If an email to a customer hard bounced, WithWine stops sending marketing emails (newsletters and club emails) to that customer's email address. A hard bounce means the email couldn't be delivered, usually because the address is wrong or no longer exists. WithWine does this to protect your email sending, so your emails keep reaching your other customers' inboxes.
WithWine still sends order emails, such as receipts, to the address.
Before you start
You can't see the bounce on the customer's record. Only WithWine support can see the bounce details.
To see which customers have bounced, use the An Invalid Email filter. See How to find customers with an invalid email address.
Steps
Check the customer's email address on the customer's record. Look closely for typos, such as gmial.com, hotmial.com, a missing letter or an extra full stop.
If the email address is wrong, ask the customer for the correct email address, then change it. See How to change a customer's email address.
If you're sure the email address is right, message WithWine support in the chat. Tell WithWine support the customer's email address and that you want the hard bounce removed.
What happens next
After you change a customer's email address, the hard bounce stays with the old address, so WithWine sends marketing emails to the new address.
After WithWine support removes the hard bounce, WithWine sends marketing emails to the address again. Emails you sent while the bounce was there aren't sent again, so send the email again if you need to.
Troubleshooting
The email hard bounces again after WithWine support removes the bounce. The address is most likely wrong or closed. Ask the customer to confirm the address, or for a different address.
The customer isn't in the An Invalid Email filter. The customer hasn't hard bounced. Work through Why didn't my customer receive my email?