Bounce and Complaint Handling

Bounces and complaints are core deliverability signals. LiteMX monitors them to protect recipients, customer domains, provider accounts, shared infrastructure, and the ability of legitimate mail to reach inboxes.

• A hard bounce usually means a recipient address, domain, or mailbox is invalid or permanently unavailable.
• A soft bounce usually means a temporary delivery problem, such as a full mailbox or transient provider failure.
• A complaint usually means a recipient or mailbox provider marked a message as spam or abusive.
• A suppression entry means LiteMX or a provider should stop attempting delivery to a recipient or domain.

LiteMX may take these actions automatically or manually:

• Suppress recipients after hard bounces, complaints, unsubscribe requests, or provider suppression signals.
• Record bounce, complaint, send, blocked-send, and suppression events in audit or provider logs.
• Block future sends to unsafe recipients, domains, or mailbox/provider combinations.
• Throttle or pause mailboxes, domains, or accounts with abnormal bounce, complaint, spamtrap, or rejection patterns.
• Require remediation before restoring sending, such as removing bad recipients, proving consent, tightening token scopes, or changing DNS/authentication.

LiteMX may use stricter thresholds than our providers. As a working baseline, senders should keep hard bounces low and complaint rates near zero. AWS SES recommends keeping bounce rates below 2%, may place accounts under review at 5%, and may pause sending at 10%. For complaints, AWS SES may review at 0.1% and pause sending at 0.5%.

LiteMX may pause sending before a provider-imposed pause, because one bad sender can damage shared reputation for other customers.

Customers must:

• Stop sending to recipients who bounce hard, complain, unsubscribe, or revoke permission.
• Keep recipient sources accurate, permissioned, and current.
• Investigate high rejection, bounce, complaint, or spamtrap signals promptly.
• Use domain authentication records correctly, including DKIM, SPF, DMARC, and custom MAIL FROM records when provided.
• Cooperate with LiteMX and provider remediation requests.

If sending is paused, contact abuse@litemx.com with the affected domain or mailbox, message ids, recipient source, consent evidence, and the corrective action taken.