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  • Profile Image

    Email reply-to address issue

    Asked by Amy  on September 11, 2014 at 09:20 AM

    Hi when we our client receives the email from their form it comes in as Amy Douma <noreply@jotform.com>

    When they hit reply on the email it is emailing to the noreply@jetform.com email instead of the email indicated in the form. 

    It only seems to be happening in our clients email on this form http://doctorpiano.ca/piano-moving-quote.html . They have multiple forms on the website and the rest seem to be working fine. 

    We have tested it on our end and when we hit reply to the emails they are emailing to the email address indicated in the email. 

    Do you have any suggestions on what we can do to fix this form issue? 

     

    I look forward to hearing from you.

     

    Page URL:
    http://doctorpiano.ca/piano-moving-quote.html

    email Emails JotForm style size
  • Profile Image

    Answered by Carina on September 11, 2014 at 12:09 PM

    I tested and when I hit the Reply button it added the email inserted in the submission:

    I inspected the email notification and it is properly set up:

    Do you know if your client is experiencing this situation with an email managing system, or is it on the browser?

    Let us know if we can assist you further.

  • Profile Image

    Answered by Amy  on September 11, 2014 at 12:21 PM
    It’s through outlook I believe.
    He said some receive the email and others don’t.
    Kind regards,
    Amy Douma
    e-Commerce Essentials
    P: 905-333-9637 x 224
    F: 905-333-0932
    TF: 1 888 575 5385
    W: www.ecommerceessentials.ca
    Blog: www.ecommerceessentials.ca/blog
    Facebook: www.facebook.com\ecommerceessentials
    Twitter: www.twitter.com\ecomessentials
    This electronic message contains information from e-Commerce Essentials which may be legally privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or e-mail (to the number above) immediately. Any views, opinions or advice expressed in this electronic message are not necessarily the views, opinions or advice of e-Commerce Essentials. It is the responsibility of the recipient to ensure that any attachments are virus free and e-Commerce Essentials bears no responsibility for any loss or damage arising in any way from the use thereof.
    ...
  • Profile Image

    Answered by Carina on September 11, 2014 at 01:18 PM

    "He said some receive the email and others don’t."

    Just to clarify, when the client clicks reply-to the email message is the recipient address the correct one, or is it a no-reply address? 

    I'm asking this because sending or receiving emails are two different situations, with different causes and different solutions.

    Do you think it is possible to provide us screenshots and examples of users/dates when this situation happened?

    Thank you for helping us understand better this situation.

  • Profile Image

    Answered by Amy  on September 11, 2014 at 02:01 PM
    Hi Carina,
    I think the reason people aren’t receiving emails is because they are going into the junk mail.
    The client has been doing some testing and it looks like the proper email address is going into the TO field.
    Thanks for you help.
    Kind regards,
    Amy Douma
    e-Commerce Essentials
    P: 905-333-9637 x 224
    F: 905-333-0932
    TF: 1 888 575 5385
    W: www.ecommerceessentials.ca
    Blog: www.ecommerceessentials.ca/blog
    Facebook: www.facebook.com\ecommerceessentials
    Twitter: www.twitter.com\ecomessentials
    This electronic message contains information from e-Commerce Essentials which may be legally privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or e-mail (to the number above) immediately. Any views, opinions or advice expressed in this electronic message are not necessarily the views, opinions or advice of e-Commerce Essentials. It is the responsibility of the recipient to ensure that any attachments are virus free and e-Commerce Essentials bears no responsibility for any loss or damage arising in any way from the use thereof.
    ...
  • Profile Image

    Answered by Carina on September 11, 2014 at 04:19 PM

    Thank you for the clarification. When using a noreply address it might happen that the email provider blocks the email, for taking it for spam. An option might be adding a custom sender email to the notification:

    Let us know if we can be of further assistance.

  • Profile Image

    Answered by Amy  on September 11, 2014 at 04:21 PM
    What do you mean a customer sender email?
    Kind regards,
    Amy Douma
    e-Commerce Essentials
    P: 905-333-9637 x 224
    F: 905-333-0932
    TF: 1 888 575 5385
    W: www.ecommerceessentials.ca
    Blog: www.ecommerceessentials.ca/blog
    Facebook: www.facebook.com\ecommerceessentials
    Twitter: www.twitter.com\ecomessentials
    This electronic message contains information from e-Commerce Essentials which may be legally privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or e-mail (to the number above) immediately. Any views, opinions or advice expressed in this electronic message are not necessarily the views, opinions or advice of e-Commerce Essentials. It is the responsibility of the recipient to ensure that any attachments are virus free and e-Commerce Essentials bears no responsibility for any loss or damage arising in any way from the use thereof.
    ...
  • Profile Image
    JotForm Support

    Answered by Kiran on September 11, 2014 at 05:35 PM

    You can use your own email address instead of JotForm email address by adding custom sender address. Please go through the guide on How-to-Add-a-Sender-Address-in-an-Autoresponder and follow the instructions provided.

    Hope this information helps. Please get back to us if you need further assistance in this regard. 

    Thank you!!

  • Profile Image

    Answered by Amy  on September 22, 2014 at 11:31 AM
    Hi Kiran,
    I have another question for you regarding the form.
    Our client was wondering if we can remove “Notifier” from the subject line of the form email.
    Kind regards,
    Amy Douma

    e-Commerce Essentials
    P: 905-333-9637 x 223
    F: 905-333-0932
    TF: 1 888 575 5385
    W: www.ecommerceessentials.ca
    Blog: www.ecommerceessentials.ca/blog
    Facebook: www.facebook.com\ecommerceessentials
    Twitter: www.twitter.com\ecomessentials
    This electronic message contains information from e-Commerce Essentials which may be legally privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or e-mail (to the number above) immediately. Any views, opinions or advice expressed in this electronic message are not necessarily the views, opinions or advice of e-Commerce Essentials. It is the responsibility of the recipient to ensure that any attachments are virus free and e-Commerce Essentials bears no responsibility for any loss or damage arising in any way from the use thereof.
    ...
  • Profile Image
    JotForm Support

    Answered by Kiran on September 22, 2014 at 01:24 PM

    Hello Amy,

    I've moved your question to a new thread http://www.jotform.com/answers/432595 and shall be addressed here.

    Thank you!