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#4282 - Bounced email still mark as valid on Sugar

Closed Bug? created by synolia Verified Purchase a year ago

Hi

We have a contact marked as "bounced" on the Related Mailchimp Audiences dashlet.

The problem is that contact's email is still valid on Sugar

I check the SmartList Scheduler Status, the statut is active and the scheluler too.

How does SugarChimp mark as invalid an email when the email is bounced ?

SugarChimp Version : 9.2b

Kind regards

SYNOLIA Support

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Happy to help. Can you tell me if it is a hard or soft bounce and if Mailchimp has marked the email as Cleaned? Additionally, can you confirm if the contact is still on the Target List that's being synced?

    If you make a change to an active contact, such as adding a character to their last name, is the change synced to Sugar as expected?

    Thanks for your help in troubleshooting.

    Best,
    Heidi

    • synolia member avatar

      synolia Verified Purchase

      a year ago

      Hi

      Where can i see if the bounce is hard or not ?

      The contact seems to still be into the Target List

      If it help you :
      2019-12-03 17_40_46-Charles BARREAU » Contacts » NMD CRM.png

      Synolia Support

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Thanks for this screenshot. That gives me the information I needed!

    Can you try changing the last name of an active record to see if the change makes it to Sugar?

    Thanks,
    Heidi

    • synolia member avatar

      synolia Verified Purchase

      a year ago

      Hi

      Unsubscription from a link of an email sent by Mailchimp => OK : the contact is mark in Sugar as "Do not want to receive emailing"

      Change of the first name of a contact from a link of modification of the preferences on an email sent by Mailchimp => KO
      the contact is not modified in Sugar

      Kind regards

      SYNOLIA SUpport

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    So just to confirm, it sounds like unsubscribing a record successfully marks the record as opted out in Sugar. However, changing the name of an active record does not sync to Sugar and neither has bounced emails.

    Can you confirm the webhook on Mailchimp matches the one on Sugar? You can see your Sugar webhook by navigating to the Health Status page. To see the webhook in Mailchimp, you can follow the directions below:
    1. From within Mailchimp, click Audience
    2. Under Current audience, select the name of the list you're syncing
    3. Using the Manage Audience dropdown on the right hand side, select Settings
    4. Click Webhooks at the bottom of the page

    This webhook should be active and should exactly match the webhook that appears in SugarChimp's Health Status page within your CRM.

    Additionally, it might be helpful to see some logs. Can you follow the steps below to put SugarChimp into debug mode and send along relevant logs to mailchimp@fanaticallabs.com? You can find steps for this here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360032680392-Data-Isn-t-Syncing-From-Mailchimp-to-CRM

    Thanks,
    Heidi

    • synolia member avatar

      synolia Verified Purchase

      a year ago

      Hi

      I have just sent an email to mailchimp@fanaticallabs.com with Sugarchimp health status

      Kind regards

      SYNOLIA Support

    • synolia member avatar

      synolia Verified Purchase

      a year ago

      Hi

      Webhooks URL is the same.

      Regards

      SYNOLIA Support

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Just wanted to quickly follow up on this case since we worked through the issue on email. As a reminder, we updated to the latest version. I'll go ahead and close this ticket for now, but please let me know if any further issues are found.

    Best,
    Heidi

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