Why are customer emails to my managed domain bouncing back?

[partners_vfs]

We have a domain that is "Managed by Shopify", domain.com. We've set it up on Shopify that whenever someone sends an email to support@domain.com it will be forwarded to support@domain.zendesk.com.

It's been working fine for the longest time, however, I believe, due to the recent email from Shopify regarding DMARCs, our customers started to receive undeliverable messages whenever they responded to our messages.

Subject: Delivery Status Notification (Failure)

Body:

Message may contain a virus

Your message wasn't delivered to support@domain.com because it may contain a virus. Learn how to check for and prevent viruses.

The response from the remote server was:
550 5.7.1 Message contains spam or virus. (110) [1706229214-624269]

I'm looking for any advice as to how to fix this.

Thanks,

Patrick

[anansewill]

We are getting the same error. The first email comes through fine. We reply back to them. When they try to reply again they get an error message consistently. This happens wether or not they came through the contact form initially. IF they send an email through the contact form or directly to our email address, the first one comes through fine but then any other replies are blocked. Same error message you are getting.

[Shay]

Hey folks! This type of issue can be caused by a variety of different things. There is a chance that your IP being used to send those emails is on a block list or their could be keywords or triggers in the email content flagging the spam filters built into the email host. 

I recommend connecting with our authenticated support team so that they can escalate this to our technical support for further assistance. Please reach out via our Help Center to make this request. 

Feel free to use this reply once you are connected with a live agent:

I am experiencing an issue where I am not receiving emails from customers and they are getting an "Undelivered Mail Returned to Sender" back when they try to email me. I was directed here from the community forums so that this could be escalated to the technical team for further support. 

[partners_vfs]

I have been back and forth with Shopify and Zendesk and NO ONE can't seem to provide a resolution. So after days of researching and checking with other people, I found out this was the solution and it fixed my issue.

If you talk to Shopify, they will tell you to contact Zendesk! If you contact Zendesk, they will tell you to contact Shopify. So Shopify Support is OF NO HELP!!!! Wasted days of chatting with them!

[partners_vfs]

Hello!

Just sharing how I fixed it. I had to buy a Google Workspace so that the email provided by Shopify is an actual active email.

Thanks,

Patrick

[anansewill]

I narrowed the issue down. Shopify email server's spam filter is blocking any emails that mention my domain name. So if your domain name is mydomain.com and someone sends an email to mydomain.com and the body of the email contains mydomain.com (usually happens after we have replied once), shopify blocks the email as spam. This is completely stupid considering the domain is being hosted by shopify. They might be buying a blocklist from some random service provider. It's a shame shopify support couldn't help with this or figure it out and I had to spend four hours with trial and error. I also ended up doing the same thing - paying for Google Workspace - another additional expense.

[partners_vfs]

100%.

[Elias]

Hey, @partners_vfs.

Thank you for reaching out and bringing this to our attention.

Due to recent changes with Google and Yahoo, you will need authenticate your domain in order to resolve this issue. From there, you can see our step-by-step guide on adding the DMARC to your domain. However, if you require further assistance with setting up the DMARC for your Shopify-managed domain, then we'd be happy to assist you through live chats. Simply visit the Shopify Help Center and login to your account to create a support request. 

If you have any other questions on this topic, then don't hesitate to let us know.

[anansewill]

Note what I wrote. Its the domain being written in the email. THis has
nothing to do with dmarc. It's spam filtering based on the content of
the email. Not the header. This is so frustrating.

[partners_vfs]

Yeah! Guess who told me it was caused by DMARC? Shopify Support! Then I decided to initiate another live chat and was told a different thing. Whenever my team encounters an issue [especially technical in nature], we already know it's going to be a battle to get the support/solutions we need. In general, their support really sucks!

[anansewill]

Yes, they tried to get me to erase all my DNS settings and said
resetting the dns would fix it. That would have wiped all our cname
records and broken a lot on the site. They really have to do better
for the amount we are paying.