SmartrMail automatically suppresses email addresses that are invalid or have proved undeliverable to keep your list clean and protect your deliverability.
After clicking through a list, you'll see a count of all your subscribers
Suppressed email addresses have proven to be undeliverable due to a hard bounce or multiple soft bounces.
Hard vs. Soft Bounces
Hard bounces are permanent delivery failures that are caused by invalid email addresses. These can often come from brick-and-mortar store contests or mistyped email addresses. Emails that hard bounce are automatically removed from your mailing list with SmartrMail.
Soft bounces are emails that are temporarily undeliverable due to a problem on the email recipient's side. These bounces are caused by full inboxes, offline servers, and emails being too large. SmartrMail will automatically resend soft bounces, but after multiple tries, will record the email as a hard bounce. Once recorded as a hard bounce the email address will be suppressed and removed from your email list.
Suppressed subscribers are not counted on your bill.
Why Do I Have So Many Suppressed Subscribers?
When you first connect SmartrMail to your Shopify, BigCommerce, Neto or WooCommerce account, you might find that a large number of your existing subscribers are suppressed. This is most often caused by your customers not 'opting-in' for marketing when they originally signed up to your list.
In addition to this, occasionally some Shopify stores accidentally upload a CSV subscriber list from customers who have opted-in to receive emails directly into their Shopify store, but mark 'Accepts Marketing = No' by mistake. This will cause these customers to be opted-out of email marketing in Shopify, and they will show in SmartrMail as suppressed. You can fix this by re-uploading the customers into Shopify and making sure the column in the CSV 'Accepts Marketing = Yes' for the customers who have opted-in to receiving emails.
More details on how to do this are here: https://help.shopify.com/manual/customers/import-export-customers
If that doesn't help, or you're on BigCommerce, Neto or WooCommerce and still have a high number of suppressed customers, feel free to reach out to our support team for further assistance.