Bounced Emails

[bccr]

I see this issue has remained unresolved for at least four years so I'd like to bring it up for discussion again.

• I pay a monthly fee for Square marketing so I can send emails to my customers.
• The fee is based on the number of emails I send. 
• Many of those emails bounce (do not get delivered)
• There is no way to bulk unsubscribe bounced emails from Square Marketing.
• Of those that bounce, many are square network emails where I don't even have access to that customer's true email address.
• That means I am paying Square to send emails that are cloistered within their own system to their own customers but which are never getting delivered.
• Square declines to offer a solution because it makes more money from sellers since their pricing is based on total emails sent. While sellers care very much if their emails are delivered, Square seems not to.
• I have brought this up before and I see threads back to at least 2020 with the same issue.
• I have voiced this concern to my dedicated Square rep over the phone multiple times.
• I have put in feature requests; it's not like this is a novel issue.

Our business pays Square over $20,000 per year in subscription and processing fees, but I sure don't feel like a valued customer. I feel frustrated because I love the overall product, but it is discouraging doing business with a company that seems to have contempt for its sellers.

[BernadetteA]

Hi @bccr

Thank you for reaching out. I apologize for any frustration you may be feeling. 

I believe there was a recent change that will help address this. Did you receive an email regarding Square Sender Profile that went out at the end of January? Do you use your own custom domain email address, or do you use a web-based email like Gmail or Yahoo? 

I am going to touch base with the team to get more information on this change, but can you also let us know the last time you noticed bounced emails? 

Thanks in advance for your time.

[erinreyehair]

i'm all of the sudden getting several.

my sender profile is a gmail account. are you meaning that those emails are responsible for the. bouncing?

[dufaultm]

In general (Square or otherwise) you should use an email that has your business domain name or email services might automatically bounce it back (looks spammy I guess). I can't remember where I found it but I read an article on things to avoid (that make emails look spammy), like LOTS OF CAPS, lots of emojis (which is sad because I love them), words like sale (unfortunately). I started using these things more sparingly and my bounce rate went way back down to where it was before the sudden bounce rate I was getting. 

Other Marketing platforms are a lot more robust and I wish I wasn't using Square Marketing but it would be a pain to switch now. Even Mailchimp will rate your subject line and, I think, rate the wording of your email body to make sure it is highly deliverable. Other services are even better.

[franklincoarts]

Has anything changed? I have undeliverable emails that I want to clean form my list but don't know any way to do that! And yet you say that we must agree that our emails list are clean under terms of agreement. Please fix this 

[NeishaArceo]

Our number of bounced emails is also pushing us into a higher subscription level. These customers shouldn't be counted.

It doesn't even matter to me if I have to do it one at a time, but I don't want to go into their profiles and mark them as unsubscribed since that is a permanent action, and it doesn't seem that they can ever be re-subscribed if we were to get their corrected email address.

Some of these addresses may just be outdated. And from what I can tell, it's a strong possibility that a number of the 'Square network emails' have typos in them from customers having difficulty typing on the customer display.

I've also gone into a profile and deleted an email address that bounced, only to have it replaced with 'Square network email' so it's still counted in our list.

[Saloonsean]

Same thing here. No way to bulk delete any bounced emails.

[chefsteve1]

In the last week, all Square Marketing emails sent to Yahoo addresses are Bouncing. Ironic, because our Square account is under a Yahoo email address. I've heard this is an issue with Yahoo, and not Square. Can Square send a "work-around" so that my customers can see the email? 

[thedeltaforce]

I am having the same issue with Yahoo and AOL.  😞

[dufaultm]

Has Square Support been able to help any of you or give a real answer on the yahoo/aol issue? 

[bccr]

Nope.

[tarao]

This just recently became an issue for me. Starting this week, all aol and yahoo emails are bouncing. i went from 5 bounced emails to 79. 

[franklincoarts]

Have you found any help? I have about 50 undeliverable emails and I can't find a good way to remove them. Thanks for any information you may have received about this problem.