Shopify email form reading issue on Mail iPhone - OWA Microsoft

ajweb35000
Explorer
43 3 8

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 problemExample of problem

"La seule façon de commencer est d’arrêter de parler et de commencer à faire"
Replies 10 (10)

ajweb35000
Explorer
43 3 8

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 🙏

"La seule façon de commencer est d’arrêter de parler et de commencer à faire"
richak
Shopify Partner
4 0 0

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
Explorer
43 3 8

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?

"La seule façon de commencer est d’arrêter de parler et de commencer à faire"
richak
Shopify Partner
4 0 0

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

ajweb35000
Explorer
43 3 8

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.

"La seule façon de commencer est d’arrêter de parler et de commencer à faire"
richak
Shopify Partner
4 0 0

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
Explorer
43 3 8

Good morning Richak,

 

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

"La seule façon de commencer est d’arrêter de parler et de commencer à faire"
Chicago1
Visitor
1 0 0

Was this resolved? I have the same issue !

mac23
Visitor
1 0 0

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

ajweb35000
Explorer
43 3 8

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 🙂

"La seule façon de commencer est d’arrêter de parler et de commencer à faire"