Symptom
E-mail sent to B2C channel goes to Unassociated E-mails with reason "No matching contacts were found"
Environment
SAP Cloud for Customer
Reproducing the Issue
Pre-Requisite: You have maintained the Sender E-mail address as an Individual Customer which is necessary for B2C Scenarios.
Steps:
- Go to Customer Work Center
- Go to Individual Customer view
- Click on Create '+' button
- Enter details along with the E-mail address (The Sender E-mail address)
- Click Save
Send an E-mail to a B2C E-mail channel from the E-mail address which is maintained in the Individual Customer.
You notice that the E-mail lands in unassociated E-mail with reason "No matching contacts were found".
Cause
You have set up the E-mail forwarding from the E-mail channel "xxx@abc.com" to the B2B Technical E-mail address "cod.b2b.servicerequest@myxxxxxx.mail.crm.ondemand.com" (xxx@abc.com is the Active E-mail channel in customer system and xxxxxx is the tenant ID of the system).
In B2B scenario, the sender E-mail is matched against the active Contacts in the system. If no active contact is found then the E-mail lands in Unassociated E-mail with the reason "No matching contacts were found".
Resolution
Correct the forwarding rule such that the E-mail forwarding from the E-mail channel "xxx@abc.com" is set to the B2C Technical E-mail address "cod.servicerequest@myxxxxxx.mail.crm.ondemand.com".
You may refer the below series of blog Email Response Management in C4C - Part 1 - Cloud ... - SAP Community (Part 1 , 2 and 3) which can help you understand the E-mail channel setup in C4C.
See Also
Keywords
B2C , B2B , E-mail , E-mail Channel , No matching contacts were found , unassociated E-mail. , KBA , LOD-CRM-SC-EML , Email , How To