I am coming to you because we are encountering a relatively specific technical problem,
Indeed, when a customer submits a form from our website (Shopify form), we receive it on our professional email address (Outlook Exchange OWA).
When we reply to this email and our client uses “Mail” app on iPhone, the email we replied to him is unreadable and overlapped in the characters, which is not professional or pleasant for our clients.
When we send an email directly to our client it works.
We first contacted Microsoft, thinking of a problem related to messaging, despite researching for 3 weeks and reaching technical level 3 from microsoft engineers, the result is that there is no problem in the sending the e-mail and that it complies with the standards to be read by e-mail software.
We also did different tests with microsoft, with email signature, without signature, with table without table and the problem is still there.
We therefore contacted Apple and their technical support (because it is a reading problem that only occurs on iPhones and the “Mail” application), again after extensive research the “Mail” application is not the software in question.
The only link between the 2 being the Shopify form which formats the e-mail in a special way so we come to you, have you had or already noticed this problem? Did you solve it?
It seems that the problem comes from the formatting of Shopify’s internal form and that it is misinterpreted by the Mail application on iPhone.
Attached is an example of what this produces, blurring is normal and is for privacy reasons.
One of our sites is getting this same issue. Also working with Microsoft 365 Outlook. It seems like there are divs being inserted between text and are either stretching or shrinking the line height via a set height in the div. Doesn’t happen on all email clients. Have you been able to resolve this?
Hello, Indeed this is what seems closest to the problem, unfortunately each of the contacts made passes the buck (Shopify / Microsoft), what is your domain name provider?
Thank you for this clarification, we do not have the same registrar, so we can also exclude the problem on this side.
What is curious is that the problem only happens when we answer a client email sent from the form but answered with Outlook OWA, this does not happen when responding from Outlook installed locally or from another messaging.
Gotcha, I just asked the client yesterday to try the desktop version of outlook versus the web app. We’ll see how it goes. I think we can trace it down to there being some sort of code conflict between the raw html sent from the shopify form email and outlook
Unfortunately none, everyone passes the buck (Shopify, Microsoft, Apple) without knowing who the problem is even if Shopify formatting seems to be the reason.
Hello. Have you found any solutions for this? Does it only happen with the Outlook web app? Have you tried using the Outlook app installed on Windows or on a Mac? - And has Shopify responded?
Thank you
Hi! The way to solve this issue is to download the Microsoft Outlook app instead of using the web version. I did many tests, and when you respond using the Outlook app it works 100% of the times. - The issue only occurs with the web version.
Hi! The way to solve this issue is to download the Microsoft Outlook app instead of using the web version. I did many tests, and when you respond using the Outlook app it works 100% of the times. - The issue only occurs with the web version.
