@comcast.net email addresses bouncing from Shopify Mail campaigns.

hbenik
Tourist
27 0 2

Last week a couple of our email campaigns failed because all addresses @comcast.net bounced back. We have DMARC and DKIM records, and the campaign passed a spam check. Is anyone else having this issues?

Replies 12 (12)

Jani17
Shopify Partner
8 0 1

YES  Shopify support just told ME to report it to Comcast !?!?       Then he hung up on me when I told him this is an  issue between Shop and Comcast....

hbenik
Tourist
27 0 2

Shopify Plus support escalated the issue to their tech team. They confirmed it is a Comcast side issue, but they're working to resolve it (if possible). I have an actual ticket number and will add updates here. The issue resulted in our domain being blacklisted by Barracuda, so this is no joke. Just filter out any Comcast addresses from your mailings in the meantime.

Jani17
Shopify Partner
8 0 1

March 20 and this has still not been resolved, nor can I get Shopify to give me a real update or ETA.  

hbenik
Tourist
27 0 2
Same. I have a ticket number and asked for a follow-up. Still waiting.
Woolfloss
New Member
5 0 0

We are having this issue too.  Shopify is saying it's Google's issue as our email we are sending from is hosted in Google Workspace.  Do you  all use Google Workspace as well?  In the meantime we are filtering out comcast emails and are hoping that will work.

hbenik
Tourist
27 0 2

No, we do not use Google Workspace.  Sorry. I will be sure to update this thread if I ever hear anything back from Shopify. Thanks.

Jani17
Shopify Partner
8 0 1
We don't use Google Workspace either. Just a mailing list of imported and
manually created Customers inside Shopify. I am now sending to groups
broken out by domain: Comcast usually delivers 15 out of 200, the rest
bounce. Gmail, MSN and all the others go through without any problems at
all.

I sometimes RE-SEND to the Bounces from the Comcast group and another 15-20
will be delivered.
Woolfloss
New Member
5 0 0

Thank you both for this.  We appreciate the help.  We just sent an email without Comcast customers and it succeeded.  This makes it seem like it's a shopify issue.  We will be sure to let shopify know about this thread.  Appreciate it.

 

hbenik
Tourist
27 0 2

I heard back from Shopify today, stating the block at comcast has been removed. I asked for further details and the response said there was no further information.  I ran a spam test on an upcoming campaign to find we've been blacklisted by Barracuda again. We have not sent a failed campaign since 3/1, so I do not know why we were relisted. 

Jani17
Shopify Partner
8 0 1

I'm talking to Comcast as we speak for the 4th time in 3 days.   Shopify says they will NOT talk to Comcast and I need to resolve this with them.  They say i need to ask Comcast to whitelist "mailer.shopify.com" and I can't seem to get Comcast support to understand or agree to this.  Meanwhile Shopify says they are not the problem.   Also I found that my email appears on the Shopify Bounce list but I am getting emails now...  So I'm not even sure that the Delivered/Bounced stats are accurate.   They also say that if an email bounces, it will not be re-sent.  I asked Shop to UN=bounce all my Comcast customers and they refused.  If I get the issue resolved with Comcast and my customers are still on Shopify bounce list, supposedly they will STILL not be sent messages.    So frustrating.

  

Woolfloss
New Member
5 0 0

Can I ask, how do you run a spam test on an upcoming campaign?  This is what I am concerned with so I don't want to even try to add back comcast customers for fear that the emails will fail.  Thank you so much!

hbenik
Tourist
27 0 2
Sure! There are many different services, but I’ve been using mailgenius.com.