anyone else miss this note ref the change (which seems to have been implemented last night for us despite announcement being 31/1/26)
for us = MAJOR ISSUE we can only use one address for outgoing emails and thus cannot now distinguish between flow emails and other external emails to customers.
the issue additionally is our customer service platform is suspending the new address emails because that also uses same address (as it should) - whilst the old [email removed] emails were dealt with seamlessly - why does Shopify do this to us and how can we alter? Have raised with support but flagging in case anyone has a workaround
Yes this is a major issue for us as well. Our from address meets all specifications and has auth to send email from our domain, however - the address is our customer service department. Now they (our CS department) doesn’t see alerts because their ticket system will not place emails “from” themeselves into their inbox. This is a crazy disruption with the flows system, how does Shopify make these changes without partnering with their customers?
We also noticed this change. While not a dealbreaker for us, we’re curious as to what allows Shopify Flow to be able to send emails as ‘us’, using our store’s contact address as the email sender.
I’m aware of one specific issue here, which is that customer support platforms like Zendesk, which are used to manage some addresses like support@yourcompanyname.com do not like it when you both send and receive from that address as it creates a loop. As an alternative, you can directly connect to their API via Flow’s Send HTTP request action. This option gives you more control over how it is logged in Zendesk/Gorgias/etc.
I am so sorry you are dealing with this because it is incredibly frustrating when a technical change breaks a workflow that has been running smoothly for years. Shopify pushed this update to meet the stricter email security requirements from providers like Gmail and Yahoo, but the lack of flexibility is causing a huge headache for stores with complex support setups.
One common workaround is to set up a dedicated subdomain for your automated Shopify emails such as notifications.yourdomain.com. By using a subdomain, you can keep your primary email address strictly for your customer service platform while still satisfying the authentication rules for your marketing flows and order updates.
Another thing to check is whether your customer service software allows you to whitelist Shopify as an authorized sender within their own internal settings. This might stop the platform from suspending the incoming messages even if the sender address looks identical to your own. It is definitely an extra hurdle to jump through, but separating the sending domains is usually the most stable long term fix. Hope this helps.