NetLoan - Bounced & Undelivered Statement Emails

Overview

When statement emails fail to reach borrowers, NetSuite provides two native tools to diagnose the issue: the Bounced Email Addresses list and the Undelivered Emails page. The Bounced Email Addresses list shows addresses that permanently or temporarily failed delivery and are being suppressed from future sends. The Undelivered Emails page provides a detailed log of failed send attempts with a reason code for each failure, making it the first place to check when a borrower reports not receiving a statement.

Prerequisites

• NetSuite role with access to Lists > Relationships and Lists > Mailing.
• Statement emails must have been sent via NetLoan's statement emailing process before log entries will appear.

Step-by-Step

Check the Bounced Email Addresses List

The Bounced Email Addresses list shows all email addresses that have generated a hard or soft bounce. NetSuite automatically suppresses future sends to hard-bounced addresses for a defined period.

Top navigation: Lists > Relationships > Bounced Email Addresses

1. Navigate to Lists > Relationships > Bounced Email Addresses.
2. Review the list for the borrower's email address. The list displays each bounced address along with the bounce type (hard or soft) and the reason code.
3. Use the search/filter at the top of the page to search by email address if the list is long.
4. Note the Reason column — this indicates whether the failure is permanent (hard bounce) or temporary (soft bounce). See the Reason Codes section for descriptions of each reason code.

Check the Undelivered Emails Page

The Undelivered Emails page is a saved search that logs all failed email delivery attempts with detailed reason codes. This is the most useful tool for diagnosing why a specific statement email did not arrive.

Top navigation: Lists > Mailing > Undelivered Emails

1. Navigate to Lists > Mailing > Undelivered Emails.
2. The search results display one row per failed recipient. Review the following fields to identify the issue:
   • Sent Date — when the email was originally sent.
   • Log Date — when the bounce or failure was recorded (may differ from the send date).
   • From — the sending address.
   • Recipients — the intended recipient(s) for that message.
   • Subject — the email subject line (useful for confirming it's a statement email).
   • Reason — the root cause of the delivery failure (see the Reason Codes section for descriptions).
3. Filter to narrow results by Recipients (email address), Reason, or Log Date.
4. If a statement email appears here, note the Reason code to determine next steps — for example, whether the borrower's email address needs to be updated or whether the issue is with the sending configuration.

Remove an Address from the Bounced Email Addresses List

If a borrower's email address appears on the Bounced Email Addresses list and you've confirmed the address is valid (e.g., it was a temporary failure), you can clear the bounce history to allow future sends.

Top navigation: Lists > Relationships > Bounced Email Addresses

1. Navigate to Lists > Relationships > Bounced Email Addresses.
2. Locate the email address you want to clear.
3. Check the box in the Delete column for that address. Click Mark All to select all email addresses if doing a bulk clear.
4. Click Delete.
5. NetSuite will now allow emails to be sent to that email address again.

Considerations

• Hard bounces vs. soft bounces: Hard bounces indicate a permanent delivery failure — the address doesn't exist or the domain is invalid. NetSuite suppresses hard-bounced addresses from all future email sends for 30 days (or 90 days if DKIM and a custom email domain are configured). Soft bounces are temporary failures (e.g., mailbox full, server too busy) and have a shorter suppression window measured in minutes or hours.
• A record can have multiple log entries: A single failed email can generate more than one entry in the Undelivered Emails log if multiple destination domains were involved. Filter by Recipients to see all failures for a specific email address.
• Updating the borrower's email address: If a hard bounce is due to an invalid email address, update the email address on the borrower's Customer record in NetSuite before re-sending the statement. Clearing the bounce history without fixing the underlying email address will result in another bounce.

Reason Codes

Hard bounce Reason Codes

Soft bounce Reason Codes

Undelivered Emails Reason Codes

Related Articles

• NetSuite Help Center - Managing Bounced Email
• NetSuite Help Center - Viewing the Bounced Email Address List
• NetSuite Help Center - Bounced Email
• NetSuite Help Center - Undelivered Emails Saved Search
• NetSuite Help Center - Troubleshoot Undelivered Email