I’ve configured my shopify to have the sender email be our support email address. This helps us track and create tickets whenever customers need to reach out to us. This email is not our main account email for obvious reasons since it is a shared account. However, when customers hit reply to on any customer notifications, those emails go to the main account email and not to the sender email. Shopify does this and it makes no sense. When messages go to the main email account, that is my email and I do not always read them as if they are coming just to me and not to the support team.
I cannot change the main email account to the support team because that gives all important info to the entire team and I do not want to pay for an app just to handle these inquiries.
Seems like an easy and logical fix for Shopify. If you are showing the sender email to be my support teams email, then replies should go to that address and not to a different one. Please let me know if this can be fixed! Thanks.
I don’t think this will change any time soon. Far too many big companies use info@yourdomain.com to be the sender, while the reply-to email is support@yourdomain.com
If you truly want it to be the same, you should to set it up as the same.
The real fix is for Shopify to change the entire architecture. It was probably built around the principal assumption that most stores’ account email is the reply destination, which is true for most merchants. And I doubt the amount of people who would need this change to accommodate a configurable reply-to email, like the sender email, is enough to warrant such change.
The reply-to address on Shopify notification emails is controlled by your Sender email in Settings > Notifications. Whatever email you have set there is where customer replies land — it doesn’t matter what your store contact email is under Settings > Store details, those are separate.
Go check Settings > Notifications and make sure the sender email matches where you actually want replies going. If you recently changed it, double-check that you confirmed the verification email Shopify sends.
The problem is that the main account is the one that handles all business related info such as billing, capital, etc. IMO that should be a more privileged account and should not be the reply to email for all our customer related issues. I hear you though, doubt they would change this but also don’t understand the logic behind it (at least in my case).
I appreciate the time you took to answer and look into this. My sender email is my support email and is where I want all my emails going. My main account email is my own email and it is not listed anywhere, but I still get emails when customers hit the reply button to notifications that we send out. I looked into it and asked Shopify and they said that is how the system works. Your emails look like they are coming from your support email but they actually end up routing to your main email. Let me know if it’s different for you!
There is a workaround that doesn’t require an app or changing your account email. You can customize the notification email templates to include a explicit instruction or a mailto link pointing to your support address. Go to Settings > Notifications, then click on any customer-facing notification template (like Order confirmation). In the email body, near the top, add something like:
<p>Need help? Reply directly to <a href="mailto:support@yourdomain.com">support@yourdomain.com</a></p>
Replace support@yourdomain.com with your actual support email. This won’t change the reply-to header, but it gives customers a visible, clickable link to the correct address. Most customers will use that link instead of hitting reply.
The other option, which is more involved but actually solves the root cause: set up email forwarding on your main account email. If your account owner email is something like you@yourdomain.com, create a filter or forwarding rule in your email provider that automatically forwards any messages from customers (or with certain subject lines matching Shopify notification subjects like “Re: Order” or “Re: Shipping”) to your support email. In Gmail for example, go to Settings > Filters and Blocked Addresses > Create a new filter, set the subject to match your store name, and forward those to your support address. That way replies still land in the right inbox without changing your Shopify account email or exposing billing info to the team.
Neither of these is the “real” fix, which would be Shopify letting you set reply-to independently. But the forwarding rule approach is the closest you’ll get without paying for an app.