Did the term Bounce switch to Undeliverable or do they mean something different?


Each week we export our Status Log from our email campaign to check our Delivery Statistics and fix email addresses as needed.  Starting June 2nd, I’ve noticed in the term “Undeliverable” in the Send Status column instead of “Bounce.”  I can’t find any reference to “Undeliverable” in either of the following help articles:  



So, my assumption is that Survey Gizmo has just changed the term and hasn’t had time to update the Help articles.  But is there any technical difference between an email that Bounced, vs an email that is Undeliverable?   

I’m pretty sure it’s the same thing, but if anyone out there knows if there’s a difference, please let me know.  Thanks so much.



Admin - SurveyGizmo answered

    Hi all,

    I wanted to reach out and hopefully offer some additional clarity regarding this thread.

    This undeliverable status will appear only for aol.com email addresses (it is a status that is returned to us from AOL via the status log). This is effectively a bounce.

    AOL throttles delivery such that there are limits on the number of emails that can be sent for a specific message from a specific domain to their servers per hour and per day. If you exceed the limit, AOL may fail to deliver your email.

    The best way to get around this is to restrict the number of aol.com email addresses per campaign message or to consider breaking large lists of these addresses into smaller batches and sending in waves. This could potentially help improve your deliverability but we can’t make any guarantees.

    Thank you all for the information that you have provided via this thread!

    Best regards,

    David Domagalski
    Survey Explorer & Documentation Specialist
    SurveyGizmo | http://surveygizmo.com

    Admin - SurveyGizmo answered

      I’ve noticed the same thing for my June and July mailings.  The aol.com addresses have a status of “Undeliverable”, so they don’t show up in the Delivery Statistics.


      SG says that they’re only temporary greylisted and that they keep trying, but I’m skeptical.  I do mailings towards the end of the month, then reminders 1 and 3 weeks after that.  The first time undeliverables I have are reminders sent on June 7.  Some AOL addresses were successfully sent, and some were undeliverable.  Of the undeliverables, some were successfully mailed during the second reminder.  So that seems to verify that the greylisting was only temporary.

      But when I mailed on June 21, all the AOL addresses were undeliverable for all 3 mailings.  So I wonder if AOL has permanently blacklisted SG.

      Sheila Bloom commented
        • Your comment made me curious, so I looked at our totals for the past few months. AOL is basically responsible for over 1/2 of our undelivered emails. The term Undeliverable also first showed up for us in June, and only in AOL addresses. In June and July, we had 14 out of 15 undeliverable on the first send, and then 2 out of those 14 were sent on the first or second reminder. Prior to June, we had 19 out 26 Bounce, and only 7 send. But, maybe it is getting better because for August, we have sent 7 surveys and only 4 out of the 7 are showing up as undeliverable. So, good luck, I hope August is better for you as well. We’re dealing with customers, so if it gets bad we may have to make it a policy to ask them if they have an alternate email or if they can whitelist surveygizmo. Not ideal, but AOL emails are a very small portion of our survey takers, so we’re not impacted too much.


        I noticed that all of the undeliverables in my file are aol.com addresses. Bounces are from lots of different email providers, but aol addresses seem to be the only ones deemed “undeliverable.” Are you experiencing the same thing or something different? 

        Sheila Bloom commented
          • Thanks for responding. I hadn’t noticed, but it is aol addresses, they must’ve changed something on their end. That’s good news, thank you!



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