Set up your company email

If you are using the Postmark app for emails, you may occasionally run into emails that do not send with an error message stating it failed to send. If you hover over the error symbol, you can gain more insight on what the error is.

Listed below are the common errors you will see in Kustomer.

Soft bounce

A soft bounce means there was a temporary problem with the receiving server accepting the email. Postmark will try to send an email multiple times when it receives an error, but when you get a soft bounce error in Kustomer, it means Postmark has ceased trying to send the email. 

The common reasons we see in Kustomer for soft bounces are:

• Mailbox is full. This can only be resolved by the customer clearing space in their mailbox. Resending at a later time can potentially work.
• Delays or temporary issues on the receiver side. This is a server side issue. Postmark will usually try to resend the email after waiting a specified period of time. If you get this error, try to resend the message in 5 to 10 minutes.

Hard bounce

If you see a hard bounce for a recipient in your activity, that means the message sent to them bounced due to the address being deemed permanently invalid. You can contact Kustomer support to get hard bounces reactivated. The common reasons we see in Kustomer for hard bounces are:

• Domain or email address doesn’t exist. This is usually caused by a typo and the email can not be found.
• Spam Complaint. This is caused by the user marking your email as spam.

Other errors not related to bounces

400-invalid-sender

This error is usually seen when you are trying to send an email from an email that is not configured in Kustomer. Usually you see this from automated workflow emails where an invalid from email was added.