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Returned Email Report

Learn how to monitor and action returned client emails to maintain effective communication and ensure critical account updates reach your clients.

The Returned Email Report identifies client emails that have been undeliverable or have bounced back due to invalid or outdated email addresses. Reviewing this report helps ensure that communication channels remain open and that clients receive important information, such as account notifications, tax documents, and service updates.

What is a Returned Email?

A returned email, often referred to as a "bounce-back," occurs when an email fails to deliver to a client’s inbox. Common reasons include an invalid or deactivated email address, a full mailbox, or security settings that block incoming messages. Returned emails can disrupt client communication and may lead to compliance concerns if clients are not receiving regulatory or transactional communications.

Why Clients Appear on this Report

Clients appear on the Returned Email Report when an email sent to their registered address is flagged as undeliverable by the system. These bounce-backs are typically generated after failed delivery attempts and may indicate that the email address on file needs to be reviewed or updated. It is common for these rejections to be caused by one of the following:

  • The email address has been deactivated.
  • The client has changed their email address.
  • The email address on file is incorrect.
  • The client’s mailbox is full.
  • The client may have marked Optimize as spam.

How this Impacts Clients

If returned emails are not resolved, clients may miss important account-related communications, such as regulatory notices or time-sensitive requests. This can lead to service delays, misunderstandings, or missed deadlines that impact the client’s overall experience and account compliance requirements.

How to Access the Returned Email Report

To access the Returned Email Report:

  • Log in to the CRM portal.
  • From the left navigation menu, click CRM > Contacts.


  • On the contact’s index page, you can access the report as a saved view by clicking +Add view to the right of the tabs on the index page, and selecting Returned Email Report from the dropdown.


The report will display a filtered list of clients whose emails have been returned as undeliverable.

Best Practices

  • Review the Returned Email Report regularly to ensure client contact information is accurate.
  • Proactively follow up with clients to confirm and update email addresses.
  • Validate email addresses at account opening or during routine KYC updates to reduce future bounce-backs.