Impact of ZeroBounce Settings on Bounce Rate and Email Credits | Clay

Impact of ZeroBounce Settings on Bounce Rate and Email Credits

We toggled on "only mark safe to send emails as valid". But the individual zero bounce columns are toggled off. This cost us a very high bounce rate and a lot of wasted credits with ZeroBounce. Any insight would be helpful

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9 comments

Matt F.
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https://app.clay.com/workspaces/11439/workbooks/wb_6HP6iDCgKmhA/tables/t_rmfhH478w8pP/views/gv_rDpTe8bhqeA5
Matt F.
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CC'ing Daniel G. and Matt R.
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Matt F.
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Hey Arturo O. — was chatting with Will M. this morning, who also experienced this bug. They said you were the one that was able to recreate it and get a fix scheduled. Any update here?
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Will M.
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Arturo O. this was the thread we had 3 weeks ago, putting context here:
Thank you for the video, Will! That really helped and totally understand the frustration it has caused. I was now able to reproduce the bug and immediately shared with the team. To fix it in your table, what I did was to toggle the safe to send setting off then back on before saving once again, you’re all set but will make sure to keep you in the loop about this bug so you can be certain it’s fixed moving forward.
Bo (. has some context as well.
Bruno R.
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Hey there, looping in Arturo here, who might have more context on this. It seems likely that the waterfall was set up without toggling on the "Safe to Send" feature, and edits may have been made after the enrichment process had already started which would not modify the setup. I’ve been running some tests on my end but haven’t been able to reproduce the issue. In the meantime, I’ve issued a full refund of 10k credits to cover the waterfall cost, which should give you plenty of room to re-run it from scratch with the correct settings. Let me know if there’s anything else I can assist with!
Matt F.
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Hey Bruno R. — I appreciate the context here. But that's not the workflow that we ran here. The merge column was definitely set up with the toggle turned on. Totally understand edits not being made when columns are running but that's not the workflow (from my memory) that took place here. It resulted in a very high bounce on a campaign, which is very painful to recover from.
Matt R.
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To contextualize how this matters, the bounce rates mean we have to pause sending here on all these inboxes at least for a couple weeks which costs thousands of dollars or tens of thousands in opp cost.
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Arturo O.
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Thank your for the loop, Bruno R.! Hey Matt F., Will M., Matt R., hope you're doing great! And yes, we apologize for the frustration these issues have caused. At the time, I did reproduce this issue. How I did it was to first add the waterfall as usual, but let's say you had to edit it for some reason, that specific setting is not kept unless you toggle/interact with it again which is the bug. If you didn't edit it after the initial setup and it didn't save at all then I'll have to check that out but have not seen that be the case yet. The engineering is working on it already, I've linked the ticket to this conversation so we can let you know it's no longer an issue. For now, I can help out with credits, do you have a timeframe as to when you started having this issue so I can dive deeper? Thank you for your patience!
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