Shopify Email Form Reading Issue On Mail IPhone - OWA Microsoft

[domeniquedg]

Hi there, i have quoted the following message as i have the same problem,
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.

Link to original question: https://community.shopify.com/c/technical-q-a/shopify-email-form-reading-issue-on-mail-iphone-owa-mi...