Issue with sender address of emails from my Shopify store

Issue with sender address of emails from my Shopify store

Vatra
Tourist
5 0 1

 

Message: Hello Community,

I'm facing a challenge with the sender address of emails generated by my e-commerce platform and am seeking guidance.

Brief Summary of the Issue:

  • My store is set up to send emails from a specific business email address.
  • Recently, customers have been receiving emails from a different, platform-generated address.
  • This issue arose without any changes being made on my part.

Steps Taken:

  • Verified that the platform’s email settings are correctly configured with my business email.
  • Checked DNS settings including SPF and DMARC records.
  • Contacted domain hosting support who confirmed that DNS settings are correct but offered no definitive solution to the issue.

Seeking Advice: I’m looking for insights or suggestions on what might be causing this change in the sender address. Are there general settings or adjustments within e-commerce platforms that could be reviewed or altered to address this issue?

Appreciate any help or guidance from the community. Thank you for your time.

Replies 4 (4)

ebutton
Visitor
2 0 0

I'm having the same problem and would love to find a solution!

Victoria
Shopify Staff
2266 154 260

Hi, @ebutton.

 

Welcome to the Shopify Community, and thanks for sharing your question.

 

I understand you're experiencing issues with your sender email address? To confirm, customers are receiving emails from a different email address? Are you able to provide a bit more context? 

Victoria | Shopify 
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ebutton
Visitor
2 0 0
Hi Victoria,
Thanks for responding. Yes, it seems like when we send email updates, our
subscribers receive their emails from this address:
store+81097425179@g.shopifyemail.com
We had a customer reach out and tell us this as well as saying our email
was sent to his junk folder.
I had set and confirmed the sender email to be ebutton@zoaeng.com in the
settings.
Thanks for any help you can provide.
Eric
Victoria
Shopify Staff
2266 154 260

Thanks for following up!

 

Based on the email address you shared, this may appear if your email domain hasn’t been authenticated. As a result, recipients will see your email as store+81097425179@g.shopifyemail.com. 

 

To resolve this issue, you'll need to authenticate your domain and ensure your domain has a DMARC record. You can follow these steps by going to your Settings > Notifications section. In the Sender email box, there may be a yellow banner indicating the following: Domain authentication has failed. Review your DNS configuration and try again.

Victoria | 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