Track blocked and unsubscribed email messages


Updated: November 1, 2016

Applies To: Dynamics Marketing


Microsoft Dynamics Marketing is scheduled to be retired on May 15, 2018. After that date the service will no longer be available. Please plan accordingly. For details, see the customer FAQ. You can also read the blog post Microsoft Dynamics Marketing service will be discontinued, and learn what’s coming next.

When you bulk-send marketing email messages, many things can happen to each individual message. Each message might get opened or ignored; contacts might click a link, open an offer, or unsubscribe. But some messages might not get delivered at all, in which case you need to know why so that you can clean your database, reconfigure your settings and/or change your strategy. Microsoft Dynamics Marketing provides complete details about many of the reasons each email may not have gotten through to each recipient.

There are several reasons why a message might fail to be delivered to a given contact, and Dynamics Marketing tracks and logs each of them. Reasons why emails might not get delivered include:

  • Hard bounce: The email address is invalid, either because the domain does not exist or because no matching account exists on the specified domain. To help save resources and maintain a good online email reputation, Dynamics Marketing automatically removes hard bouncing email addresses from your database.

  • Soft bounce: The email address and/or domain has been reported as temporarily unavailable but may be back. If five different messages sent to a given address result in five soft bounces in a row, Dynamics Marketing will treat the address as a hard bounce and remove it from your system.

  • Blocked due to cross-campaign rules: Cross-campaign rules help prevent email fatigue by setting a limit on how many marketing messages a single contact can receive from your organization over a given time period. Once this limit is reached, all further marketing emails will be blocked until the time is up. More information: Create cross-campaign rules to prevent spamming of customers

  • Blocked due to contact permission rules: If your site is integrated with an external system that establishes contact permissions, then messages that do not conform to these permissions will be blocked. For example, a contact who has only opted in for messages on the topic of footwear would be blocked from receiving messages about heavy machinery. More information: Configure email marketing and marketing automation options

  • Blocked as duplicate: Dynamics Marketing will never send the same marketing email message to the same contact twice—even if that contact appears on more than one marketing list or query targeted by the email. In addition, you can also configure the system to prevent email messages from being sent to the same email address more than once (even if that address is shared by more than one contact). When a duplicate is found according to one or both of these rules, then only the first message is sent, while the others are blocked and logged. Use the Email strategy setting for each site/client company to control which duplicate-detection strategy to use (see also Company settings and configuration).

  • Blocked due to missing email: Contacts that do not include an email address cannot receive email.

  • Blocked due to inactive contact: Dynamics Marketing will not send marketing emails to contacts set as inactive (deleted).

  • Blocked due to Do Not Email status: Dynamics Marketing will not send marketing emails to contacts that have their Do not email flag set (see also Manage contacts).

Dynamics Marketing keeps a record with deliverability statistics for each marketing email message. For many types of blocked messages, you can even view lists of contacts that were blocked for each reason.

To inspect deliverability results for a message:

  1. Go to Marketing Execution > Email Marketing > Email Marketing Messages.

  2. Open the email marketing message that you want to inspect.

  3. Open the Performance tab for your selected email (use the drop-down list below the dotted line). Then open the Summary fold-down section. Here you can see various statistics for what happened with your mails (percent opened, clicked, forwarded, bounced, blocked, and so on). You can also enter estimates and see a calculation of the variance. Note that several of these statistics are underlined, indicating that they’re links.

  4. Choose any of the underlined labels to go to a page with more details about that issue (see also the previous section for more information about each issue). You can see and do the following here:

    • The details page provides a list of contacts affected by your selected deliverability issue.

    • In addition to the various types of blocked messages, you can also view a list of unsubscribe events.

    • Depending on which type of issue you’re investigating, additional details may also be shown, such as triggered cross-campaign rules and unsubscribe times.

    • You can create a new marketing list with the contacts affected by a given issue, or add them to an existing list, by marking contacts and then choosing Make List or Add to List.