E-mail replies end up in a different mailbox

Hello,

One of my colleagues receives replies in her other mailbox (for example: she sends an e-mail from kate.doe@regal.com but receives replies on kate.doe@couch.com).

I haven't seen anything unusual at first glance but I suspect that it has to do something with redirecting her replies from her Couch inbox to her Regal inbox.

If you have some suggestions as to where I could find the possible culprit.

Thanks in regard!

June 11th, 2015 3:38am

Hi,

It will need some troubleshooting steps actually.

The first thing we need to confirm is, was the original email actually sent from the @regal.com account? Check the sent email from Outlook and the "From" address. Or we can ask the recipient who the sender is he/she can see from the email.

Then please check the email your colleague received. Who is the recipient? @regal.com or @couch.com?

Please also check the Rules in Outlook for both accounts, are there any rules that redirects the emails? There is possibly such a rule which may be the cause here. In addition, please also check the rules on webmail if it's a POP3 type of account in Outlook.

Regards,

Melon Chen
TechNet Community Su

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June 11th, 2015 10:06pm

I have consulted with the user and she told me the following:

-E-mails are being send from a shared address/mailbox (for example: Finance@regal.com)
-The replies end up at her address instead of the shared mailbox (at kate.doe@couch.com)

So after concluding the things from above, I searched through her Outlook Online settings to see if there were any inbound/outbound rules that could have thrown the e-mail redirection in disarray.

This led to discovering that there were no rules enabled on her e-mail which made me think that someone could have forwarded the replies to her OR that the customer knew her @couch.com address.

The latter one is unlikely since it was the first time she had contact with the customer.

June 12th, 2015 8:45am

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