What are Complaint Counts and Bounce Counts?

In BirdWrangler user accounts there are two fields related to a user's ability to receive emails sent via the platform, Complaint Count and Bounce Count.

A Complaint Count is registered any time a user flags or reports an email sent via your platform as spam/junk. If this field has a value higher than '0' then no further emails will be sent to this user via the platform.

If you notice a value greater than 0 in this field, you can update it to 0 to enable emails again for this user.

Bidders may receive several emails from the platform, including registration confirmation, invoice paid/unpaid emails, bidding notifications* and clerking notifications*.

*if they have 'Receive bidding notifications via email' enabled.

If any of these get flagged as spam, all future emails may be disabled. Clerking notifications in particular should be used sparingly to avoid sending too many emails.

A bounce count will increase every time an email was attempted from the platform but delivery was unsuccessful. Once the value in this field reaches '5' then no further emails will be sent to this user via the platform. A bounce could be caused by one of several reasons:

• The email address provided has been mis-spelled

• The email address provided is a fake or placeholder email

• The recipient's inbox is at capacity, and the'll need to free up more space to receive further emails

• The email sent exceeds a size limit (this is unlikely, since emails from the platform are small, but could affect those with PDF attachments when emailing invoices or settlements)

• The recipient's account no longer exists

• The recipient's mail server is temporarily down

• The recipient's domain (the part after the "@" symbol) has been parked or suspended

Once the reason has been identified and resolved, you can update the value in this field to 0.