Unsubscribe and Bounce Management

Summary and Overview

JangoMail provides robust and flexible unsubscribe and bounce management capabilities.

Individual addresses or entire domains can be unsubscribed. All email addresses and domains on your account’s unsubscribe list will never receive an email from your JangoMail account, even if you try sending to it. In addition to giving your recipients the option to unsubscribe from your entire account, you can give them the option to remove themselves from just a particular email list in cases where a recipient may be on more than one list within your account.

With respect to bounces, you can specify how many times an address must bounce before JangoMail stops sending to it. The default value is three times for a non-definitive or soft bounce. JangoMail counts a message as a bounce if the returned diagnostic code indicates that the address was not delivered to, regardless of whether it is a hard or soft bounce.  A definitive or hard bounce example is no such address. A non-definitive or soft bounce example is account suspended. The "no such address" condition will never get better (unless the address is created in the future). An "account is suspended" condition is likely to be temporary in nature, so that's why we try three times before giving up. In short, a hard bounce is one and done, and a soft bounce is 3x and done.

There are times when an address does become valid (the "no such address" address now being available), so we support a feature where you can clear bounced addresses from your account.

Messages such as "out-of-office" autoreplies do not count as bounces.

In the cases of both unsubscribes and bounces, a new JangoMail account is set by default to automatically handle unsubscribes (if JangoMail does not detect an unsubscribe link in your emails, it automatically adds one) and bounces, so the material in this tutorial is meant for those who may wish to customize unsubscribe and bounce functionality or learn more about how JangoMail has implemented unsubscribe and bounce functionality.

 

 

Unsubscribes

Giving Your Recipients the Option to Unsubscribe

There are two methods available to your recipients to unsubscribe from your emailings. The recipient can reply with the word “unlist” or “unsubscribe” in the Subject line, or you can provide an unsubscribe link for your recipient to click. By default, if JangoMail does not detect the presence of these elements, it will automatically add an unsubscribe link and CAN-SPAM compliant footer (along with unsubscribe instructions) to your HTML emails, and unsubscribe instructions to your plain text emails. If the recipient clicks the unsubscribe link, JangoMail will process the request.  Please note that JangoMail can only process replies with “unlist” and “unsubscribe” if replies are directed to JangoMail, so this will not work if you are using your corporate email address as your From Address or Reply-To address.

Below is an explanation of each method:

Example 1 - have recipient reply back with “unlist” in subject

Insert the following text at the bottom of your emails:

To avoid receiving future emails from us, please reply back to this message with “unlist” in the subject line.

Example 2 - give recipient link to click to unsubscribe

HTML Code Sample:

Click <a href="http://some_tracking_domain/u.z?***uniqueid****">here</a> to avoid receiving future emails from us.

This is how it will look to your recipient:

Click here to avoid receiving future emails from us.

Note: the link will only operate properly after it is sent as part of a JangoMail email message because only then will the ***uniqueid**** part be replaced by the recipient’s actual unique JangoMail identifier.

When a recipient clicks this link, he will be taken to a simple web page telling him that his email address has been unsubscribed. You can customize this page with your company logo by setting your company logo in the Files section by clicking the Company Logo tab, or you can choose to have the recipient redirected to a page on your own website. You can set this under SettingsReply ManagementUnsubscribe Request Handling.

Unsubscribe Methods

If you are sending HTML emails, you must provide an unsubscribe link. This option provides the most accurate and direct method for your recipient to unsubscribe.

For example, you send an email to johndoe@company.com. This account is set to forward to johndoe@yahoo.com. So, johndoe@yahoo.com reads it and replies back with "unlist" in the Subject. The reply comes from johndoe@yahoo.com, which is unsubscribed. The original address of johndoe@company.com will not be added to your unsubscribe list because the reply did not come from that address. But if you provide a link to click on, the link will be set specifically to unsubscribe johndoe@company.com regardless of where it forwards.

The Unsubscribe List

When a recipient unsubscribes, that email address is placed on your account’s unsubscribe list. This list is viewable by going to Reports and clicking on the Unsubscribed Addr. link under Management Reports & Tools. From this section, you can:

  • View the list of currently unsubscribed email addresses
  • Manually add email addresses to the list
  • Remove email addresses from the unsubscribe list (which will enable JangoMail to begin sending to it again)
  • View the list of currently unsubscribed domains
  • Add domains to the list
  • Remove domains from the list

If an email address is on the unsubscribe list, JangoMail will not send an email to it under any circumstances, even if you try sending an email to it. Similarly, if a domain is on the unsubscribe list, JangoMail will not send an email to any address of that domain under any circumstances. The recipient's address is not automatically removed from any stored lists, but is blocked from receiving future emails

Viewing Unsubscribe Email Messages

The replies received by the JangoMail system where your recipients replied to your mass email with "unlist" or "unsubscribe" in the Subject line are stored in the Reports section at Management Reports & ToolsInbox ReportsUnsubscribe. JangoMail allows you to see the full text of the received email that resulted in a particular address being placed on the unsubscribe list. In fact, JangoMail looks for other phrases in replies to your mass emails that indicate the recipient wishes to be unsubscribed. For example, if the subject line or the first few lines of the reply includes the phrase "take me off," then JangoMail’s incoming email processor interprets that message as an unsubscribe request and places that address on your account’s unsubscribe list. Remember, JangoMail can only record and process replies with "unlist" and "unsubscribe" if replies are directed to JangoMail, so this will not work if you are using your corporate email address as your FROM Address or REPLY-TO address.

Manually Adding Addresses to the Unsubscribe List

Sometimes when you send a mass email/broadcast campaign, even though you include unsubscribe instructions, the recipient may not always follow those instructions. 

If you receive a reply to your emailing asking to be unsubscribed, it is your responsibility to manually add that email address to your account’s unsubscribe list. If you are using an addressing option that means you receive all replies directly, you will need to handle all unsubscribes by reply manually.

To manually add an email address to your unsubscribe list, log into your account and go to Reports. Click on Unsubscribed Addr. to open your Unsubscribe List. At the bottom of the first page, there is a text link to Manually unsubscribe addresses/domains. On this page, you can add individual addresses or entire domains.

Removing Unsubscribed Addresses from Recipient Lists

If you are using JangoMail to store your email lists, then you may want to periodically delete email addresses from your lists that are on your account’s unsubscribe list. When a recipient unsubscribes, the email address is added to your account’s unsubscribe list to prevent future sending to it, but JangoMail does not automatically delete that address from your lists. If you wish to delete unsubscribed addresses from your lists to keep your lists clean, you may run a "List Scrub." Go to the Lists section and click on the Edit icon  next to your list or on the title of your list. Click Scrub the List under List Tools on the Quick Links toolbar. Choose how you would like to scrub the list and then click the Scrub Now button. You can also set scrubs to run automatically on a schedule of your choice by going to the Scrub by Schedule tab.

Unsubscribe/Removal Options

While it is required that you do provide instructions or a link so that a recipient can unsubscribe from your entire account, you can additionally provide a link which will allow the recipient to delete himself from just one list. For example, let's say your account sends out three types of emailings: a monthly newsletter, quarterly press releases, and weekly coupons. You have two choices for how you would organize your data within the Lists section in your JangoMail account. You could create three individual lists, one for each type of mailing. Or you could create one list for everybody, but have a field in the list that delineates which types of emailings the recipient wishes to receive.

In the first scenario, where you have three distinct lists, you might send out your monthly newsletter to the corresponding list, and the recipient might wish to "unsubscribe" from the monthly newsletter but continue to receive your press releases and coupons. In this case, you can provide a link for the recipient to delete himself from the Monthly Newsletter list. Remember, you also have to give the recipient the option to unsubscribe from all of your emailings. Here is some sample code to accomplish this:

To receive no future monthly newsletter, <a href="http://some_tracking_domain/d.z?%%MemberID%%">click here</a>. To unsubscribe from all emailings from our organization, <a href="http://some_tracking_domain/ u.z?***uniqueid****">click here>/a>.

The link to http://some_tracking_domain/d.z?%%MemberID%% will be modified at send time so that the %%MemberID%% string will be replaced with the list member's unique identifier. When the list member clicks the link, his record will be deleted from your list.

In the second scenario, where you have one list instead of three, instead of providing a link to delete himself from the list, you can provide a link for the recipient to modify his own subscription preferences. This will enable the recipient to modify the list field that delineates which types of emailings he receives from you. Here is some sample code to accomplish this:

To receive no future monthly newsletters, <a href="http://some_tracking_domain/d.z?%%MemberID%%">click here</a>. To modify your subscription preferences, <a href="http://some_tracking_domain/m.z?%%MemberID%%">click here</a>.

The link to http://some_tracking_domain/m.z?%%MemberID%% will be modified at send time so that the %%MemberID%% string will be replaced with the list member's unique identifier. When the list member clicks this link, he will be taken to a web page where he can modify his list information. For more information on how to customize the page and form that the recipient sees when clicking this link, go to the Lists section, click the name of the list you want or the Edit icon , and click Create a website Opt-In Form under List Tools on the Quick Links toolbar. You can read more about this as well.

Note: Providing the option to delete oneself from a particular list does not negate the requirement for an unsubscribe link. This can be included in addition to the unsubscribe link.

Automatic Unsubscribes

JangoMail has set up whitelisting relationships and user feedback loops with several major Internet Service Providers (ISPs), including AOL and Outlook.com. For example, if an AOL user clicks the "This is spam" link in the AOL interface after receiving an email from you, JangoMail will receive a notification from AOL and will automatically unsubscribe that email address from your account. These addresses will appear as "manual" entries when you view your list of unsubscribed addresses under ReportsManagement Reports & ToolsUnsubscribed Addr.

 

Bounces

JangoMail provides bounce handling capabilities such that after an email address has bounced a certain number of times, JangoMail will cease sending to that address in future email campaigns. JangoMail does not distinguish between hard and soft bounces but does categorize between more granular categories of bouncebacks, including out-of-office autoreplies, mailbox full, and user-not-found bounces. Only bounceback messages indicating that the email address is truly invalid are actually counted as true bounces. By default, your JangoMail account is set so that after an email address has bounced three times (depending upon the type of bounce mentioned earlier), JangoMail will stop sending future email campaigns to it, even if you try to send to it. This parameter is configurable, however, under SettingsReply ManagementBounce Handling.

The Bounce List

You can view and delete bounced email addresses under ReportsManagement Reports & ToolsAddress ReportsBounced Addr. If an address occurs more than once on the bounce list, every occurrence of that address will be deleted even if you only delete a single instance.

Viewing Bounce Email Messages

You can view the actual text of the bounce message that resulted in a particular address being added to the bounce list under ReportsManagement Reports & ToolsInbox ReportsBounce. JangoMail periodically purges the actual bounced email messages because they take up so much space, but JangoMail never automatically purges bounced addresses.

 

Remove an Address from the Bounce/Unsubscribe List

You can remove an address from the unsubscribe or bounce lists by following the below instructions:

  1. Click on the Reports link
  2. Click on the Unsubscribed Addr. or Bounced Addr. link on that page
  3. Use the filter to find the address you want to remove
  4. Check the box next to the address you want to remove (removing one will remove ALL instances of that address)
  5. Click the Delete Selected Rows button near the top of the page (looks like a blue x inside a circle)

 

Miscellaneous

Synchronizing with an External Database

If you are using JangoMail to pull email data from an external database, rather than using lists in JangoMail, then you may want to synchronize unsubscribe/bounce data with this database. If you are connecting to an Internet website database, then you can set this synchronization under SettingsIntegrating JangoMail with Other SystemsWeb DB Event Management. This does not apply to local database connections. Remember that it is not necessary to synchronize unsubscribe/bounce data with your external databases since JangoMail will always store these lists internally in your account and cross-check any email campaigns you send out against these lists.

Note:

In this article, the sample code references "some_tracking_domain." We strongly encourage you to use your own custom tracking domain as opposed to using a JangoMail system default tracking domain. Using your own tracking domain helps brand your message by making it look more like your content as opposed to ours. For more information on using a custom tracking domain, which also includes using an SPF record and a domain key based the domain name you use in your FROM address, please see here.

 

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