The Email Activity page in OfficeRnD Flex helps you track and manage suppression events, including bounces, unsubscribes, and complaints. These events can block future emails from being delivered to certain recipients. Use the email activity log to review suppression records, understand the reasons behind email failures, and attempt to clear suppressions when appropriate.

In this article, you will learn how to view suppression events, clear them, and understand related system alerts.

Summary

View email suppression events like bounces, unsubscribes, and complaints on the Email Activity page.
Identify failed email deliveries and their suppression-related reasons.
Clear suppressions for a recipient's email address if needed.
Understand the status changes and alerts shown after clearing suppressions.
Understand when email content is no longer available for resending.

What is a suppression event?

A suppression event occurs when OfficeRnD Flex prevents an email from being delivered due to a bounce, unsubscribe, or complaint associated with the recipient's email address.

When and why to remove suppression events?

You may want to remove suppression events if members report that they are not receiving important emails, such as invoices, booking confirmations, or password reset emails. Suppression tracking helps you identify blocked email addresses and take action to restore email delivery. Admins remove suppressions when managing email delivery issues or resolving failed communication attempts in the Admin Portal.

What you can achieve

By tracking and removing suppression events in OfficeRnD Flex, you can:

View detailed email history timelines that show suppression events linked to specific email threads.
Identify suppression types, such as complaints (marked as spam), bounces, or unsubscribes.
Use the Clear Suppressions button to attempt to remove suppression records for a recipient's email address.
View alerts that provide an explanation of the current email delivery status and any necessary actions.
Understand when email content can no longer be resent because Mailgun no longer stores it.

Here are some examples:

If a member's email address bounced during a previous invoice notification, you can view this in Email Activity, clear the suppression, and attempt to resend the invoice.
If a member cannot reset their password, you can check the Email Activity, clear suppressions, and resend the email.

Remove email suppressions

To remove email suppressions and resend important system emails:

Go to Operations > Email Activity.
Use filters to find the email that wasn't delivered to your member. The status will be "Failed".
Click View Details.
In the Email History section, read the description of the failed status.
Depending on the suppression event, click Clear Suppressions or Resend Email.

Understand suppression types

There are three suppression types. Here are the descriptions you will see for each one of them:

Complaint: "The email was not delivered to a recipient who had marked your messages as spam".
Bounce: "The email was not delivered to previously bounced addresses."
Unsubscribe: "The email was not delivered to a recipient who has unsubscribed."

These messages help you understand why the email failed and what action may be needed.

When all suppressions are cleared, the following happens:

An informational alert is displayed at the top of the Email Activity view.
The Clear Suppressions button is no longer visible
The email thread's status updates based on the latest send attempt (for example, Failed, Delivered, Opened, Resent).

Note that clearing suppressions does not automatically change the status of the email thread.

Suppression-related alerts

OfficeRnD Flex displays alerts in the Email Activity view to help you manage suppression events. You may see the following:

Informational alert:

“The suppressions associated with the recipient address have been cleared.”
This indicates that the suppressions have been removed, but suppression events still appear in the timeline.

Error alert:

“There are suppressions associated with the recipient address. Clear them to send emails successfully.”
This indicates that suppressions are detected, and an action is required.

Warning alert:

“Emails are currently sent from the default officernd.com domain. To clear suppressions, configure a custom domain for your account.”
This indicates that the Clear Suppressions button is inactive due to domain settings. You must configure a custom domain for your account to remove the suppression.

Resend limitation alert:

“The email is no longer available for resending.”
This indicates that more than 3 days have passed and Mailgun has deleted the email content.

FAQ: Tracking and managing email suppression events

What is a suppression event in OfficeRnD Flex?
A suppression event occurs when an email fails to send because the recipient unsubscribed, marked it as spam, or the address bounced in the past.

How do I clear a suppression in OfficeRnD Flex?
Go to Operations > Email Activity page, click View Details next to the email, and click Clear Suppressions. This clears all suppressions linked to that recipient's email address.

Why is the Clear Suppressions button inactive?
The button is inactive if your emails are sent from the default officernd.com domain. To activate the button and remove the suppressions, you must set up a custom sending domain in your organization's account settings.

What happens after I clear suppressions?
An informational alert will appear, the Clear Suppressions button will disappear, and the email status will reflect the latest result from send attempts.

How long is email content available for resending?
Mailgun retains email content for 3 days. After that, the content is deleted and only the record remains, meaning you cannot resend that email.

Where can I see why an email failed?
Open the Email Activity page and review the status and suppression message associated with the email thread. This will show the specific reason for failure, such as suppress-complaint or suppress-bounce.

[Flex] Track and Remove Email Suppression Events