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Shipping emails are not being sent to (or received by) Duoplane Answered

Miranda

When sending a forwarded email containing shipping information (e.g. UPS tracking confirmation), Duoplane isn't receiving the email and making the update to the order.

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  • Comment author
    Miranda
    • Official comment

    There is likely a spam policy set within your organization that doesn't allow the forwarding of emails. You may see an error message from “Diagnostic information for administrators” that looks like this:

    550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance. AS(7555)

    You may be using Microsoft 365 as your email provider, which has a policy set up by default on outbound emails which doesn't allow automatic external forwarding. That policy is rejecting the forwarded message before it even gets sent.

    Here is a forum post with more information, and another post from a Microsoft help doc here. We recommend having someone on your IT team review the documentation and make some changes to the settings which will allow the sending of forwarded emails. 

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