FAQ: Why Are My Newsletters/Email Communications Sent From Fundly CRM Going to Spam or Not Being Received or Why Are Some Emails I Know Are Good Marked as Bad in Fundly CRM?
The short answer is - spam filtering.
Part 1: How do we know it's not a technical glitch with Fundly CRM?
1. Some of your contacts are receiving your emails (you have reports of people getting the email but it's in the spam folder) (so you know your emails are going out)
2. Fundly CRM shows a sent communication in the contact(s)'s engagement history
3. For good emails marked as bad: contacts were getting your emails and then their email address changed to a bad email (so it's not a bad email from the get-go/it's not the CRM having an issue with the email)
4. We can see in SendGrid (the bulk email provider we use) that your emails went out)
5. We can see in the communication history that some emails were marked as spam or bounced (that would only happen if the emails actually went out)
So the emails are going out. There is no issue with Fundly CRM sending the emails.
Part 2: Why are some people not getting the emails then?
1. Spam filters are set at two levels: the individual user level and the domain/email provider level.
2. Domains also pre-emptively filter for spam based on emails sent from known spammer IP addresses, known spammer domain addresses, and keywords that they deem to be related to spam. These emails are blocked from being received by the recipient and the recipient never even sees them.
3. In this case, the recipient needs to contact their email/domain provider/administrator and ask that they whitelist the email address you are sending your newsletters/e-communications from.
4. You can also visit mxtoolbox.com to see if any domain providers have blacklisted your domain.
5. Please know that Fundly has NO control over what happens once the emails leave us. If another domain provider has marked you as a spammer and is blocking your emails at the domain level, that is not something we can control and it's not in the realm of support we provide. That is between your internet provider and the recipient's provider and you have to work with your IT people/your domain and their domain company to resolve the issue.
Part 3: Why do some of my emails go to recipients' spam folders?
1. Could be the same reason as Part 2
2. OR it could be that individual users can mark email addresses or certain topics as spam; emails from these addresses or containing the filtered keywords will be diverted directly to the user’s spam folder (in their email system).
3. In this case, the recipient needs to adjust their spam filters and/or add your email address (that you are sending your newsletters/e-communications from) to their “white list.”
4. Here are some more tips from ninjaforms.com for adding the spam folder (read the entire article):
- DON’T SHOUT IN ALL CAPS IN YOUR SUBJECT LINE!
- D o n t p u t g a p s b e t w e e n l e t t e r s a n y w h e r e !
- One exclamation marks works fine, don’t go crazy!!!!!!!!!1!!!!!!
- Stay away from words and phrases that sound gimmicky: Buy Now, Click Here, Free, As Seen On, Double Your X, Money Making, Get Paid, Make Cash, Pre-Approved, Satisfaction Guaranteed, Low Price, Save Big, etc.
- Encourage subscribers to whitelist/add you as a contact, and personalize your ‘To’ field with the recipient’s name.
- Be sure your ‘From’ name is relevant to your business/site to prevent confusion.
- Keep images minimal. Having more space in the body of an email taken up by images than by text raises lots of red flags. Aim for a high text to image area ratio.
- Be very careful about the quality and quantity of links in the content. Keep the number of links minimized and don’t use url shorteners.
- Give a clear and obvious opt-out feature from future emails and follow through promptly.
- Reach out to inactive subscribers and keep your contact lists whittled down to those who want to hear from you. This can reduce the likelihood that folks that have lost interest will just mark you as spam to
- Here is a tool you can use to check your emails/newsletters prior to sending: https://www.mail-tester.com/ It will give you a score that will determine the quality of the newsletter and the likelihood that it will end up in spam
Part 4: Why are some emails in my system marked as bad emails when I know they are good
1. If the contact was previously receiving your emails (good address) (and has communications in their engagement history) and then becomes bad, then something happened between the last good communication and the last bad communication on the recipient's end
2. What happened/why did it get marked as a bad email? We don't know.
3. Check the last communication sent; did the email bounce? If so, that is the reason it's marked bad.
4. Why did it bounce? We don't know/we have no way of knowing.
5. How do we know it's not our system going haywire and randomly marking good addresses bad? There would be indications of something weird going on: a large number of bounces in the same communication and also those bounces would have something in common - same domain, for instance. The system isn't going to randomly mark 1 address out of 2000 bad for no reason. A glitch in the system would be more widespread. Therefore, it's not fundly CRM. The email was undeliverable or refused on the recipient's end.
6. Furthermore, in SendGrid (the bulk email gateway we use for newsletters, letters, event notifications, etc.), we can see the email was sent and that it bounced/was undeliverable (everything that is in SendGrid is in your bulk communication metrics. You have as much info as we do about the results of each sent communication).
6. Therefore, it's not a glitch with our system. They are legitimate bounces.
7. From this point forward, we can only guess/make reasonable deductions as to why it might have bounced. The most likely scenario is a soft bounce - temporary blockage - that didn't get resolved.
8. Soft bounces only last/show up on the list for three days. After three days/attempts, either the soft bounce has been resolved and moved to the delivered list or permanently failed and is moved to the hard bounce list. So your soft bounce list will ALWAYS be empty three days after you send the communication/you won't see soft bounces beyond the 3 days.
9. Best practice is to check the metrics for up to 3 days following a sent communication so you can see the soft bounces. After 3 days they disappear and become delivered or hard bounces and then you can't see if any of the hard bounces originated as soft bounces
10. If it's a soft bounce that became a hard bounce, then reset the email and resend to the contact. Should clear the bad email and be all set.
11. If a spam complaint is received or if a domain provider flags your email as spam, SendGrid, our bulk email sender will pre-emptively stop all future emails you send from being sent to that recipient. These are called "drops" and for these instances, you will see the status as "Dropped" in the Email & Phone section View Contact record (click here for more information on SendGrid "drops"). In this case, you must contact the recipient's email provider and clear the spam complaint. Once you do that, contact Fundly Support and ask them to clear the "drop status" for the recipient's email address in SendGrid (this is something only CRM support can do for you, you cannot clear the drop status yourself).
12. If it's a good address that now hard bounces (without first soft bouncing) then most likely issue is recipient's domain provider has blacklisted you and is refusing emails from you. See Part 2 for how to proceed/resolve.