Question:

Issue using reply mail management (MC) and email to case (SC)

Nova: 5 days ago

We use both RMM (MC) and email2case (SC), only we experience an issue.

When somebody replies on an email that is sent from Marketing Cloud. Their reply is forwarded with RMM to the address support@example.com. This triggers the email to case, a case is created.

The only problem is, the email address of the contact on the case is re-written from jake@test.com to jakeattest.com@reply.example.com. Therefore, a new contact is created, instead of connecting it to the existing contact with the email address jake@test.com.

Does anybody have a solution to this?

As far as I understand, disabling DMARC forward reply re-write will give issues with forwarding the emails at all. https://help.salesforce.com/articleView?id=mc_es_dmarc_fwd_reply_rewrite.htm&type=5

Answer:
Elizabeth: 5 days ago

You'll need to contact Marketing Cloud Support. They are able to make the necessary back-end RMM settings changes that will stop the email address from appearing in this way.