Customer Contact Form Email Chain Displaying Shopify Messages To Customer

Shopify Discussion
1

When a customer uses our contact form we receive an email notification from mailer@shopify.com. When we reply to this email it displays the notification we received from Shopify in the email chain to the customer. What’s the best course of action if we want the customer to only see a response from ourselves with no mention of Shopify in the email chain? Any help is much appreciated.

Thank you!

Example
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2

Hi, @Apostle_J .

Welcome to the Shopify Community, and thanks for sharing your question.

To confirm, have there been any changes made to your theme’s code?

3

Hi Victoria,

Thank you for the response. I may have added some code to the theme at some point but I really can’t remember what it was for. I’m almost certain it wasn’t anything to do with the contact form page if that helps. Is there a way I can see a log of any changes to the themes code perhaps?

Thanks again.

4

Thanks for following up and letting us know.

You can view the timestamps of if/when you edited your theme by going to your Shopify admin, Online store > Themes section and clicking the (…) three dots next to your theme. From there, click Edit Code and then select </> theme.liquid, and you should be able to select a drop-down menu underneath Recent changes. You can also follow the steps in our Help Center resource, to roll back to an older version of your theme to see if the issue persists.

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5

Hey Victoria,

Thank you for that information. I’ve just checked and can now see and remember what I did. I added some code to integrate ClearPay onto our website. Below is the code that I added. Is this something that could be causing the issue? I appreciate your help.

{% if cart.currency.iso_code == shop.currency %}

{% else %}

{% endif %}

6

Thanks for providing that context.

While I’m unable to access your account or check what specific code is causing the issue, you can try rolling your theme back to a timestamp prior to inputting the code. This will help us identify if integrating ClearPay is causing the issue. Another option is installing a free theme from the Shopify Theme store and instead of Publishing it, you can Preview it to test out the issue.

A third option is connecting with our authenticated Support through the Shopify Help Center. By securely accessing our chat portal, our authenticated team will have access to your account and be able to take a more detailed look.