If a contact shows as both an open and a bounce for the same campaign, it is most likely a remote bounce. This article explains what that means and what you can do about it.
What is a remote bounce?
A remote bounce happens when the recipient's mail server first accepts your message, then forwards it on to a second server, and that second server rejects it.
The open is often not a real one. A spam filter or security scanner on the first server may have scanned the message and opened its links, which registers as an open. The bounce is then recorded when the message fails to reach the second server.
Why does this happen with forwarding rules?
Remote bounces are commonly caused by an auto-forward rule on the contact's email account. If the rule forwards messages to a mailbox that no longer exists, the forwarded copy bounces even though the original message was received.
This is a known issue for contacts using Virgin Media email addresses. The recommended fix is for the contact to sign in to their webmail settings and remove any auto-forward rules that point to an old or non-existent mailbox. Virgin Media is changing its email service, so the settings may look different depending on how the contact's account is now set up.
Good to know
An open that appears alongside a bounce may not mean the contact read your email. If you see this pattern for a contact, check for a forwarding rule on their account before treating them as engaged.
Still need help?
If you need any further help with opens and bounces, please don't hesitate to reach out to support via the live chat icon in the Force24 platform, or email Force24 support at support@force24.co.uk which will open a support ticket for you.