Export Exceptions

The History area of Email Home provides a gear icon for each email.

Exceptions are intended recipients to whom an email was NOT sent. If the Actual number and the Intended number are the same, there are no exceptions to export.

Super Admins and Email List and Segment Managers will see the option to Export Exceptions when using the gear icon for a message.

Exception Reasons

The reasons why a person may not have the email delivered to them are:

• Unsubscribed - User has unsubscribed from the Email Category.
• Unresolved Spam Complaint - There is a spam complaint on record.
• Inactive Record - User's account is disabled.
• Address Not Deliverable - The email address is bad.
• No Email Address - No email address exists for the user.
• Deceased Record - User is deceased.
• Duplicate Email Address - Duplicate and unknown addresses.
• Rejected Batch - Failed to send due to a system issue.

NOTE: for anyone with a value of "TRUE" for Rejected Batch, you should attempt to the resend the message. If it is rejected again, please reach out to Customer Support.

File Structure

The file will contain the following columns:

• ID Number
• First Name
• Last Name
• Email
• Unsubscribed
• Unresolved Spam Complaint
• Inactive Record
• Address Not Deliverable
• No Email Address
• Deceased Record
• Duplicate Email

A value of TRUE or FALSE will populate for each possible exception reason. It is possible for a user to have TRUE in more than one column.

Business Rules

• The email exceptions are generated on Audiences built with Email Segments, CSV of ID files, and Lists.
• If a recipient falls under multiple exception reasons, they will show TRUE in multiple columns.
• The system reviews the file and marks exceptions in the following order:
  
  • Invalid format for email address
  • Emails flagged as invalid
  • Constituent's account is disabled
  • Constituent is deceased
  • Preferred email field is empty
  • Unsubscribes
  • Duplicate addresses
    • Duplicate exceptions are handled a little differently in the review process. The emails are first reviewed to see if they fall into any of the other exceptions first. If the email address falls into one of those exception reasons, then it is not reviewed to see if it is a duplicate. If it does not fall into any of the other exception reasons, then we review to see if it is a duplicate. If it is a duplicate, we mark it as such.
      
    • NOTE: Due to the way the Duplicates are evaluated, you will never see an email address in the file listed with an exception reason of duplicate along with any other reason.
• Bounces are generated during a nightly process, so they will not be available for the email the same day the email is sent.
• The sum of the exceptions and the emails sent equals the intended recipients.
• Emails included in the Audience that is generated using an Email Segment or List are regenerated at the time of the send. So, an email address that is considered good to go at the time the email is created could be flagged as an exception at the time of the send. Example: An email is created on 9/10/2018 and the Audience is created from an Email Segment that looks at email addresses for the class of 2000. At the time the email is created there might be 200 emails that are considered good to go, but on 9/12/2018 an email address is marked as invalid. At the time of the send on 9/14/2018 the email address marked as invalid on 9/12 would be counted as an exception.

Spam Reporting and Email Subscriptions

Email service providers degrade the sender reputation of IPs that have a large number of spam reports. The Encompass spam report is a sender reputation protection mechanism.

If a constituent marks an email message as spam, the spam flag is activated for that constituent's record in the community (GID) of the sender and the constituent will not receive email from the GID where a spam flag is active. The email subscription tab of the constituent profile will show "I have opted out by marking community email as spam." The spam report checkbox is editable by the individual whose record is associated with the spam flag but is not editable by any type of customer administrator.

Spam Business Rules

• Google does not provide spam reporting on individuals, so no Gmail address will ever have a spam flag set to true.
• Spam flag functionality matches that of a community level opt-out field.
• The spam flag displays on the subscription management tab of the profile as the bottom most option.
• If the spam flag is checked, all other subscription check boxes are grayed out and are not editable.
• A spam report flag is not editable by any type of customer administrator.
• Encompass employees can edit spam flags.
  • Encompass employees can clear a spam flag if a customer administrator provides dated proof of opt-in.
• Administrators can export a list of spam flagged members from Email Opt-out reporting.