No email notifications from staff are received, except for test ones (custom domain based on Google)
Hi all!
I've encountered a technical problem using Shopify for over a year now, and I'm almost desperate.
I don’t receive email notifications for staff if the staff email is in the same domain as the store itself (for example, super.shop).
What can I say right away after reading other similar questions here, and to avoid obvious advice:
- Notifications are configured correctly (see the picture below).
- Email addresses are entered correctly.
- Test notifications work fine.
- Deleting and creating employees again does not help.
- There is nothing in the spam or junk folders.
- Folders with labels (promo, sales, etc.) are disabled.
- Domain authenticated successfully.
- DMARK and DKIM entries were made under the instructions of Shopify.
- An external quality check of emails from a domain, like MailTester, gives excellent results, close to 10 out of 10.
At the time, everything that comes to free gmail.com addresses reaches us perfectly! Our corporate email is also on gmail.com (paid G-Suite), but a custom domain is used (say, super.shop). And addresses like shop@super.shop receive nothing except test messages.
I contacted Shopify support, but they can't help, and they provide links to useless articles in the Support section. But I'm not an idiot; I'm an IT guy with over 20 years of experience and have gone through dozens of eCom platforms/CRMs/web engines/etc., dozens of mail servers, and millions of lines of code. I can check a couple of boxes, but the problem is clearly not here. But alas, Shopify technical support cannot help anymore.
From all this, it follows that sending notifications to a custom (or the same) domain is not carried out by the Shopify service itself. For some unknown reason.
I waited a year, trying new quarterly releases from Shopify, hoping that the problem would be noticed. But nothing helped. Therefore, I am forced to add addresses to free services in order to receive notifications about orders by email.
I thought that the problem was that I use an address like shop@super.shop both for the store itself and for the main employee of the store (he is also shop@super.shop). But changing the store settings to send emails from the noreply@super.shop address gave nothing.
Do you have any ideas on how to fix this? All this is very inconvenient, and it’s especially sad that Shopify support didn’t want to figure it out. Although I'm using a paid plan that pays for the year in advance 😞
