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Environment
Outreach, Feedback, MailingsOracle B2C Service
Resolution
If bounces from a mailing are not being recorded correctly, verify the following items:
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.
Valid From address for the Outreach mailbox: In Outgoing Email, the 'Envelope From / Bounce Address' field should use an marketing domain, e.g, example@rnmk.com, supplied by Oracle B2C Service. If an Outreach mailbox was set up, make sure the mailbox doesn't have a service mailbox domain, e.g., example@custhelp.com. If a service mailbox is configured as an Outreach mailbox then the bounced messages will not be recorded.
Therefore, check your Outreach mailboxes. The path is: Configuration items > Site Configuration > Mailboxes > Outreach Mailboxes, select the appropriate mailbox to view its settings.On the ribbon, click the Outgoing Email button, the 'Envelope From / Bounce Address' field should have an rnmk domain. If the From address has a .custhelp.com domain, submit a service request to Ask Technical Support and indicate which Outreach mailbox is configured with the custhelp.com domain. If you want to use a branded domain name in the From address, please refer to Customizing mailing message headers > Using Branded email domains and ensure the SMTP forwarding is directed to an Outreach mailbox and not a Service mailbox.