Hello,
Im a newbie. Our gmail account with the domain name link with Shopify is not working. We have not been receiving emails. May I kindly seek help on how to resolve this issue? Thank you!
Hey @Guavasketches ,
Welcome to the Shopify Community!
Email Forwarding
Email forwarding in its simplified form is a way to send an email to your inbox using an alternate alias that the sender has access to. Our Help Center has a guide that explains how to set it up successfully so that you can appear branded in your email and receive your customer’s questions. Can you confirm that you have added a Sender Policy Framework (SPF) record to your Shopify-managed domain?
Don’t forget that if you’re domain is managed elsewhere, you can use this guide here instead.
Forwarding means that you cannot send from hello@testdomain.com unless you’ve signed up with a 3rd party email host service. You won’t have an inbox to send emails from without that 3rd party service. Essentially with forwarding, you can only receive to that alias.
Are you using a 3rd party email host service?
Shopify doesn’t provide a full-scale email hosting service. The best options are to ensure you sign up with a service that is specialized at email hosting. We have some recommendations and links in the help center to get you on the right track there.
Without a service like that from a specialized email host, a custom hello@testdomain.com is simply an alias that customers can view as a branded email address. However, you won’t have an inbox to manage you email for these specific addresses.
When you sign up for an email host service, you’ll have an inbox that you can manage for those email addresses with the custom domain. This means that you’ll also be able to send directly from those email aliases as well.
In these cases if you’re unable to send from those aliases, you’ll want to check your DNS settings and MX records to make sure that you’ve followed the steps in ZOHO or Gsuite to connect your inbox to your domain. These steps will be available in those 3rd party service sites. You can use this small guide here to access your DNS to get access to your domain if it’s managed by Shopify.
Tip
I’m very glad that you’re taking the time to work on branding your email address. This is one small step that will be of great benefit for your business in the long run! Purchasing a custom domain is one of the seven steps in this article on building a brand from scratch. I suggest having a read to see what other areas you could work on! Have you thought about designing a logo? It’s the face of your company and could potentially be everywhere that your brand exists.
Let me know if I can clarify anything further!