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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email sent blocked due...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Email sent blocked due to 'Duplicate recipient address' but there are no duplicates

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Posted on by ADew 5

Hi all,

We sent an email as part of a customer journey that included a static segment. The customer journey is still live and email addresses that were in that segment were blocked, showing under 'Duplicate recipient address' as the reason. We checked and we have no duplicates in terms of contact records that have those email addresses.

The same email addresses were part of a different segment and a different customer journey two weeks ago and that customer journey was still LIVE when this second one was set to LIVE - is that the reason? I cannot find any explanation so would love some help.

Can the same email address be part of two customer journeys that overlap? Or does the duplication issue mean that because they were sent the email as part of the customer journey 1 and it was successful, they are blocked from receiving an email via Customer Journey 2 because those email addresses were used already?

Thanks

I have the same question (0)
  • Suggested answer
    mneumayer Profile Picture
    mneumayer 641 on at

    Hi,

    first of all as stated in the officla MS documentation there is a possibility (i think for Outbound Marketing) to "Bypass email deduplication".

    By default, Dynamics 365 Marketing deduplicates outgoing outbound marketing email messages to ensure that each message is sent just once to each unique email address. Duplication detection is accomplished by storing a key value that includes a contact's email address, coupled with information about the customer journey and the email tile. This means that if more than one contact record in the target segment has the same email address, only one of those contacts will receive the message.

    Duplicate email addresses usually indicates that the same person is represented by two different records in your database (for example, because they registered at different times using two different first-name variants, such as "Bob" and "Robert"), so this is the desired behavior. However, some organizations need to send separate copies of the same email messages to multiple contacts that happen to use the same email address. In this case, personalized content, such as account details, would probably be different for each recipient. If your organization requires this, set Bypass email deduplication to Yes. Set it to No to revert to the standard deduplication behavior.

    pastedimage1683896193187v1.png

    If the contact is in different Journeys and segments and receives the same marketing e-mail record twice, I guess one is being blocked by the System. So I think without enabling "Bypass email deduplication" it is not possible that the same email address can be part of two overlapping journeys (e.g. same marketing e-mail that will be send out).

    Best regards,

    Mario

  • ADew Profile Picture
    ADew 5 on at

    Hi Mario

    Thanks for your response.

    Just to clarify:

    - we have each contact with one email address only, so no duplication.

    - the email itself is different so we are not sending the same email vis two different journeys

    Hence I don't understand why the latest one (Journey 2) blocked all those email addresses, that were part of a different email campaign (Journey 1) and were sent successfully then.

    Thanks

  • mneumayer Profile Picture
    mneumayer 641 on at

    Mhh strange indeed. So you got two customer journeys with two different marketing email records in it?

  • ADew Profile Picture
    ADew 5 on at

    Yes, exactly - the marketing campaign/copy is different, but a lot of contacts in both segments that are used in those journeys are the same so I don't understand why they are being blocked..?

  • Magnus Jerkebo Profile Picture
    Magnus Jerkebo 25 on at

    Hi, thank you for bringing up this issue. I just experienced the exact same thing with a customer. 

    The difference here is that it is a Subscription List used and not a segment. And one (1) out of 800 received the email according to insights.  

    Does anyone know if "System Settings / Email" affects the Marketing App at all? 
    (See "Allow messages with unresolved email recipients to be sent" set to "No")




  • Suggested answer
    Community member Profile Picture
    Community member 2 on at
    Hi there we had the exact same issue. The problem was the 'from' field in our marketing email template. Instead of being 'contact email' someone had put in their personal email address and so they received it 4,000 times after we turned off the duplicate setting. So suggest you check that.

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