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It sounds like their mail file design is inconsistent
The usual cause of odd messages coming up when using mail, is that the mail file design has either been customized in some way that causes the errors, or else it contains a mixture of design elements from different versions of the template.
First, replace design of the mail file with the template they are supposed to be using.
Use the menu option to update folder designs.
If these don't solve the problem, you have to look at whether there are design elements in the mail file that are protected from design refresh, such as perhaps a customized memo form that refers to an earlier version of a script library.
Feedback response number AGUD8PLHCG created by ~Julia Prefootherlen on 12/16/2011