Resolving email delivery issues
There are many reasons why you may be unable to send an email to someone through ChurchSuite. To discover the reason for any undeliverable sent emails head to the Address Book module's Reports section and open the Email Errors report. This will generate a report of any errors encountered when sending Address Book email communications. The Children, Calendar, Giving and Bookings modules also each have their own Email Errors report.
This usually arises from a recipient intentionally or inadvertently labelling one of the emails you've sent through ChurchSuite as spam. As a result the email address is removed from their contact profile and blacklisted to prevent you sending them further unwanted emails through ChurchSuite until the blacklisting is removed at the recipient's direct request to ChurchSuite Support. Even if they subsequently mark your domain as a 'safe sender' a blacklisted email address remains blacklisted until we are given authority from the recipient that they do indeed wish to receive your emails once again. Any attempts by a User to manually re-enter the email address will be labelled as 'rejected' and the email address will again be deleted from the system.
The purpose of this functionality is to protect people - even if legitimate Address Book contacts -from being spammed by emails from your ChurchSuite account. This protection involves the contact's email address being added to Mandrill's blacklist (Mandrill process all outbound ChurchSuite account emails). Removing an email address from the Mandrill blacklist can only be done by ChurchSuite Support, and a request must come to us directly from the contact and from the affected email address they want un-blacklisted (again, this is for their protection).
In the event that a recipient/contact accidentally marks an email as Spam or changes their mind, they will need to contact firstname.lastname@example.org to be removed from the blacklist before you can add their email address back onto your ChurchSuite account.
Alternatively, your email may have been rejected by the recipient's email server and consequently added to a rejection blacklist. There are two types of bounce explained below...
If an email is labelled as 'Hard Bounce' it almost certainly means that the recipient's email you hold does not exist, likely due to a typing error. ChurchSuite will automatically remove hard bounce email addresses from its system. In the event of Hard Bounces ensure that the contact’s information you have is accurate and entered correctly.
If an email is labelled as 'Soft Bounce' it typically means the recipient's email provider is encountering a temporary delivery issue. Soft bounces are handled differently to hard bounces. When an email address soft bounces it will immediately display as a soft bounce in the Email Errors report. If an email address continues to soft bounce in subsequent emails/campaigns the address will eventually be considered a 'hard bounce' and will be automatically cleansed from the person's record in ChurchSuite. While there are many reasons an email address may soft bounce - below are some common reasons this could happen.
- Recipient mailbox is full (over quota)
- Recipient email server is down or temporarily offline
- Email message is too large for the server to handle
In cases of Soft Bounce the person's email provider will attempt to automatically deliver the email over the course of the next few days, however if the issue persists then it will be labelled as 'rejected', be hard-bounced back to ChurchSuite's mail handler, and the email address details will be deleted from your ChurchSuite account. If this occurs, and the recipient still wishes to receive emails, then they too will need to contact email@example.com to be added back onto the system.
If a Soft Bounce issue persists speak to the intended recipient to try and work out the problem: often it will be as simple as removing a large histories of emails from their mailbox to clear space.
For more information on mailbox delivery issues check out Mandrill's guidance.