Replies going to the wrong address: setting Reply-To in webmail and Outlook

E-mail·· 77 views· 3 min read

The short answer: the Reply-To field says where replies to a message should go, when they should not go to the sender. It lets you, for example, write from your personal mailbox and get replies at sales@. But if it is set by mistake, every reply goes to the wrong address and nobody notices. You set it (and fix it) in the webmail identities and in Outlook's account settings.

When it helps

Situation Reply-To
You send from your mailbox, but the team handles requests sales@ or info@
An assistant writes on the director's behalf the assistant's mailbox
A notice to many customers, sent from a mailbox nobody reads an address someone actually reads

In webmail

1 Open Settings and then Identities.
2 Pick your identity (or create another, if you only want Reply-To on some messages).
3 Fill in or clear the Reply-To field and save. When composing, pick the right identity in the From field.

In other programs

Program Where it is
Classic Outlook File, Account Settings, pick the account, Change, More Settings: the reply e-mail field.
Thunderbird Account Settings: the Reply-to Address field.
Phones Most apps have no such field. Messages sent from the phone get replies in the mailbox itself.

Replies going where they should not?

1 Reply to a message of yours (one sent by a colleague, say) and see which address appears in To.
2 If it is not yours, look for Reply-To in the webmail identities and in every program and phone where the mailbox is set up. One of them is enough.
3 Check the mailbox forwarders in cPanel too: a forgotten forwarder also diverts mail: forwarders and aliases.
Reply-To is also a scam tool. A message can come from a supplier's real address and carry a scammer's Reply-To. Before replying with bank details or documents, check the address in the To of your reply: lookalike addresses used to fool customers.
For a whole team, a shared address is usually simpler than setting Reply-To on every mailbox: a shared address for a team.

Replies to your e-mails not reaching the right place? Open a ticket with an example.

Open a support ticket

SEE ALSO

Webmail settings worth changing: time zone, reply style, HTML and refresh

A shared address for a team: one shared mailbox, a forwarder or a mailing list

Catch-all, forwarders and aliases: the three that get confused

Lookalike addresses used to fool your customers: spotting them and what to do

Everyday e-mail habits for a business: To, Cc and Bcc, reply all, subjects and attachments

Which e-mail addresses a business should create: role addresses and personal ones

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