Summary
Resolving Microsoft deliverability issues and IP blocks when using Salesforce Marketing Cloud requires a comprehensive strategy. A crucial first step involves obtaining detailed error messages and bounce information for accurate diagnosis. Strong emphasis is placed on proper email authentication using SPF, DKIM, and DMARC, alongside actively monitoring sender reputation via Microsoft SNDS. Maintaining a clean email list by removing unengaged or invalid addresses is essential. IP warm-up for dedicated IPs, segmented sending, and avoiding spam triggers like URL shorteners are also recommended. Persistent engagement with Microsoft support, even amidst initial denials, is often necessary. Finally, compliance with CAN-SPAM and Microsoft's guidelines, along with analyzing content for spam triggers and ensuring wanted content, is vital for improving and maintaining deliverability.
Key findings
- Error Message Importance: Detailed error messages and raw bounce data are critical for accurate diagnosis of deliverability issues.
- Authentication is Key: Proper configuration and validation of SPF, DKIM, and DMARC are essential for establishing sender legitimacy and improving deliverability.
- SNDS is Crucial: Monitoring sender reputation via Microsoft SNDS helps identify issues and allows for proactive intervention.
- Clean Lists Matter: Maintaining a clean email list through regular removal of unengaged/invalid addresses improves sender reputation and deliverability.
- Persistence Pays Off: Persistent engagement with Microsoft support, even with initial pushback, is often required to achieve resolution.
- HTTP/S Issues: Sending images or links over HTTP instead of HTTPS can trigger blocks.
- 4XX/5XX Codes: Various mail server return codes can indicate the nature of a block (4XX/5XX) - each will require troubleshooting.
- IP Blocks: IP blocks on SFMC ranges require support to resolve.
Key considerations
- IP Warm-up: When using dedicated IPs, gradually warm up the IP address by sending to engaged users before broad sends.
- Spam Triggers: Analyze content to avoid spam triggers like excessive use of certain words, poor formatting, and URL shorteners.
- Compliance: Ensure compliance with CAN-SPAM and other relevant email marketing regulations.
- Wanted Content: Prioritize sending relevant, wanted content to maintain recipient engagement and reduce complaint rates.
- SAP Utilization: Leverage Salesforce Marketing Cloud's Sender Authentication Package (SAP) to enhance authentication and control over sender identity.
- Infrastructure Issues: Review sending infrastructure and be careful about segmentation to improve deliverability.
What email marketers say
11 marketer opinions
Resolving Microsoft deliverability issues and IP blocks when using Salesforce Marketing Cloud involves a multifaceted approach. Key strategies include persistent communication with Microsoft support, ensuring correct SPF, DKIM, and DMARC configurations, monitoring sender reputation via Microsoft SNDS, and practicing good list hygiene by removing unengaged subscribers. Content should be relevant and avoid spam triggers, and using a dedicated IP requires a careful warm-up process. Avoiding URL shorteners and adherence to CAN-SPAM compliance are also crucial.
Key opinions
- Persistence with MS: Persistence with Microsoft support is vital, even when initial responses are dismissive. Continued communication and detailed information sharing can lead to resolution.
- HTTP Content Issues: Sending images or links via HTTP can trigger Microsoft blocks; switching to HTTPS and contacting Salesforce support after fixing the issues is recommended.
- Authentication is Critical: Correct configuration of SPF, DKIM, and DMARC is essential to prove sender legitimacy and improve deliverability with Microsoft.
- Reputation Monitoring: Monitoring sender reputation through Microsoft SNDS helps identify deliverability issues and allows for proactive intervention.
- List Hygiene: Maintaining a clean email list by removing unengaged or invalid addresses minimizes bounce rates and improves sender reputation.
- Relevant content: It is important to ensure that you are sending relevant content and not spamming users.
Key considerations
- IP Warm-up: If using a dedicated IP, gradually warming it up with increasing email volume to engaged users is crucial for building a positive sender reputation.
- Content Optimization: Ensure email content avoids spam triggers, and use marketing automation to improve deliverability.
- Compliance: Ensure CAN-SPAM compliance.
- Microsoft Postmaster Guidelines: Always make sure to follow up with Microsoft's postmaster guidelines.
- Avoid Spam: Avoid sending content that's too spammy.
- Sender Support Form: When facing blocks despite good practices, it is important to submit details to Microsoft's sender support form and ensure that you are following up.
- Short URLs: Avoid using URL shorteners, because they can often get flagged as spam.
Marketer view
Email marketer from Email on Acid suggests, you must clean your email list to prevent deliverability issues. Regularly remove invalid or inactive email addresses.
23 Mar 2022 - Email on Acid
Marketer view
Email marketer from Gmass suggests you should avoid using URL shorteners, because they can often get flagged as spam.
21 Aug 2023 - Gmass
What the experts say
8 expert opinions
Resolving Microsoft deliverability issues with Salesforce Marketing Cloud involves a strategic approach focusing on diagnosis, authentication, and persistent engagement. It's crucial to obtain detailed error messages and bounce information to pinpoint the root cause. Understanding that a 'no problem' response from Microsoft often signifies an underlying issue requiring resolution is vital. Employing tools like SNDS to monitor IP reputation, implementing robust authentication (SPF, DKIM, DMARC), and maintaining clean lists are key. When encountering consistent S3150 bounces, escalating with Microsoft is essential, while 4xx errors usually necessitate collaboration with SFMC support to address DNS or networking problems. Proactive list management and prioritizing wanted content further bolsters sender reputation.
Key opinions
- Importance of Error Messages: Obtaining specific error messages and raw bounce data is crucial for diagnosing the deliverability issue.
- Microsoft's 'No Problem' Response: A 'no problem' response from Microsoft often means the IP is blocked for a reason and needs fixing, requiring persistence and escalation.
- Consistent S3150 Bounce: A consistently occurring S3150 bounce is a strong indicator of a block, requiring immediate escalation with Microsoft.
- SNDS Monitoring: Checking IP and domain reputation using Microsoft's SNDS (Smart Network Data Services) helps identify potential issues.
- 4xx Errors: 4xx errors typically indicate DNS, networking, or MTA problems requiring escalation with SFMC support.
- SFMC IP Block: Blocks on the SFMC IP range require escalation to SFMC's delivery team.
Key considerations
- Authentication Protocols: Ensure proper authentication protocols (SPF, DKIM, DMARC) are correctly implemented and validated.
- Proactive List Management: Actively manage subscriber lists by removing invalid addresses and unsubscribing unengaged recipients to maintain a good sender reputation.
- Wanted Content: Ensure content is wanted and provides easy unsubscribe options to foster a positive sender reputation.
- Multifaceted Approach: Resolving OLC (Outlook.com) blocking requires a multifaceted approach and should be followed accordingly.
Expert view
Expert from Email Geeks suggests it looks like an IP block on the SFMC IP range and SFMC's delivery team should manage this.
15 Aug 2024 - Email Geeks
Expert view
Expert from Word to the Wise shares that to maintain a good sender reputation with Microsoft, it's important to actively manage your subscriber lists by promptly removing invalid addresses and actively unsubscribing unengaged recipients. Also, always send wanted content and ensure it's easy to unsubscribe.
6 Apr 2023 - Word to the Wise
What the documentation says
6 technical articles
Resolving Microsoft deliverability issues and IP blocks with Salesforce Marketing Cloud, as highlighted by various documentation sources, hinges on several key strategies. These include checking against blocklists, ensuring robust email authentication (SPF, DKIM, DMARC), and carefully reviewing sending practices to avoid spam filters. Monitoring IP reputation through Microsoft SNDS is crucial, along with gradual IP warm-up, segmented email lists, and regular list cleaning. Utilizing Salesforce's Sender Authentication Package (SAP) provides a dedicated IP, custom domain authentication, and Reply Mail Management, further enhancing deliverability. Maintaining low spam rates, as reported in Google Postmaster Tools, is also essential for bulk email senders.
Key findings
- Authentication Importance: SPF, DKIM, and DMARC are critical for email authentication and deliverability, as emphasized by Microsoft, Sparkpost, and Google.
- SNDS Monitoring: Microsoft SNDS is essential for monitoring the health and reputation of sending IPs.
- IP Warm-up: Gradual IP warm-up is recommended when starting with a new dedicated IP address to build a positive reputation.
- Blocklist Checks: Checking sender IPs and domains against blocklists is a necessary step in troubleshooting deliverability issues.
- List Hygiene: Regular list cleaning, including the removal of unengaged users, is vital for maintaining good sender reputation.
- Salesforce SAP: Salesforce SAP provides essential authentication and management features to enhance email deliverability.
Key considerations
- Sending Practices: Carefully review sending practices to avoid triggering spam filters and ensure emails comply with relevant regulations like CAN-SPAM.
- Feedback Loops: Closely monitor bounce rates and feedback loops to identify and address deliverability problems promptly.
- CAN-SPAM Compliance: Ensure compliance with CAN-SPAM and other email marketing laws.
- Google Postmaster Tools: Keep spam rates as reported in Google Postmaster Tools below 0.10% and avoid reaching a spam rate of 0.30% or higher.
Technical article
Documentation from Salesforce Help explains how to use Sender Authentication Package (SAP) in Marketing Cloud. SAP consists of dedicated IP address, custom domain authentication, and Reply Mail Management. It authenticates your emails and improves deliverability.
6 Oct 2024 - Salesforce Help
Technical article
Documentation from Google Workspace explains that bulk email senders must authenticate their email using SPF, DKIM, and DMARC. In addition, it shares that you must keep spam rates reported in Postmaster Tools below 0.10% and avoid reaching a spam rate of 0.30% or higher.
21 Oct 2023 - Google
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