In this example, your company name is Marketing Experts Ltd. Anna Andersson, anna.andersson@company.com, contacts your customer support and says that she has received emails from you—but she hasn't signed up for your emails. You look into this, search for the email address in Engage, but can't seem to find it. This is because the email from Engage is sent to a person whose email address is forwarded to another person in that company.

For this example, let's say that the intended recipient was Jan Andersson, jan.jansson@company.com. Jan is in your send-out list but has left company.com and all his emails are set to be forwarded to anna.andersson@company.com.

This will result in anna.andersson@company.com receiving send-outs from Marketing Experts Ltd through the email forwarding from jan.andersson@company.com. To Anna, it will look like the emails are sent from Marketing Experts Ltd. If she looks closely in the "To" field, she will actually see jan.jansson@company.com's name.

It may look somewhat like this:

If Anna now replies to this email, the reply will go to info@marketingexpertsltd.com, and not to jan.jansson@company.com.

One quick note, in reference to the replies. Sometimes, there can be several email forwardings and the last persons email address may also be inactive. Instead of a new email forward, your sender address may receive an automated reply like "This email is no longer active.". This happens, and when it does, it may be a bit confusing. Just go through the above thoroughly and you should be able to pinpoint where the glitch is.

Even if you think that all your marketing emails and transactional emails are sent from Engage, they may not be. You may have one or more backend systems sending communication such as password recovery emails, order related emails, or win-back campaign emails.

Maybe Jan Jansson's email address is jan.janson@company.com? Can you spot the difference?

Misspelled email addresses are not uncommon. You can easily mitigate this, make life easier for your recipients, and be best-in-class by simply making sure that you have a proper registration process (opt-in). Please look into these pointers.

If the email address you are sending to belongs to Gmail, their unique-address policy may sometimes cause issues. In short, at gmail.com, if someone's email address is annaandersson@gmail.com and an email is sent to anna.andersson@gmail.com, then annaandersson@gmail.com will receive that email.

Please take a look here regarding this matter (external link to Google).

One typical scenario when emails are sent to the wrong address in Gmail is when someone intended to sign up with something like anna.70.andersson@gmail.com but accidentally registered anna.andersson@gmail.com. If annaandersson@gmail.com is registered, then emails will be sent here instead. Hence, ensuring that you have a proper registration process is a good thing, both for you and your recipients.

Are you interested in sending your transactional communication from Engage? Do you need to look into your registration process? Please contact your Account Manager for furtherassistance.