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!

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

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.