Understanding guest email statuses

Overview

When emails are sent to guests, the system status is shown next to the guest record in Guest Management so that delivery status and email interactions can be easily tracked.

In Guest Management, each icon can be clicked to view the description of the status, as well as the details on any bounced or blocked message.

The seven statuses

A full summary of statuses is listed below:

Status	Icon	Description
Processed		This message is being prepared for delivery. The status will be updated in a few minutes. This message can also mean that we have not received a confirmation of delivery from the recipient's server despite an email being delivered.
Dropped		The message will not be sent to the recipient. This may be due to spam content in the email or the user previously refusing emails. This should be very rare as guests are not able to unsubscribe from communications as they are operationally essential.
Deferred		The message cannot be delivered immediately due to the recipient's server. The system will continue to try for 72 hours. Status will be updated once known.
Bounced		Often caused by an outdated or incorrect email address. The  error code will also be shown to help resolve the issue.
Blocked		Usually a non-permanent rejection of a message, for example if the spam score was high or the recipient server did not trust the From Email address. The error code will also be shown to help resolve the issue.
Delivered		The email was received by the recipient's server. This does not guarantee it has reached the recipient's inbox due to internal email filters that are out of our control, but the message should be seen in at least 99% of cases.
Opened		The recipient has successfully received and opened the message.

Resolving bounces and blocks

Unfortunately some emails may be bounced or blocked. In these cases, you should work to resolve the issue and resend emails once the issue has been resolved.

Resolving bounces

The most common cause is an incorrect email address. An incorrect guest email address can be corrected directly in Guest Management by expanding the guest record and clicking Edit. Once rectified, select the guest and click Email Guests where you will be given the option to resend their last communication.

Bounces can also be caused by user's having a full mailbox. You may wish to try resending their email 24-48 hours later once they have had time to clear the issue.

Resolving blocks

Blocks are often more difficult to resolve. These are usually due to aggressive firewalls on the recipient's email server which are rejecting the from email address and/or the content within the message (even if it has a low/good spam score). You may wish to report blocks to the Sponsorworks Helpdesk if you continue to have issues and they will assist where at all possible.