Email Bounce, Complaint, Unsubscribe, and Whitelist Tracking

Email Suppressions and Whitelisting

The Email Suppressions & Whitelists section of your WeGive Dashboard helps you monitor and manage email deliverability issues, ensuring your domain's reputation and the success of your outreach efforts remain intact.

Overview

WeGive uses suppressions to protect both your domain's reputation and the reputation of our email-sending infrastructure. Suppressions automatically prevent future email delivery to problematic addresses—ones that have bounced, unsubscribed, or marked your email as spam.

By proactively managing suppressions, you reduce the risk of high bounce or complaint rates that can damage your email deliverability or violate Acceptable Use Policies (AUP).

How to Track Email Issues

1. Log in to your WeGive Dashboard.

2. Navigate to the Email Health section:

   • V1 Dashboard: Go to Engagement in the left sidebar, then scroll down past the divider to find Bounces, Complaints, Unsubscribes, and Whitelist.

   • V2 Dashboard: Go to Settings in the left sidebar, then scroll to the Email Health section to find Bounces, Complaints, Unsubscribes, and Whitelist.

3. Click each item to view the relevant list of suppressions or whitelisted addresses.

Types of Suppressions

1. Bounces

A bounce occurs when an email can't be delivered to a recipient due to issues such as: invalid or non-existent addresses, temporary email server issues, or misconfigured domains.

What you'll see: Email address, Date the bounce occurred, Error message returned by the recipient's email server.

2. Complaints

A complaint is recorded when a recipient marks your email as spam.

What you'll see: Email address, Date the complaint was received.

Note: No detailed message is provided for complaints.

3. Unsubscribes

An unsubscribe happens when a recipient opts out of future communications.

What you'll see: Email address, Date the unsubscribe occurred, Description (e.g., "*" for domain-wide or a specific tag for campaign-level opt-out).

Whitelisted Addresses

A whitelist is a list of approved email addresses or domains that are allowed to receive future messages from your organization.

When to Use Whitelisting: To override suppression if an address was mistakenly marked as bounced, or to proactively ensure delivery to trusted contacts.

What you'll see: Email address or domain, Type (email or domain), Reason for whitelisting, Date added to the whitelist.

⚠ Important: If an address exists on the Complaints or Unsubscribes list, WeGive will not send to it, even if it's added to the whitelist. In those cases, contact the recipient and ask them to opt back in directly.

Managing Suppressions and Whitelists

In addition to viewing suppression and whitelist entries, you can manage them directly from the dashboard:

Add entries manually — From any of the Bounces, Complaints, Unsubscribes, or Whitelist tabs, you can add individual entries by providing an email address (and optionally a date or tags, depending on the type).

Delete entries — Remove a suppression or whitelist entry if it was added in error or is no longer relevant. For example, if a bounce was caused by a temporary server issue that's now resolved, you can delete the bounce entry to allow future sends.

Import in bulk via CSV — Upload a CSV file to add multiple entries at once. This is available for Bounces, Unsubscribes, and Whitelists, and is useful when migrating suppression lists from another email provider or making bulk corrections.

If you're seeing delivery issues to a trusted recipient, check the suppressions list and consider adding them to the whitelist if applicable.