Cancellation of shipments: reasons and solutions

It may be the case that the sending of one of your campaigns is canceled if certain conditions occur. If this happens, in this article you can find out the reasons that have caused the cancellation, how to solve them and how to reactivate the shipment.

In this article:

Reasons for cancellation of the shipment of a campaign

If your shipment has been canceled, it is due to one (or both) of the following reasons:

High number of hard bounces

When we detect that in a campaign there are a high number of emails that do not exist(hard bounces),typically because the email has some errata or has ceased to exist (something frequent in old or purchased lists), we cancel it as soon as possible to avoid major evils. Here's what those biggest evils are:

  • Email providers (Gmail, Hotmail, Yahoo, etc.) have a way to categorize incoming emails using filters. These filters, which determine whether campaign email address reaches spam or not, take into account these factors:
    • The behavior of your subscribers (if they open your campaigns)
    • The reputation of the domain of the email you use as sender
    • The content and links in your campaign

We are going to focus on the second point, the reputation of the domain of the email you use as a sender, that is, if you send your emails with the address

Sending a high percentage of emails to addresses that do not exist (hard bounce) activates the anti-spam filters of mail providers, which automatically detract from the reputation of your sending domain. This means that the more addresses you send that do not exist, the more likely it is that you get to spam systematically. This is why we automatically pause campaigns if they have a very high percentage of hard bounces, to give you the opportunity to clean up the list of emails that do not exist.

You have more detailed information on how to avoid spam in this article,in which we give you a more detailed explanation of how anti-spam filters work.

High number of complaints

When a high number of subscribers mark your submission as spam manually, it means that you are not sending the content for which the subscribers signed up to your list. It could be that you are using a pre-existing list to submit other content, or in the worst case, you are submitting to a rented or purchased list.

The only solution in this case is for you to verify that you are sending the appropriate content, and to subscribers who are actually interested and who have given you their explicit consent to do so. For this reason, having a quality shipping list is essential.

Solutions to cancel the shipment of a campaign

The solution is to clear your list to remove those email addresses that do not exist. For this you have two options:

Clean lists with Acumbamail (NEW)

Now when we cancel a campaign for having many hard bounces, we are offered the option to clean on the report page of the campaign.

This service is the only one that performs a real cleaning by making calls to the server of each email to see if it exists or not. For this reason, it has a extra cost and is not included in any of the rates or plans. Making calls to check if an email exists or not, is an expensive service also for us. Even so, the price we offer being a product only for our own customers, is well below the price offered by external companies.

After this cleaning, you can ask our technical support to assess the possibility of reactivating the canceled campaign.

Clean lists with Acumbamail PRO

With our PRO and Enterprise plans you can use the list cleaning tool that will delete those email accounts that are not currently active. This cleaning uses our database of hard bounces, mailtraps or low quality emails. By not making real calls to each email, this cleaning is ideal to increase the quality of our list, but it is not recommended to clean low quality lists.

Clean lists with an external service

You can also use an external service dedicated to cleaning lists. We recommend not to trust the tools that offer this service at a reduced price, this service is expensive so offering it at a reduced price is not viable for any company. A low-priced cleaning is never going to work because it won't be real.

Resume Shipping

Once you've done this cleanup and review of the list, you'll need to duplicate the campaign, choose the new clean list, and resubmit the campaign. We recommend sending it back to those who received the first campaign, because having had a high number of hard and casualties, it is quite possible that the first campaign reached them in the spam folder.