How do we know which contact will be received the Marketing Email if there are some contacts have same email address?

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Posted on by Audrey Amelia

Hi All,

I'm testing the Duplicate recipient address feature on Marketing Email.

In my scenario, we have several contacts have same email address. Let say there are 2 different contacts name with same email.

As below picture, I have contacts with name Audrey which has email address email@validdomain.com. Other contact is Amelia with same email address too.

When the customer journey run to send the email, one of those contacts (Amelia) is indicated as Duplicate recipient address.

My question is, does the system randomly pick one of those contacts? How the system knows that the email should be sent to Audrey instead of Amelia?

In some cases, we expect it should be Amelia who gets the marketing email and continue the journey, because Amelia has many orders than Audrey.

Please advise and thanks before hand.

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Audrey Amelia 65 on at

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RE: How do we know which contact will be received the Marketing Email if there are some contacts have same email address?

Hi Nya,

Thank you for your advise.

Agree with you, I think precise conditions is a best way to avoid this issue. Or add a validation to get proper email address.

Regards,

Audrey
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Nya 29,058 on at

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RE: How do we know which contact will be received the Marketing Email if there are some contacts have same email address?

Hi,

It is a random process. The determination of Duplicate recipient address is based on the order of Customer Journey processing, i.e. the one who is sent first can be sent normally and the one who is sent later is the Duplicate recipient address.

It can be found in: Analyze marketing results and gain insights (Dynamics 365 Marketing) | Microsoft Docs

So it is recommended to create your segments with more precise conditions, like what you mentioned – number of orders.