Table of Contents

Bounced Email Notification

Overview

If you've sent an email via Reckon Accounts Hosted which can't be delivered, you'll receive an automated bounce email that informs you that the email has bounced and includes information about what caused it to bounce.

When an email message cannot be delivered to an email address, it's called a bounce. There are lots of different reasons why an email can bounce and when it happens, a "return to sender" message is sent from the recipient's mail server to explain why.

Depending on the reason for the email to bounce, it can take up to 16 hours to receive the bounce notification.

Reasons why an email can bounce

There are several reasons why an email could result in a bounce.When you receive the bounced email, it will include information on why the particular email resulted in a bounce.

Below is a list of the more common reasons an email would bounce and how to resolve them.

Bounce types

Permanent: You will receive the notification immediately.

Temporary: We will continue to attempt delivery for up to 16 Hours before returning the Bounce Notification

Bounce Reason

Bounce Type

Steps

The email was not sent to "emailaddress" as it has a recent history of bouncing as an invalid address.

Permanent

Double check the recipients email address or contact the recipient by other means to confirm their email address

The email was not sent to "emailaddress" as that email address doesn't exist.

Permanent

Double check the recipients email address or contact the recipient by other means to confirm their email address

The email was not sent to "emailaddress" as their mailbox is full.

Temporary

Try sending the email at a later time. If the issue continues, contact the recipient by other means to inform them of the issue.

The email was not sent to "emailaddress" as the message was too large.

Temporary

If sending multiple attachments you may need to send them in separate emails.

Otherwise, download the attachment to your local hard drive and email externally from Reckon Hosted

The email you receive when an email bounces will include the subject of the email that bounced. We recommend using Tags to add identifying information to the subject line (such as Invoice Number)
For more information click here (Note: This feature is available from Reckon Accounts Hosted 2020 R2)

Email wasn't received but also didn't bounce

There are some cases where the email may be blocked before actually being sent, this will therefore not result in a Bounced Email notification even though your customer doesn't receive the email.

One reason for an email to be blocked prior to being sent is that the attachments are over 10MB in size. In this case, although you won't receive a Bounce Notification, you will be able to find details of why the email failed in the Mail log files.

How to view Mail Logs

  1. To access a copy of the mail log to investigate further, within Reckon Hosted click the Toolbar icon and select the Download option.

  1. Navigate to the Q:\Log folder
  2. There will be a separate log file for the last five days that an email has been sent out of Reckon Hosted with the name QBMailCLient_yyyymmdd.log
  3. Locate the log specific to the date that you sent the email and click it to download it, once downloaded open the file in Notepad
  4. Scroll through the log file to find the log related to the specific email that wasn't delivered and you should see the details of the error that occurred.

In the example below, the size of the attachment was larger than the size limitation.

Emails from Reckon Hosted being treated as spam

Another reason your customer may not have seen the email even though you didn't receive a bounce notification is that the email may have been delivered to their Junk or Spam folder, or they may not have recognised the accountshosted@reckon.com email address. Click here to view further information on how emailing out of Reckon Accounts Hosted works and what your customers can do ensure emails from Reckon Accounts Hosted don't end up in the junk folder.

We also recommend that you whitelist the bouncenotifications@reckon.com email address to ensure that any bounce notifications don't get lost in your spam folder.


Need more help?

Ask the Reckon Community at: https://community.reckon.com/categories/reckonaccounts

Or Log a Support Ticket: https://www.reckon.com/au/support/

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