Why is legitimate email ending up in my Junk folder?
As part of our ongoing efforts to limit the amount of spam that our customers receive part of our checks include the industry standard method of verifying emails against the SPF record for their domain.
An SPF record is a special string of text which is set to authorise which servers on the internet are allowed to send mail from your domain, this allows the flexibility for email providers to implement any solution they choose whilst also being able to prevent spammers sending mail pretending to be one of their users.
When an email enters our systems our mail servers look for an SPF record for the sending domain (the bit after the @ in the address) and compare the contents of that record to what they know about the server which sent the mail. If everything matches the mail proceeds unhindered but if there is no match then they mark the mail with a special flag that tells Outlook to put it in the Junk folder as it isn't possible to verify it has come from a reputable source.
The only solution to this happening is to contact the sender and inform them that their messages are ending up in your Junk folder and that they should check their SPF records.
It is also possible, however, that a message may simply receive a false positive because of the content. If you find a message in your junk that you are certain has come from a trusted sender then right click the message in Outlook, select the Junk menu and select 'Never Block Sender' or 'Never Block Sender's Domain' as appropriate. This will prevent Outlook from sending future messages to spam UNLESS they are failing the SPF check as it will be assumed that they are from spammers impersonating the sender.
If you are having difficulties with a particular sender who is resistant to make any changes or investigate the issue you can send us the message headers for an email that has been put in Junk and we can check why it was marked as spam and, if it is an issue with the SPF record, advise why it failed SPF checks.
In order to view message headers in Outlook open a message so that it appears in a separate window and on the ribbon you should see a small symbol at the very bottom right of the Tags section. Click on this and a window titled 'Properties' should appear. At the bottom of this window is a box labelled 'Internet headers', select everything in this box and copy and paste into an email to our helpdesk.
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