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

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multiple SOFT_BOUNCE interactions, Is there any logic in Hybris that says after X (3, 5) soft bounces, the email is no longer valid?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

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1 Answer

  • Sep 29, 2017 at 09:26 AM

    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.

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