A bounce is an email that couldn't be delivered and came back to WithWine. There are two kinds of bounce: a hard bounce and a soft bounce.
What is a hard bounce?
A hard bounce means the email can never be delivered to that address. Common reasons for a hard bounce:
The email address is spelt wrong, for example gmial.com instead of gmail.com.
The email address doesn't exist, or the customer has closed it.
The part after the @ (the domain) doesn't exist.
After a hard bounce, WithWine stops sending marketing emails (newsletters and club emails) to that email address. WithWine still sends order emails such as receipts.
What is a soft bounce?
A soft bounce means the email couldn't be delivered this time, but it might work next time. Common reasons for a soft bounce:
The customer's inbox is full.
The customer's email server is down or busy.
The email was too large for the customer's inbox.
After a soft bounce, WithWine keeps sending emails to that email address as normal. You don't need to do anything.
Why does WithWine stop sending after a hard bounce?
WithWine sends your emails through Amazon's email service. If emails keep going to addresses that don't exist, email providers such as Gmail and Outlook start to treat the emails as spam. Stopping emails to hard-bounced addresses keeps your emails reaching your customers' inboxes.
What to do about a hard bounce
If the email address is wrong, change the email address on the customer's record. See How to change a customer's email address.
If you're sure the email address is right, message WithWine support in the chat. WithWine support can remove the hard bounce. See Why is WithWine not sending emails to a customer?