How to fix 'email may contain a virus' error in Zendesk?

[chriscena23]

My customers keep getting a message saying their email may contain a virus. We are using a shopify email and forwarding to zendesk. How can we fix this error? Customers think we are frauding them when they receive this. 

  

[Moira]

Hey @chriscena23,

To get a better understanding of your issue could you please answer the following questions:

• How are your customers receiving the "Message may contain a virus" email when they are not being delivered (As shown in the "Delivery Status Notification:Failure" screenshot? 
• Do you use Zendesk to reply to customer emails from your custom domain? 

Ensure that your Shopify email and email forwarding to Zendesk are properly configured. Check for any misconfigurations or issues with SPF, DKIM, or DMARC records. Incorrect email setups might increase the likelihood of triggering false virus alerts.

• To help ensure that email messages are forwarded successfully, add a Sender Policy Framework (SPF) record to your Shopify-managed domain.

Look forward to hearing from you!

[dchiusa]

Has anyone solved this case? I am experiencing this now (January 23, 2025)