In the settings, we have set Jive to send those emails on behalf of the commenter, creator, etc. This is pretty standard.
Not standard, unless how we're doing it is different from the norm (or I'm not understanding what you wrote properly.
a recipient has 2 addresses--the Xfactor@mattel.com address and their actual address.
This we do so. But in our case, it's email@example.com. When email is accidentally sent here (via Outlook autocomplete, etc.) it bounces to the sender - not into a shared email box.
Hmm...im still confused. I've been digging into the email settings and it doesn't get any clearer.
We have a sending address: Xfactor@mattel.com
We have a bounce email address: firstname.lastname@example.org
The incoming address was set to: email@example.com
but I changed it to firstname.lastname@example.org
Do you think that will fix it?