Problems when sending email to some users. email marked as spam and IP blacklisted.

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Tourist
12 0 2

Hi there,

I'm having a few problems in with emails, some email providers here in Italy can't receive my order confirmation mails.

I get messages like:


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

 

 host smtp.aliceposta.it[82.57.200.133] said:
    550 mail not accepted from blacklisted IP address [35.184.254.92] (in reply
    to MAIL FROM command)

i've looked up that IP and is a GOOGLE-CLOUD IP being blacklisted from a service called spam.dnsbl.sorbs.net..
Is anyone having similar problems? Any ideas on how to solve it?

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Shopify Staff
Shopify Staff
718 44 120

Hi, @francesco4 


Elle here from Shopify. 

 

This error is typically related to the SPF record missing from the primary custom domain name set up in your shop. The SPF record allows email hosts to see that we have the authorization to send email on your behalf and if it's missing the email will bounce with the error mentioned above.

 

Your SPF record should look like the following as per our documentation here

v=spf1 include:spf.protection.outlook.com include:shops.shopify.com ~all

You domain provider should be able to assist you with the setup SPF record and the emails should then be accepted by the email host providers.

 

If after you have set up the SPF record for your domain name you are still experiencing issues with customers receiving their notification emails, please let me know and I will reach out to you directly to continue to help troubleshooting.


Cheers, 
Elle

 

 

Elle | Social Care @ Shopify 
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Tourist
12 0 2

Hi Elle, thanks for your answer, my spf record lacked the "include:shops.shopify.com" part.

I'll keep you updated here about that fix.

 

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Shopify Staff
Shopify Staff
718 44 120

Hey, @francesco4 


Thanks for the update!

 

Hopefully this resolves the issue moving forward but please do keep me updated. 

 

Hope you have a great week!

 

Cheers,
Elle



Elle | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

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New Member
2 0 0

Hi - I want to do email marketing via 3rd party. They are asking for the SMTP details in order to show the Domain name of my store. Please help

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Tourist
15 0 0

Hi Elle,

 

I still have the same issue. Can you help please?


 

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Shopify Staff
Shopify Staff
718 44 120

Hi, @Leeha  and @freecultr 

 

Can you let me know what apps you are using for email marketing and who your domain hosts are? 

Thanks!

Elle | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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