When someone makes an order, I receive this email:
This is the mail system at host smtp.shopify.com.
I'm sorry to have to inform you that your message could not
be delivered to one or more recipients. It's attached below.
For further assistance, please send mail to postmaster.
If you do so, please include this problem report. You can
delete your own text from the attached returned message.
The mail system
My customer also does not receive their confirmation email. How do I fix this ?
Nick here from Shopify.
I'm wondering if you are using a third party domain for your store? The reason I ask is that it is very likely it is not set up correctly and that is the reason the notification emails are not being delivered. This is something you can check with your URL here. Adding Shopify's SPF & custom DKIM record should resolve this for you going forward. To do this, should use an email address associated with a custom domain and add a special kind of text record (TXT) to your domain called an SPF record.
v=spf1 include:shops.shopify.com ~allis the official SPF record that Shopify uses. You should add an
@as the name of their new TXT record. You can see an example in the screenshot below:
Shopify has an information guide with more information about the DKIM record which you can read here.
There are a few benefits to adding these records. Let me touch on them below:
I hope this helps and answers your question.
In this case, it more than likely means there's an issue with the SPF record, or lack thereof, on the custom domain name. The emails have to "flow" through their domain name before they get delivered to the recipient.
To get this,
v=spf1 include:shops.shopify.com ~all is the official SPF record that Shopify uses when setting it up with your domain provider. I've put a screenshot below of where this would look in your domain host or what title it is under.
Here are the ways you can access the custom DKIM record:
1.) Access the Sender email settings page in the admin. This can be done via:
2.) Click on `Authenticate`. This will only be available to eligible sender email domains.
3.) This will open a modal with the records to be input at the third-party domain provider.
For additional assistance inputting at the third-party domain provider, they should contact their provider’s support directly.
4.) Wait some time for the new domain records to propagate, which may take up to 24-48 hours but often is much faster. A banner will show that authentication is in progress:
5.) The banner will eventually show either that the domain has been successfully authenticated, or that it has failed authentication:
Something else to note is that multiple DKIM values can co-exist and won't interact. The DKIM records would be generated from your domain host after the domain has been created.