---
title: "Send, delivery, open, bounce and complaint statuses"
canonical: https://www.billabex.com/en/help/tasks-messaging/send-delivery-open-bounce-complaint-statuses/
lang: en
alternate: https://www.billabex.com/fr/aide/taches-messagerie/statuts-envoi-delivrance-ouverture-bounce-plainte.md
updated: 2026-09-29
index: https://www.billabex.com/llms.txt
---

# Send, delivery, open, bounce and complaint statuses

<section class="help-summary" aria-labelledby="in-short"><h2 id="in-short">In short</h2><p>Email status progresses per recipient. <strong>Sent</strong> confirms handoff to the email service, <strong>Delivered</strong> acceptance by the remote server, and <strong>Opened</strong> a read signal when the client permits it. <strong>Soft bounce</strong> is temporary failure, <strong>Hard bounce</strong> a persistently invalid address, and <strong>Complaint</strong> a spam report. Three final temporary failures also make the address invalid. None of these proves payment.</p></section>

## Expected result

You distinguish success, incomplete signal, and permanent failure, then correct only the contact that needs it.

## Before you start

- Open communication recipient details.
- Always compare status with its timestamp.

## Procedure

1. Read the latest event for each address rather than a simplified global status.
2. For Delivered or Opened, keep the contact and analyze replies separately.
3. For Soft bounce, wait for another event or check a temporary recipient issue. After three final temporary failures, treat the address like a hard bounce.
4. For Hard bounce, correct or disable the address and handle the contact task.
5. For Complaint, stop sending to the contact and verify legitimacy of future communication.
6. For **Rejected by platform**, read the reason and the Basware notification, then handle the associated task if one exists.

## What Billabex does

SES feedback arrives after send and Billabex preserves its timeline. A hard bounce adds the predefined email-error tag and pauses the account; a complaint is also handled as failure requiring input.

A single temporary failure does not change the address. When three distinct final temporary failures span at least 72 hours, Billabex sets the contact’s address to <strong>Bounced</strong>: it is no longer picked as a recipient, as after a hard bounce.

**Rejected by platform** means Basware reported refusing the email because the sender is not registered. It can follow technical delivery: the email server accepted the message, but the platform rejected it. This status does not mean the address is invalid.

When Billabex can verify the notification and unambiguously match it to an outgoing email, it excludes that destination from automatic reminders, including copies, and opens a task titled **Confirmer le canal de relance**. Other contacts remain usable. Without those checks, the rejection stays visible for review, with no guarantee that a task will open. See [how to resolve this task](https://www.billabex.com/en/help/tasks-messaging/reply-resolve-cancel-task/).

## If the result is not what you expected

- No Opened event can result from pixel blocking and does not mean unread.
- Do not immediately treat a single Soft bounce as a permanently false address.
- An address set to Bounced after temporary failures is corrected as after a hard bounce: confirm it with the customer before reusing it.
- When recipients differ, act address by address rather than on the whole account.