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Email Campaigns

Bounces and Spam Complaints — What Happens Automatically

What Personyze does by itself when an email bounces or its recipient marks it as spam: the send is marked failed, the person and the address stop getting marketing email, and the count reaches…

5 min read Updated 6 hours ago

When an email you sent through the Personyze mail server bounces, or the person who got it presses “Report spam”, the receiving server reports it back. Personyze matches each report to the send it belongs to and acts on it by itself: the send is marked failed, a dead address stops getting your marketing email, and the count reaches your reports. There is nothing to set up and no list to clean.

Watch two lines. Keep hard bounces under 2% and spam complaints under 0.1% of the emails you send: those are the lines mailbox providers hold senders to, and every Personyze report judges against them. An account past 5% hard bounces or 0.1% complaints over a week has its sending through the Personyze mail server paused — see Paused sending.

What happens to each report

For email sent through the Personyze mail server:

  1. The send is marked failed. Its state becomes Error, with the receiving server’s message in the Error column, and the send log shows which kind of report it was (below).
  2. A hard bounce or a complaint unsubscribes the person, as if they had chosen Everything Forever on your unsubscribe page. A temporary bounce does not.
  3. The address goes on your Suppressed addresses list — a hard bounce or a complaint at once, a temporary bounce on its third within 30 days. From then on no visitor profile with that address gets your marketing email. A complaint also marks the person’s consent records withdrawn.
  4. It is counted in the campaign’s report, on the Email deliverability page, in a new domain’s warm-up, and in your account’s health on the Personyze mail server (below).

Hard bounces, temporary bounces and complaints

Kind Tag on the send log The person The address
Hard bounce: the address does not exist Bounced — “The receiving server said this address does not exist. It is never mailed again.” Unsubscribed Suppressed at once (Bounced)
Temporary bounce: usually a full mailbox Bounced for now — “The receiving server could not take it right now – a full mailbox, usually. Three of these within 30 days and the address is not mailed again.” Keeps getting your email Suppressed on the third within 30 days (Bounced 3 times in 30 days)
Spam complaint Marked as spam — “This person pressed ‘Report spam’ on the email. They are never mailed again.” Unsubscribed, consent records withdrawn Suppressed at once (Marked as spam)
  • The tags are on the campaign’s Recipient report, in All emails sent. The rows are in the Error state, so the state filter’s Error shows them.
  • When one email gets several reports, the strongest kind wins: Marked as spam, then Bounced, then Bounced for now.
  • Sends from before 4 October 2026 show only Error.
  • A refusal caused by the message or the sender, such as content rejected or a message too large, is not held against the address: it is not suppressed.

Where they are counted

Where What you see
The campaign’s Performance step The Bounced card (hard bounces as a share of messages sent, with the temporary ones named on its line) and the Spam complaints card. Each line ends safe under 2% / safe under 0.1%, above the 2% safe line / above the 0.1% safe line, or Too few sends to judge when fewer than 100 sends are in the range. See Bounced, Spam complaints and Replies.
Analytics › Off-site campaigns › Email deliverability The last 30 days across every campaign, against the same lines. See Email deliverability.
A new sending domain’s warm-up Too many bounces or complaints pause the domain for the rest of the day. See Warm-up of a new domain.
Your account on the Personyze mail server Past 5% hard bounces or 0.1% complaints over a week, sending through it is paused until support resumes it. Nothing is lost: the email waits in the queue. See Paused sending.

Your own SendGrid or Mailgun: the Bounce webhook

With email sent through your own SendGrid or Mailgun, the provider can send its bounces and spam reports to Personyze, so those addresses go on your Suppressed addresses list and your future campaigns skip them:

  1. Go to Settings › Connected apps › Email delivery (SMTP) and edit the provider. Its Bounce webhook section shows a URL — “Send this provider’s bounces and spam reports to us, so those addresses are skipped by your future campaigns.”
  2. Copy the URL into the provider:
    • SendGrid: “In SendGrid: Settings > Mail Settings > Event Webhook. Paste this as the Post URL, tick Bounced, Dropped and Spam Reports, and turn on Signed Event Webhook.”
    • Mailgun: “In Mailgun: Sending > Webhooks. Add this URL for Permanent Failure, Temporary Failure, Spam Complaints and Unsubscribes.”
  3. Enter the provider’s key and press Save key: “Saved. Bounces and spam reports will now reach your suppression list.” Until a key is saved the section says “Not active yet: save the key to turn it on.”

An unsubscribe that your SendGrid or Mailgun reports goes on the list too, as Unsubscribed at the provider. Other SMTP servers send no bounce information back: add an address that keeps failing by hand. More on the provider setup in Connected apps › Email delivery (SMTP).

Emailing a suppressed address again

On Settings › Unsubscribe page › Suppressed addresses, Remove takes an address off the list after asking. A bounced address will probably bounce again, and every bounce hurts how your other emails are delivered. An address that reported your email as spam can only be removed by Personyze support. See The Suppressed addresses tab.

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