Hard Bounce Unlock Request Handling

Platform Configuration — Fill These In to Match Your ESP

This skill uses example thresholds by default. Fill in your platform's actual policies below so the investigation and decision logic matches how your ESP works.

• Hard bounce lock threshold: [e.g., 500+ hard bounces within 10,000 emails sent]
• Lock behavior: [permanent until manual unlock / auto-unlock after X days]
• Unlock request method: [e.g., support form, support ticket, email]

Context

An account is automatically locked when it exceeds the hard bounce threshold configured above. The lock is permanent until manually unlocked. Users submit a form which creates a support ticket. Support reps should monitor for locked accounts where the user never submits a form.

Your Job

Understand the story the customer is telling and determine whether it is coherent. Spammers lie. Legitimate senders with bad campaigns tell coherent stories.