Shopify email form reading issue on Mail iPhone - OWA Microsoft

[ajweb35000]

Hi there,
I hope you're doing well ?

I am coming to you because we are encountering a relatively specific technical problem,

Indeed, when a customer submits a form from our website (Shopify form), we receive it on our professional email address (Outlook Exchange OWA).

• When we reply to this email and our client uses "Mail" app on iPhone, the email we replied to him is unreadable and overlapped in the characters, which is not professional or pleasant for our clients.

• When we send an email directly to our client it works.

We first contacted Microsoft, thinking of a problem related to messaging, despite researching for 3 weeks and reaching technical level 3 from microsoft engineers, the result is that there is no problem in the sending the e-mail and that it complies with the standards to be read by e-mail software.

We also did different tests with microsoft, with email signature, without signature, with table without table and the problem is still there.

We therefore contacted Apple and their technical support (because it is a reading problem that only occurs on iPhones and the "Mail" application), again after extensive research the "Mail" application is not the software in question.

The only link between the 2 being the Shopify form which formats the e-mail in a special way so we come to you, have you had or already noticed this problem? Did you solve it?

It seems that the problem comes from the formatting of Shopify's internal form and that it is misinterpreted by the Mail application on iPhone.

Attached is an example of what this produces, blurring is normal and is for privacy reasons.

Thanks for your help

John

Example of problem

[ajweb35000]

Hi there,

Our best wishes for this year and lots of business 😊✨

No improvement on our side, do you have any help for us?

Thanks in advance 🙏

[richak]

One of our sites is getting this same issue. Also working with Microsoft 365 Outlook. It seems like there are divs being inserted between text and are either stretching or shrinking the line height via a set height in the div. Doesn't happen on all email clients. Have you been able to resolve this?

[ajweb35000]

Hello, Indeed this is what seems closest to the problem, unfortunately each of the contacts made passes the buck (Shopify / Microsoft), what is your domain name provider?

[richak]

Domain registrar is godaddy. not sure how that would relate.

[ajweb35000]

Good morning Richak,

Thank you for this clarification, we do not have the same registrar, so we can also exclude the problem on this side.

What is curious is that the problem only happens when we answer a client email sent from the form but answered with Outlook OWA, this does not happen when responding from Outlook installed locally or from another messaging.

[richak]

Gotcha, I just asked the client yesterday to try the desktop version of outlook versus the web app. We'll see how it goes. I think we can trace it down to there being some sort of code conflict between the raw html sent from the shopify form email and outlook

[ajweb35000]

Good morning Richak,

Great ! If you manage to solve the problem I will be very happy to have your information 🙏

[Chicago1]

Was this resolved? I have the same issue !

[mac23]

Hi, I'm having the same issue. Were you able to resolve it? 

[ajweb35000]

Good morning,

Unfortunately the problem is still present, there has been no update of this format by Shopify at the moment.

If you find solutions we are interested 🙂

[domeniquedg]

Any solutions? I have the same problem!

[ajweb35000]

Good morning,

Unfortunately none, everyone passes the buck (Shopify, Microsoft, Apple) without knowing who the problem is even if Shopify formatting seems to be the reason.

Best regards,

[lidia1209]

Hello. Have you found any solutions for this? Does it only happen with the Outlook web app? Have you tried using the Outlook app installed on Windows or on a Mac? - And has Shopify responded?
Thank you

[Chicago1]

No, I cannot figure it out. And it’s continuing to happen.

[lidia1209]

Hi! The way to solve this issue is to download the Microsoft Outlook app instead of using the web version. I did many tests, and when you respond using the Outlook app it works 100% of the times. - The issue only occurs with the web version.

[TomKobylarz]

We have the SAME issue, any improvements or solutions?

[ajweb35000]

Hello,

For the moment not a new solution, same issue for our customers.

Have a good day,

[lidia1209]

Hi! The way to solve this issue is to download the Microsoft Outlook app instead of using the web version. I did many tests, and when you respond using the Outlook app it works 100% of the times. - The issue only occurs with the web version.

[ajweb35000]

Good morning,

I would say that this is an alternative and not a solution, as the problem is still present.

When we work on several different workstations, the Outlook Web solution is the simplest 🙂

Good day

[EvergrnCurated]

I am having the same issue. I've found that when I reply to the customer message from the mobile outlook app on my iPhone, the reply is formatted poorly in the apple mail app. But when i reply from the desktop outlook app on my computer, the reply is formatted perfectly fine. Which makes me think it is an outlook mobile app email formatting issue.

[EvergrnCurated]

Actually, back to thinking it's a Shopify form submission email formatting issue. I've noticed all replies on the same thread with the Shopify contact form sent from the outlook mobile app continue to be jumbled. But if I create a new email sent from the outlook mobile app and open in mobile Apple mail app on iPhone, it looks perfectly fine. So something is getting wonky with the formatting on Shopify's form submission emails. Hope they take responsibility and sort out this issue soon!

[Chicago1]

It’s definitely a Shopify issue that they refuse to address. I’ve spoken to Microsoft Outlook many times and they have confirmed this.

[EvergrnCurated]

Guess I'll be the next to report it then!

[TomKobylarz]

I don't have issues with this, but my business partner Ken does and no matter where he sends a reply from, his Mail app on his iPhone, his Mail app on his PC, his Outlook app on his phone, or the Outlook app on his PC all four ways it is the same formatting issue!

[EvergrnCurated]

Ahhh that's so frustrating. Especially since this has been brought to Shopify's attention at least since 2022!

[retrogameboyz]

 and here we are 5 days until 2025 and still nothing - this was reported in 2022 - Shopify , do better. This is a Shopify formatting problem - probably because I’m using and older theme and I need to upgraded. 

[NickFranklin]

Hello all,

I have the same issue. Customer reports the jumbled mess on their mobile device... on customer web version it often appears that each line has a huge huge blank space between. I'll try desktop app and see how it is

[LK67]

Hi 🙂

Same stuff happens with our email, happend overnight, did you manage to find a soloution ?

[ajweb35000]

Hello,

Unfortunately, there is currently no solution provided by Shopify.

Have a nice day.

[LK67]

Unbelievable, since the problems was first issued in 2022 👀

Hope there will come a soloution soon

[retrogameboyz]

Here are workarounds to ensure that the customer is getting your reply and doesn’t ignore a garbled message thinking it’s junk

if at all possible replying from the email client on a computer instead of your mobile device

or when the message is received on your mobile device client instead of replying directly to the incoming email with the formatted message I tap the email link which brings up the Mobile email client with the customers email address then I change the subject to your company name here question and then I respond that way that ensures they get a cleanly formatted response. This has been working perfectly for me

I am suspect it might have something to do with the theme though I’m not sure. I have a very old “simple” theme, which I invested a lot of time in customizing and not ready to upgrade it or change it so I use these app approaches.I am suspect it might have something to do with the theme though I’m not sure. I have a very old “simple“ theme, which I invested a lot of time in customizing and not ready to upgrade it or change it so I use these approaches.I hope these might help for you.

[LK67]

Hi

Thanks for your suggestion

My page are quite new from December 2024 and have worked as it should, until a month ago, when this problem suddenly occurred. So my problem is not due to its an “old version” but to some kind of fault within the Shopify set up. I use dawn theme n since so many people have problems and have had it since 2022, it looks like it’s a problem they can’t solve or don’t want to spend time on 🤷🏼‍♀️

[apothicc]

Did anyone ever figure out a solution for this? I started having this same issue and I have no clue on how to fix it!