On our cloud platform, we handle email for you. To ensure email deliverability we have to keep our "score" high which means we are very strict about managing email sending.

Right now, our systems monitor when an email bounces or is reported as spam. For spam reports we immediately stop sending to that email to ensure a good sending score. For bounces, it depends on the type of bounce but they will eventually be blocked as well.

This is great for sending scores but sometimes emails get blocked when they should not. People might accidentally click mark as spam. Their email provider might be having technical problems one day causing bounces that then get resolve. The list goes on.

Bounce Management

We are adding the ability for you to view reports on bounced/complaint emails, take action on member accounts (purge them or mark them as no notifications), and unblock emails that our platform may be refusing to email.

A few notes on unblocking: we have to impose some limits of course. Spam complaint blocks can only be unblocked one time. If a second spam complaint for same email address comes in then no further sending will happen (ever). Bounce emails can be unblocked five times.

A further note on spam complaint emails: depending on the nature of the complaint, they may not be able to be unblocked. Sometimes a spam complaint comes in and is targeted to the source (your community) and other times is targeted to the platform (our entire infrastructure). If it's targeted at our systems globally, then you would not be able to unblock it. But then, who wants to keep emailing someone who marks you as spam anyway!

 

This new feature will be available on all of our packages except Beginner.

On 2/22/2023 at 2:43 AM, Dll said:

Is there any plan to allow custom email addresses to be used as the sender from the cloud system?

Do you mean the "From" address? Right now they are all from [email protected] but the "on behalf of" address is your address.

We can look into it but the problem is the return path. We have to ensure that bounce/spam reports come back to us for processing.

You can also set a proper return path in the header but ancient email providers or corps still running Outlook 1999 may not honor it 🙂 

Understood!  

That screenshot is EXACTLY where I was hoping that report would be!  It makes complete sense for it to be there and gives us the ability to apply other filters such as non-deliverable in a specific member group, or last activity date.  So that's very helpful!

If I might make a suggestion for a subsequent iteration...  users RARELY go into their account settings.  In fact, they may never even notice they're no longer getting email from us at all.  

It would be very helpful to have a way of more prominently notifying a user of the problem.  I would suggest displaying a message similar to the announcements feature's "above page content" or at the very top of the page.

You could display a red bar that has a warning that there is a problem with email delivery.  At that point you can simply drop them on that revised page to update their email address.

If emails are not being received, they can no longer self-service reset passwords, they may miss important announcements, etc.  So it's important they're aware of that issue ASAP.  I personally suggest it would always display until the issue is resolved and not allow it to be dismissed by the member.