There is a problem with my inbox. Messages sent by customers seem to be automatically deleted by inbox and I cannot receive them. I contacted official customer service but they didn’t help me solve the problem.
Topic summary
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Issue: Merchant reports Shopify Inbox is not receiving customer messages; they seem to be automatically removed. A screenshot shows a loading error, and contacting official support did not resolve the problem.
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Possible cause: Another participant speculates messages might be auto-flagged as spam (e.g., mass outreach from freelancers), but this is explicitly presented as a guess without evidence.
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Suggested workaround: A third-party vendor promotes using the MooseDesk helpdesk/live chat app instead, highlighting ticket management, help widgets, and email notifications, with a current free plan. Several product images are included but are not essential to the technical issue.
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Outcome/status: No confirmed diagnosis or native fix for Shopify Inbox was provided. No actionable steps from Shopify were identified; the issue remains unresolved.
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Open questions: Whether the behavior stems from a bug or aggressive spam filtering, and how to retrieve or prevent the loss of incoming messages in Shopify Inbox.
Hello @Zoe1
I feel it must be identified as spam. Lot of freelancers actually try to reach out to shopify store owners for some work and they usually send the same message to several store owners. I feel the Shopify team has identified and already marked the spam. This is just my guess.
Hi @Zoe1 ,
Thanks for reaching out to the community with your question. This is MooseDesk - An ideal Live Chat and Helpdesk Solution that aligns perfectly with your business.
I’m sorry to hear that you’re having trouble with your inbox and missing important messages from customers. Since the official customer service hasn’t been able to resolve this issue, I highly recommend using MooseDesk - Customer Support and Helpdesk App as an alternative solution. With MooseDesk, you can:
1. Create, Receive, and Reply to Tickets: Manage all your customer inquiries in one place without missing any messages.
2. Easily create Help widget and Contact form within the MooseDesk app so your customers can send you tickets directly, in addition to emails.
3. Set up automatic email status notifications for your customers when they submit a ticket or when their ticket gets resolved.
Specifically, MooseDesk now offers a FREE Plan for all early bird users. You can enjoy all the initial features for free until the official launch of the pricing plan.
So this is my answer to your question. If this is helpful for you, please let me know by giving MooseDesk a ‘LIKE’. If your question is answered please mark this as 'SOLUTION’.
Once again, keep up the fantastic work, and I wish you the best of luck in the future! 