Not getting the “Contact Us” messages from our website

Shopify Discussion
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We’ve had our Shopify website for about 7 years now, however now I’m not getting the “Contact Us” messages from our website.

Just to backtrack, we used to have our emails hosted by ii-Hosting by Iinet, however, they’ve decided to get out of hosting and told us to switch to MS365

On our Shopify hosted website, we have a “Contact Us” form which sends to: [email removed] which is an alias of; [email removed] They are not delivered to us at all.

Interestingly, orders received by our website are sent to us, on that same email address; orders@mycompany are received by; boss@mycompany despite; boss@mycompany not having that alias; orders@mycompany attached to my profile!

On Saturday, I found out I needed the Shopify DNS records adding to our domain, at WHOIS and we did this very quickly, then I got Shopify to verify those details for us.

No details were changed in Shopify Settings/Store Details whatsoever.

Microsoft say everything is working as it should.

I’m very eager for some help, because, as you can imagine this is quite alarming for us as we’ve had no requests since Thursday!

Kind regards, Andy

1 Like
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FURTHER UPDATE:

As I saw in a similar post, the way to get around this is to send to an email address such as iCloud, and probably gmail

I did this just now, and got my test email from the “contact us” form right away.

Of course this seems to mean our orders will also go to this eddress, which I don’t really want.

Microsoft reckon this issue isn’t with them. However, I’m not so sure. Maybe the new secure email systems don’t like mail from mailer@shopify.com addresses?

What can I do?

3

SOLVED

This issue appears to be solved!

From exactly 10pm Perth time, after I posted my update above, I swapped back to my orders@mycompany address and it didn’t appear to work. BUT I noticed there was now a Captcha facility on my “contact us” form!

Next, I put in "partner@mycompany" and tested, again I got the Captcha facility, and; Voila!! I received the “contact us” email!

However, I didn’t really want my partners “name” there.

So next I had the bright idea of creating a “shared mailbox” called; “reception@mycompany”

I re-tested, but the test didn’t arrive, however, at the same time, I got notification of a sale, AND the customer replied to their automatic, “order accepted” email, in that shared Inbox!

So, MAYBE, it will only be accepted by the actual licenced account Inboxes, and not the “alias” or “shared” Inboxes?

Therefore, I put in "partner@mycompany" and re-tested, again I received the “contact us” email, so I decided to leave it like that.

Using the MS 365 message trace, I could see that from precisely 10pm Perth time, emails from mailer@shopify.com began to show up.

My conclusions are:

Either Microsoft AI has learned these emails from mailer@shopify.com are not spam/phishing etc.

Or Shopify has applied a fix.

All this has been a HUGE headache for me. Microsoft people have not been much help, however, If you can understand all the tech gobbledygook on their website, there are lots of very smart tools in there to help, and maybe I’m being too generous to them by suggesting, maybe their system learns as your emails come in and how you work?

Surely It can’t be this post that fixed it?

Thanks for your time and if AI did learn and fix it?

Andy prop: vacuumdoctor.com.au