Only Receiving Some Emails

[AnnaF27]

We send out emails from our company's main email address and also send emails from our sales team's email addresses (change the "From address" and "Reply-to address" when creating email). We have a client that only receives the emails from our main email address and not any from the sales team email addresses. We've double checked to ensure they are on the correct lists and the email doesn't show as bounced. We also had the client check their Spam and Junk folders. Thoughts on how to correct this?

[Caitlin_M]

Hi @AnnaF27. We find that role addresses such as sales@ typically have a higher chance of not being delivered to your contacts. 

For these contacts, I would recommend asking them to add the sales@ address to their address book or safelist the address so there is more of a chance of them receiving the email.

For additional assistance, please contact our Delivery team.

[AnnaF27]

The email address is a specific @yahoo.com address. No "sales@" as suggested. The email address is attached to several lists; they will be received if from mstate@m-state.com but won't be received if from a.frederick@m-state.com. 

[Caitlin_M]

Hi @AnnaF27. I apologize for the assumption. I looked at your recent email and saw a sales address being used. Did the contact(s) attempt to safelist the a.frederick address? 

[AnnaF27]

The user is not receiving any of the emails from a.frederickson or b.johnson or k.kowal@m-state.com. The only emails they receive from our company are coming from mstate@m-state.com

[Nick_S · Accepted solution]

Thank you for the additional information. I think this would be difficult to troubleshoot through the Community, so I do recommend speaking with our Delivery team. I can also submit a case to that team on your behalf so they can follow up with you.