Bounce and complaint handling

Brixus365 processes delivery failures and spam complaints automatically — suppressing problem addresses, tracking account health, and protecting your sender reputation so you don’t have to manage it manually.

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Bounce types

Type	What it means	How Brixus365 handles it
Hard bounce	Permanent delivery failure. The address doesn’t exist, the domain has no mail server, or the mailbox was permanently closed.	The address is permanently suppressed from all future sends on your account. No manual action required.
Soft bounce	Temporary delivery failure. The mailbox was full, the receiving server was temporarily down, or a similar transient issue.	Logged for visibility. The address is not automatically suppressed — soft bounces are expected to self-resolve.

Hard and soft bounces appear in your Send History as Bounced status. The distinction is visible in the Audit Trail drawer, which shows the delivery event details.

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Spam complaints

A complaint is recorded when a recipient marks your email as spam in their inbox — or when their mailbox provider’s anti-spam system flags it.

What happens automatically:

1. The complaint is received.
2. The recipient’s address is permanently suppressed from all future sends on your account.
3. The message status updates to Complained in your Send History.

Sending to someone who already reported you as spam damages your reputation further. Suppression is immediate and automatic.

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Automatic suppression

When Brixus365 records a hard bounce or complaint for an address, it is added to a suppression registry. Before every send — transactional or campaign — Brixus365 checks the registry and skips any suppressed address.

Platform-level benefit. The suppression registry is shared across the platform. If an address hard-bounces for any sender, it is recognised as permanently invalid. You benefit automatically, even for addresses that haven’t yet bounced for you specifically — no invalid address slips through.

Suppressed addresses remain in your recipient list (for Spark campaigns) with the Bounced status visible. You can review them, but they will never receive an email until removed from the registry.

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Account health thresholds

Brixus365 monitors your bounce and complaint rates over a rolling 90-day window and surfaces health status in Connect → Analytics.

Metric	Healthy	Warning (investigate)	At risk (suspend)
Bounce rate	Below 3%	3% or above	6% or above
Complaint rate	Below 0.1%	0.1% or above	0.3% or above

Thresholds only apply once you have sent more than 100 emails — low-volume accounts below that mark are not evaluated.

Warning means your rates are elevated enough to affect inbox placement. Sends continue, but you should investigate your list quality and sending practices immediately.

Suspended means continued sending would put your domain reputation — and the reputation of all Brixus365 customers — at serious risk. Sends are paused until your rates recover. Contact support to discuss next steps.

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Where to see bounce and complaint data

Transactional sends (Dev API):

• Connect → Transactional → Send History — status column shows Bounced or Complained per message.
• Connect → Analytics — the Bounce Rate and Complaint Rate stat cards show 30-day aggregate rates with threshold highlights.

Campaign sends (Spark):

• Spark → Campaigns → click a campaign → Analytics tab — per-campaign bounce and complaint counts.
• Spark → Reports — aggregate rates across all campaigns.

For both surfaces, the Audit Trail drawer on any individual message shows the delivery event timeline and the specific reason logged for the bounce or complaint.

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Reducing bounces and complaints

To reduce bounces:

• Only send to addresses who explicitly provided them. Purchased or scraped lists have high bounce rates.
• Run a re-permission campaign on old lists before importing — contacts from 12+ months ago have a significant stale rate.
• Use double opt-in for signups so recipients confirm their address.

To reduce complaints:

• Set clear expectations at signup — tell people what they’re signing up to receive and how often.
• Make the unsubscribe link obvious. A recipient who can’t unsubscribe will mark you as spam instead.
• Segment your list and only send relevant content to each segment.
• Don’t email contacts who haven’t opened in 6+ months without a re-engagement campaign first.

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What’s next

You want to…	Go to
See bounce and complaint rates for transactional sends	Send History & analytics
Understand how marketing unsubscribes work	Unsubscribes & suppression
Warm up a new sending domain	Domain warm-up
Verify a sending domain	Verify your sending domain