Voter List — "Undeliverable" Voter Status

What is the "Undeliverable" Voter Status?

In the voter list of your running election, you may notice some voters that are listed as "undeliverable". If a voter is showing as "undeliverable", it is because delivery of their notice failed. This is more commonly known as a "bounce-back".

ElectionBuddy only classifies a voter's notice as "Undeliverable" if there was a bounce-back message received. It is possible that your voters will let you know that they did not receive a notice, but the voter list does not reflect this with the "Undeliverable" status for that voter. This would mean that ElectionBuddy did not receive a bounce-back message, and it is extremely difficult to gauge what happened to the notice in those cases.

For example, your voter's email server may reject the email based on their spam policy, and neglect to inform ElectionBuddy that the notice will not be delivered. If you are sure that the voter's contact information is correct and up-to-date, and they have confirmed that the notice has not gone to their spam/junk folder (so there is no obvious reason why your voter did not receive their email notice), you would need to surface and share your voter's access key with them.

Here are the most common causes of an undeliverable notice:

  • an incorrect email address (or phone number/mailing address, if you are using SMS/postal notices),
  • an out-of-use email address,
  • a spam filter, or
  • the recipient's inbox is too full to receive the message.

How to Determine Why the Notice Bounced Back

We provide the complete bounce-back message received for you for each undeliverable email notice, which you are able to review in your voter list. The message is interpreted by ElectionBuddy: it locates the bounce code within the text of the email, and then gives you a simplified explanation of what has happened. You can find this message in the "Undeliverable History":

Clicking on "Undeliverable History" in the drop-down "Actions" menu will open up a window, where the bounce-back message(s) for that voter will be displayed:

In this example, we are getting a "Bad destination mailbox address" because this email address doesn't exist — Gmail doesn't allow for commas in their email addresses, so this email address could never be valid.

Great. So How Do I Fix It?

You can take that information and use it to attempt to fix the problem.

ElectionBuddy does not allow reminders or notices to be sent to voters once the undeliverable status has been assigned to them. This is because it is spam-like behaviour to keep retrying to send after delivery has failed, so to protect our sending reputation and increase the chances that emails will be delivered successfully in the first place, there is no re-sending. The only exception to this is if you change the email address for that voter.
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