What does the Email Invitation Statuses mean

When inviting respondents to answer a Quest by Email or SMS, you may track the various invitation– and response statuses for each individual message from the Invitees list.

The Invitees list is accessed from the Distribution pane:

The Invitation status will show which respondents that have received their invitation (i.e. the invitation status spells “Delivered”) and which has not (any other status than “Delivered”):

The following table explain the various invitation statuses briefly:

*Hard bounced: The email has been returned to Essentials because the recipients address is invalid, (permanently undeliverable). Such hard bounces might be caused by any of the following reasons:

• the domain name does not exist
• the recipient is unknown
• the address is invalid (typos or changed address)
• the e-mail recipient’s mail server has blocked Essentials server (ex. Has received too many mails from “@questback.com”)
• there’s some type of network problem on the recipient’s end

Tips to resolve hard bounces:

1. Check that the email address is spelled correctly. If not, delete the invitation and send it to the correct address
2. Check if it exists using https://verify-email.org/. If not, delete the invitation and send it to an alternate address
3. If many recipients from the same domain was blocked, consider contacting IT personnel responsible for the domain and have them whitelisting the following domains:

• mail1.questback.net
• mail2.questback.net
• mail3.questback.net
• mail4.questback.net

**Soft bounced: The email reaches the respondents mail server but is bounced back before reaching the respondents mailbox. Such “soft bounces” might occur because:

• the recipient’s mailbox is full (over-quota)
• the server is down or overloaded
• the message is too large
• the user has abandoned the mailbox

Soft bounced invitation commonly resolves themselves over time. Essentials will continue trying to send soft bounced invitations the 24 hours.

The Response status will show which respondents have answered (I.e. “completed” or “deleted”) or not yet completed their answer (any other status than “completed” or “deleted”):

The following table briefly explain the various response statuses:

NOTE: If Hidden Identity is enabled either “always” or “optional”, the response status “Hidden” will show for all respondents.