Are you using your credits?
Soft bounces and hard bounces can occur after you have sent an email. In Sendinblue, you are using your credits every time you send an email, so technically yes, you are paying even if an email bounces after being sent (click here to learn more about soft and hard bounces).
You will only pay once when there’s a hard bounce. When the email hard bounces, the contact is blacklisted and is excluded from future campaigns. This means that the hard bounce is charged in the first attempt (because we sent the email) but after the address is blacklisted, they are not charged (because we don’t send emails to blacklisted contacts).
For soft bounces, we retry sending emails up to 3 times in 36 hours. If they still remain undelivered the emails are marked as a soft bounce. Every time the platform is trying to send the email you are using your credits.
When do we return these credits?
Your credits will not be returned unless there was a technical issue on our platform with email deliverability. In such special cases, we refund the credits manually.