Overview
This document describes the bounce rate policy, its thresholds, actions, and consequences for email senders. It also includes the additional rule of applying email sending limitations for users who have consistently high bounce rates over the past few days.
Bounce Rate Categories and Actions
The system automatically monitors the bounce rate for each user's email campaigns and triggers specific actions based on predefined thresholds. The bounce rate is calculated by dividing the number of bounced emails by the total number of emails sent in a campaign.
Status | Bounce Rate | Actions | Consequences |
Clean | 0% | No action required | No consequences |
Low | <2% | No action required | No consequences |
Get Noticed | 5%-7% | Send in-app notification | No immediate consequences |
Get Warning | 7%-10% | Send in-app notification, send email warning to the user, notify the Support teams | No immediate consequences |
Daily Sending Limitation | >10% in 1 campaign or >7% in 3 campaigns | Send email warning to the user, notify the Support teams, CRM manually limits daily sending email on accounts | Support team contacts the user, daily sending limitation, user can appeal the limitation via email |
New Rule – Email Sending Limitations Based on Recent High Bounce Rates
Detection of High Bounce Rate Over Recent Days
The system will continuously monitor bounce rates not only per campaign but also aggregate the bounce rates over the last few days.
If the aggregate bounce rate over this period exceeds 10%, the user will be flagged for potential sending limitations.
2. Limitation Rules
Once a user is flagged for consistently high bounce rates over the past few days, an automatic sending limitation feature will be triggered.
The sending limitation will restrict the user from sending large-volume email campaigns until their bounce rates drop below the acceptable threshold.
The restriction may limit the user to:
A reduced number of emails per day.
A gradual recovery to their full sending capacity once bounce rates improve.
3. Workflow for Sending Limitations
Detection: If the bounce rate exceeds 10% for any campaign and remains consistently high for more than 7 days, the system will automatically trigger the sending limitation.
Notification:
An in-app notification and email alert will be sent to inform the user about the limitation.
The alert will explain the reason for the limitation and how to proceed.
System Action: The user’s sending capacity will be temporarily restricted until the bounce rate is reduced below 10% for consecutive campaigns.
4. Actions for Recovery
If your account is suspended, you can appeal by contacting us via email [email protected] and our team will review the case and make a final decision.
If no appeal is submitted:
Your account will have daily sending limitations.
Restoration of the account will only be considered after re-evaluation, which may involve providing evidence of improved list quality, such as email hygiene processes or list verification.
Once bounce rates are under control (i.e., below 10% for the last few campaigns or 7-day window), the sending limitations will be lifted, and full email sending capacity will be restored.
Policy Updates
Please note that this policy may be updated at any time without prior notice. Make sure to check for updates regularly to stay informed.
By using our service, you agree to follow these rules and accept the consequences if your bounce rates exceed the acceptable limits.