Email failed to deliver, but received OneSpan event as EMAIL_BOUNCE with message as "OOTO" instead of "BOUNCED""
Friday, November 11, 2022 at 12:45amHi Team,
Email failed to deliver to the Customer, but received EMAIL_BOUNCE event with message OOTO, which is incorrect in this case, it should send message as "BOUNCED" right?
FYI,
Email messages after delivery fail
Hello eSignature <Account owner>,
We tried delivering "<Package Name>" to "[email protected]", but received an automated reply.Server response: "smtp; 554 4.4.7 Message expired: unable to deliver in 840 minutes.<454 4.7.1 : Relay access denied>" You may want to reach out to your recipient to clarify. if you experience any issue, please send an email to [email protected] with the evidences and corresponding information. Thank you for using eSignature at IBM.
In the call back should be somewhere also the message: unable to deliver in 840 minutes.<454 4.7.1 : Relay access denied>
Event that we Have received
{
"@class": "com.silanis.esl.packages.event.ESLProcessEvent",
"name": "EMAIL_BOUNCE",
"sessionUser": "6d3fe8fd-dd4d-41f0-bfca-ab95b11f194f",
"packageId": "J6_txUz9BBFw78J4oxvsFhBd_ZE=",
"documentId": "",
"message": "OOTO",
"newRoleId": "",
"createdDate": "2022-10-24T22:48:46.011Z"
}
Could you please check why we have received "OOTO" instead of "BOUNCED"?
Thanks in Advance
Regards,
Madeva
Reply to: Email failed to deliver, but received OneSpan event as EMAIL_BOUNCE with message as "OOTO" instead of "BOUNCED""
Monday, November 14, 2022 at 10:14amHi Madeva,
Thanks for your post!
How OneSpan Sign determines whether to trigger OOTO or BOUNCE email/callback depends on the codes we get from the email server. In this specific case, the response code is 4.4.7, based on this document, 4.x.x is a Persistent Transient Failure, that's why it triggers OOTO event. On the other hand, if the error message is 5.x.x Permanent Failure, OSS will trigger BOUNCE instead.
Also, the reply code could vary depending on the email domain you sent. For example, some email servers may not even send a bounce code or send different codes, which could also affect the bounce type.
Duo
Reply to: Email failed to deliver, but received OneSpan event as EMAIL_BOUNCE with message as "OOTO" instead of "BOUNCED""
Tuesday, November 15, 2022 at 12:08amHi Duo
Thanks for your reply!
Is there any way we can read these email response codes/messages in the package? (eg: the response code is 4.4.7), so we can update the signer status correctly
Currently, we are updating OOTO as a status, which is incorrect.
Thanks
Madeva
Reply to: Email failed to deliver, but received OneSpan event as EMAIL_BOUNCE with message as "OOTO" instead of "BOUNCED""
Tuesday, November 22, 2022 at 12:04amHi Team,
Please let me know if is there any way to differentiate the status BOUNCE and OOTO.
Thanks
Madeva
Reply to: Email failed to deliver, but received OneSpan event as EMAIL_BOUNCE with message as "OOTO" instead of "BOUNCED""
Tuesday, November 22, 2022 at 08:29amHi Madeva,
Sorry for the late reply! Unfortunately, I don't think the server response ($DYNAMIC_TOKEN_1;) is exposed via API. Considering the fact that sometimes it's inevitable to return the wrong bounce type (because the response code varies depending on client servers), I think we can raise an Enhancement Request asking to include the response message in the callback notification so that we can provide more detailed information besides the bounce type.
Duo