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So we have many issues with the sub-domain that we are using with the marketing cloud. One of them is: If we want to reply to the emails from Outlook, we get an error message that says:

Undelivarable and the content is: reply-fecc157376670c7c-2139_HTML-104564539-100025066-1 wasn't found at hello.ourSubdomain.com.

Also every time a client replies to one of our emails, @hello.ourSubdomain.com is getting appended at the end of their actual email address. We did whitelist our IP address and this was resolved for 2 days. But later, we started getting the same errors.

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Have you set the MX entries for Marketing Cloud servers?

I think you need to use the localpart "reply" of your subdomain. So in your Reply Mail Management you need to set the domain like: reply.hello.ourSubdomain.com

https://help.salesforce.com/articleView?id=mc_es_dns_record_maintenance.htm&type=5

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  • yes i have already did that
    – Ben M.
    Commented Aug 20, 2019 at 15:32
  • Can you post the settings of your sender profile and RMM?
    – Leto
    Commented Aug 20, 2019 at 16:09
  • Here is a note in the RMM: *Note: You must complete DNS Record redirect to the Marketing Cloud before Reply Mail Management can be activated.
    – Ben M.
    Commented Aug 20, 2019 at 16:49
  • Our email reply address is: [email protected]
    – Ben M.
    Commented Aug 20, 2019 at 16:50
  • Ben, this is your reply subdomain? Do you have SAP or is this a private domain? This hello.oursubdomain.com is used only for RMM? This note means you need to redirect your DNS to Marketing Cloud. After you contact you ISP and they make the changes you check this option as Yes
    – Leto
    Commented Aug 20, 2019 at 17:43

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