There are 3 different places bounced emails can be found when it comes to your Novi website, depending on what type of email it is.

Select the type of email to learn how to find more information on bounced or undelivered emails in a certain category:

  1. QuickBooks Online (emails relating to transactions - i.e., an invoice)

  2. MailChimp & Constant Contact (marketing emails)

  3. Novi Emails (including event confirmations, password resets, etc.)


Transaction Emails

QuickBooks Online

When sending invoices and sales receipts via email from Novi - either from the Transactions tab on a member's record or from the Accounting > Transactions section - the email is actually sent in the background by QuickBooks Online.

To find a list of transaction emails with errors, you'll want to refer to your QuickBooks Online account. Check out these QuickBooks help articles for more information:


For additional questions on these types of emails, we recommend reaching out to the QuickBooks Online support team. They can provide insight of what exactly a bounced email means in their context, how to re-send once it has bounced, etc.


Marketing Emails

Emails sent through MailChimp or Constant Contact are logged through those platforms.

MailChimp

Learn more about how MailChimp handles bounced (a.k.a "cleaned") emails and what you can do to manage these contacts:

  • Recipient Server Block - Occasionally, an email recipient's company email server will block MailChimp emails and the emails will bounce back. After a hard bounce happens, MailChimp will no longer send emails to the address to protect your reputation as a sender.

  • Archived Contacts - When a contact is archived in MailChimp, which can happen if they bounce or if they were manually archived by an admin, you won’t be able to edit their profile or send them any marketing communications.

  • Keep in mind that MailChimp can also remove an email address from their lists for a variety of other reasons: looking like spam, invalid email addresses, un-subscribes, bounces for other reasons, etc. Check out MailChimp's help center for more information!

Constant Contact

Learn more about how Constant Contact handles bounced emails and what you can do to manage these contacts:

  • Keep in mind that Constant Contact can also remove an email address from their lists for a variety of other reasons: looking like spam, invalid email addresses, un-subscribes, bounces for other reasons, etc. Check out Constant Contact's help center for more information!


Novi Emails

Emails that are sent from Novi include:

These emails use your "From" email address - meaning they come from an email at your domain, not a Novi-branded email address.

Recipient Issues

If the majority of your emails are being delivered, and just one or a handful of users aren't receiving emails, the issue is most likely on the "recipient" side.

Likewise, if you have recipients who aren't receiving emails, but they belong to the same or related companies (i.e. everyone's email address is @abcinc.com) - this almost certainly means their email server is blocking or holding the emails that are coming from your site, and they should contact their IT department to whitelist your domain or use personal email addresses.

To learn more about the reasons a member may not be receiving emails from your Novi website and how you can troubleshoot, check out this article: A member says they aren't receiving Novi emails from my site. What should I do?

Bounced Email?

If the troubleshooting tips above do not solve the issue and you think the email may have fully bounced, reach out to the Novi team via Intercom (the little blue bubble at the bottom right). We can use internal tools to see if a Novi email shows as delivered or bounced.*

If they are on the bounce list, a Novi staff member may be able to remove them (if the email is valid).

Include the following information in your Intercom message so we can search for the recipient:

  • the recipient's email address

  • when the email was sent (e.g. today around 10:00am)

  • what type of email they were supposed to receive (e.g. event registration confirmation for the 20XX Trade Show)

*Please note that our email logs only look back 30 days.

Did this answer your question?