š”Please note that that we are seeing an increased number of rejected emails coming from domains such as Cogeco, Sasktel, BigPond, and BT. While we are in contact with these companies trying to work through thisā we highly recommend that you have your patient contact their email provider to request that they stop blocking these notifications from coming through as well.
What does it even mean?
When youāre seeing the ābouncedā tag on a patient profile, or the messages in the Message Log are followed by a āBad_Recipientā tag, this indicates that the email has been sent, but was returned as undeliverable (Return to Senderā email style).
This means that the email provider (eg. ā@gmail.comā ā@hotmail.comā etc) was unable to deliver the email to their client (your patient).
Interesting, go on..
The reasons vary but the main categories are a soft bounce and a hard bounce, or a spam complaint.
1ļøā£A soft bounce is something more temporary, such as the inbox is full and some space needs to be cleared out.
2ļøā£A hard bounce is something more permanentā like a block, if the email address doesnāt existāor if the patient email server is having an outage.
3ļøā£And then a spam complaint just means that the patient reported a previous email as spam (this sometimes happens unintentionally).
Hereās a great document from Mailchimp that dives deeper into Bounces if youād like to learn more.
Okay, but what do I do about it?
šWe always recommend double-checking the the email address is spelled correctly, or sometimes removing it entirely and re-typing it fresh (some typos are harder to spot!)
šIf that doesnāt seem to be the issueā the solution will depend on the reason for the bounce, and weāre able to take a deeper look to locate those reasons.
Feel free to pass along the example by sending us a direct URL link to the patient profile, and we can take a look to see if the patientās email provider accompanied the rejection with a reason.
š š½āāļøFor patient privacy, please do not submit full names or email addresses to us via emailā just the direct link to the patient profile will do the trick. If youāre not sure how to do this, hereās a video to explain.though unlike my example at the end, please let us know why youāre sending us this linkā rather than just sending the link without explanation!
Once we know the reason for the bounce, we can let you know what the resolution steps are :)