When you upload a bounce file in Audience Builder, it is sent to our support team for review. Upon receipt, we run the email addresses through an email validation service to assess their status. Based on the results, each record is evaluated for replacement credit eligibility.
Email Validation Categories
| Category | Definition | Credit Eligibility |
|---|---|---|
Valid |
The email address is accurate and active. | Ineligible |
Invalid |
The email address is incorrect or does not exist. | 100% Eligible |
Risky |
The email is valid but may be a spam trap, disposable, or abuse address. | 50% Eligible |
Accept All |
The domain accepts all emails, regardless of whether the specific address exists. | 50% Eligible |
Unknown |
Verification failed due to technical issues (e.g., timeout, DNS error). | 50% Eligible |
| → Why would it bounce? Sometimes valid emails bounce due to temporary inbox issues, full mailboxes, or firewall settings. |
Note: DemandScience guarantees 90% data accuracy. This means up to 10% of records flagged as eligible may not be credited.
Credit Eligibility Requirements
To qualify for credit replacements:
- Records must have been exported within the past 30 days
- Duplicate records in your upload will only be counted once
- Records must not appear in any previously submitted bounce file
Following these guidelines will ensure a smooth review and credit process.
Click here for an example of how we calculate replacement credits for Bounce Files
Records contained in the Bounce file submitted: 1,000
After processing, we confirm the following about the email addresses:
• Duplicates: 10
• Valid: 690
• Invalid: 200
• Risky: 20
• Accept All: 50
• Unknown: 30
According to our policy, customers are eligible for replacement credits for the 'Invalid' category (100% eligible). In this case, there are 200 invalid email addresses for which the customer should be refunded.
Plus, the other categories are 50% eligible for replacement credits:
- Risky: 10 replacement credits (50% of 20)
- Accept All: 25 replacement credits (50% of 50)
- Unknown: 15 replacement credits (50% of 30)
The total refundable credits are 250. However, since we apply a 90% data accuracy rule, we only return 90% of the eligible records. That means 25 credits (10%) are not refunded; the final refund is 225 credits.
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