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Email Complaints and Bounces

When you send KYC requests to your clients by email, we will automatically track any bounces or complaints and report these to you on the client detail screen.

This will allow you to easily identify if your emails are failing to reach the intended recipient.

What is a bounce?

A bounce will occur when the email we attempted to send on your behalf was returned undelivered. There are essentially two different types of bounce, a permanent bounce and a transient bounce.

A permanent bounce will occur when the address is unrecognised, perhaps due to a typo or unknown email address. In such situations re-sending, the email will result in the same problem, so changing the email address first would be the correct course of action. When we identify a permanent bounce we will not send any further emails to this address.

A transient bounce will occur when the address may be recognised but the receiving client was unable to accept new mail. This can happen if the client’s inbox is full or there is a configuration issue on the receiving end. In such situations, it is advisable to wait a couple of days before sending it again. When a transient bounce is detected we will automatically prevent additional emails from being sent for a period of 2 days.

What is a complaint?

A complaint is registered if your client flags your email as spam. This can sometimes happen accidentally, but as a precaution, we will place a block on the email. Any subsequent attempts to send mail to that address will not be possible.

If we’ve detected a bounce on one of your client’s email and the underlying issue has since been resolved you can contact us to ask that we manually clear the block.