry for any inconvenience we've caused, and we invite you to reach out to us with any questions.