Hello Thorleik,
I would suggest contacting your hosting provider to check whether they have any restrictions about this, they may have some error displayed in the logs for the mail server.
If you can tell me how many letters the name has, I can also test whether this occurs regardless of where a website is hosted.
Thank you.

Hi Eric

Thanks for your quick comment. For information: The customer can send normal emails to me, so I suppose my mail hosting provider is "innocent". 

The customers [name] has 14 letters (in only one word and only letters, no numbers, punktuations or other unusual types or "special danish letters").

Sincerely

Thorleik

Hello,
by short, did you only mean the domain of the address then, @c.dk ?
There are no other customers with this same e-mail provider?

@Thorleik

It seem that you are hosted at one.com. They now require that your sender-mail is the same as the domain-name. c.dk seem to be only used for mail - used by YouSee.

You should use a one.com mail address. You could eventually set that address to forward mails to your c.dk mail.

Sorry - I misunderstood. It is not you that uses the ***?

Have you tried to send that customer mails in another way? What happens when you use your mailaccount at one.com to send a mail to the customer?

Hi Eric and John

Thanks for your answers.

*** - address is the address of the customer.

I can communicate with the customer by normal email.

My web page and my email is hosted by one.com and they both work fine except for orders from the particular customer.

I have by one.com a "domaine-email" with the same name as the webshop-domaine for the shop orders. This email works fine except when the one particular customer gives an order. But I can communicate with the customer in normal emails.

I have no other customers with the email address ***

Sincerely

Thorleik

Hello,
if you check the Control Panel of your website, www.lørdagsklubben.dk/admin (logging in with the credentials of any user set as administrator in Step 1 - Access Management), and go to the Website Test section, when checking the E-mail log at the bottom is any error displayed with a date and time matching the orders placed by this customer?
Thank you.

Hi Eric

See attached email log, thanks

Hello Thorleik,
what script are you using for the sending of e-mails here?

Hi again

I cannot find your picture. Hope the attached file is what you ask for.

Thorleik

Hello Thorleik,
you can find it in Step 5 - Export ---> Upload to the internet ---> Parameters, in the E-mail tab.

OK ! thanks.

Please see attachment

Thorleik

Could you try switching to another script, such as Authenticated SMTP (you should be able to find the necessary parameters on your hosting control panel) and disabling the "Alternative sender" option here, and then publish again?

Thorleik

I meant: What happens when you use the web-mail account you have at one.com to send a mail to the "funny" e-mailaddress? Doing this, you will find out if it is the one.com mail system that will not send mails to such an address - or in case the mail is sent - if the problem is connected to X5.

Hi John. Thanks for your answer and idea.

But I think that the Incomedia supporter Eric C are close to having a solution now. It seems to work now, but I am still testing. When I finish tests with my customer, I hope I can thank Eric and close the case.

Sincerely

Thorleik

Dear Eric

Thanks again for your suggestions.

I have disabled the "Alternative sender" option , but not changed tha script  (yet).

And the system works now. The "difficult customer" can again give orders.

I am very satisfied with the situation.

I will mention, though, that the orders I receive now apparently come from my own email addres i.e. not from the customers email adress. That is no problem at all, though - I just thought that this information would interest you.

I suppose I need not change the script since I am satified with the result as it is now.

Thank youvery much for the support, Eric!

If you are satisfied too, I shall close the case

Thorleik

Hello Thorleik,
yes, that function is what allowed the customer's address to be displayed as the sender, rather than your address as it is by default.
With some hosting configurations this can cause issues and it may be preferrable to disable it, in your specific case it seems that it did not affect the majority of notifications, but this specific customer was instead impacted.