Soft Bounces: do they convert to hard bounces? Is there a limit on Soft Bounces?

[former_member455817]

I have reviewed this blog post (https://blogs.sap.com/2017/08/10/sap-hybris-marketing-campaign-success-and-bounce-handling/) that mentions that if a soft bounce is temporary and the email is ultimately delivered, the interaction for that contact will show an EMAIL_OUTBOUND and not a SOFT_BOUNCE interaction, but what if the soft bounce is not resolved and the email is never delivered? Does the SOFT_BOUNCE ever convert to a HARD_BOUNCE?

What about after one contact receives multiple SOFT_BOUNCE interactions, Is there any logic in Hybris that says after X (3, 5) soft bounces, the email is no longer valid?

In segmentation under a contact-level profile I do not believe there is a way to COUNT interactions (eg. this contact has had 3 of a particular interaction type), it seems like there is only the ability to include and exclude contacts based on the presence of an interaction.

[vervinckt_joyca]

Hi Hilary,

I've put a similar question on the community a while back; maybe you find some helpful info in here: https://answers.sap.com/questions/138002/details-on-bounce-statistics.html

About this part:

In segmentation under a contact-level profile I do not believe there is a way to COUNT interactions (eg. this contact has had 3 of a particular interaction type),

You do have interaction count available in the Score Builder; so you could build a score with SOFT_BOUNCE count higher than 5 and use that score in segmentation as well. See example in the screenshot.

[former_member455817]

Thanks! I did see your question, but it didn't seem like anyone answered it really. I guess based on your answer above, suppressing an email after 5 soft bounces is possible using custom scores, but has to be done manually, there's no built in functionality that automatically does that.

[vervinckt_joyca]

Did you see there are collapses sub-comments on the question?

Hakan had answered with a blog which makes reference to a badi.

I haven't implemented it myself but custom code could be built in the badi to add logic to the multiple soft bounces I guess.

Hakan Köse Mar 13 at 01:52 PM

Hi Joyca,

You may want to check out this blog post if you haven't already: https://blogs.sap.com/2016/11/09/hybris-marketing-email-campaigns-feedback-handling-amazon-ses/

In the blog, Matthias Reiner claims that with BAdI CUAN_IMPORT_IA_4_IC implemented, you can adapt interaction type/types related to soft bounces and manipulate these interactions so they act like interaction types related to hard bounces.

I hope this helps