Agent customer service great, technical support upon which she and I each rely needs work.
The attention I received from the agent was fine. She followed up with the appropriate teams to get a definitive answer, which is absolutely her job and she did it perfectly.
So, to be clear, it is not on her that I didn't _get_ a definitive answer. I'm happy with the result that you should not expect a forwarding rule to forward an email _back_ to the address that it came from.
But, this should be stated clearly in the documentation, both that available to the user and agents. Although it's reasonable to assume that such 'bounceback' forwarding would never be needed in practice, it is _also_ reasonable to assume that a new, non-commercial domain owner (like me) might try it as a test, and that possibility could easily be confirmed or eliminated in the support script.
Here is how the conversation should have gone:
[Agent] (Mon, 10/12/2020, 05:10:22 pm America/Santiago)
Hello. How may I help you?
Me (Mon, 10/12/2020, 05:11:05 pm)
Hey, I have set up mail forwarding for an email on my new domain, but it isn't happening ... what could I have done wrong?
[Agent] (Mon, 10/12/2020, 05:11:18 pm)
What is your domain name?
Me (Mon, 10/12/2020, 05:11:28 pm)
[my domain name]
[Agent] (Mon, 10/12/2020, 05:11:43 pm)
Let me check. Just a second.
Me (Mon, 10/12/2020, 05:11:50 pm)
Tx
[Agent] (Mon, 10/12/2020, 05:15:19 pm)
Did you create a forwarding to [some email address]?
Me (Mon, 10/12/2020, 05:15:30 pm)
Yes
*** Enter parallel dimension - everything from here is from my imagination. It didn't happen this way***
[Agent] (Mon, 10/12/2020, 05:17:38 pm)
OK, and by any chance is that also the email account from which the message that has not been forwarded was sent ?
Me (Mon, 10/12/2020, 05:18:11 pm)
Yes
[Agent] (Mon, 10/12/2020, 05:19:47 pm)
OK, according to the documentation I have from out hosting team, that will not work by design. An email cannot be automatically forwarded back to the address it came from. This is a safeguard against 'infinite loop' emails. Is there an alternate address from which you can send an email to test the forward?
Me (Mon, 10/12/2020, 05:19:54 pm)
Sure, I have a different one I can try.
[Agent] (Mon, 10/12/2020, 05:20:41 pm)
OK, please can you try that?
Me (Mon, 10/12/2020, 05:20:42 pm)
I just did and yeah, it worked fine. Thank you, [Agent]!
[Agent] (Mon, 10/12/2020, 05:21:07 pm)
No problem. Is there anything else I can help you with to day?
Me (Mon, 10/12/2020, 05:23:08 pm)
No, that was everything. Thank you very much [Agent]!
[Agent] (Mon, 10/12/2020, 05:24:29 pm)
You're so welcome! Have a great day!
