So I want to use Shopify Inbox to offer chat support to my customers. If a customer has left the chat and you, the seller, message them, the customer receives the message in an e-mail.
Well, for some reason the sender e-mail address is incorrect and I am having trouble finding the settings for where to change it. In Shopify → Settings → Notifications, my Sender e-mail is correct (service@mydomain.com). I have set up SPF, CNAME and DMARC settings as instructed. The domain has been authenticated. E-mails sent via Shopify in regards to orders (“customer notifications”) are sent from the correct sender e-mail address, same goes for Shopify Email (for newsletters). So it’s just Shopify Inbox that sends from an incorrect e-mail address (super complex string of letters and numbers@messaging.shopifyemail.com).
Does anyone have any experience with this issue? Am I just unable to see a setting that is right in front of my nose?
Hi, @Emi5 , sorry for not being able to directly help you. It looks like this is related to how Shopify or/and the app handle the different email dispatchers internally. Have you tried contacting their support directly for some clarification?
Hi @TechSprout , thank you for responding!
I’ve had a support case on this with Shopify since monday. They quickly confirmed that my details in regard to sender email is set up correctly in Shopify. After communication back and forth explaining the problem, providing a video, and sending them my SPF, CNAME and DMARC settings, they are now saying that the sender address is how it is supposed to be.
I find this strange.. Why didn’t they say that in the beginning? Surely they know how e-mails sent from a Shopify developed app is supposed to look like, or at least that should be something they could check within minutes rather than days, right? Did they just give up on my case?
This is the final answer I got from Shopify:
"We have gathered sufficient information from you, which has helped us identify the cause of the issue. Upon investigation, we discovered that the email address your customers see in the image is an email alias. This means that the conversation takes place in your Shopify inbox rather than directly in your email, and unfortunately, it cannot be modified or customized because it is set as a default by Shopify developers. When your customers receive and open that email, they will see an option to click on it. By selecting “Continue store,” your customers will be directed to the correct sender’s email.This is normal behavior, and I can confirm that when your customer clicks the “Continue on Store” button, the correct sender email address will appear.
I fully recognize that this situation may be confusing for our merchants, and there’s no need to worry. I will proceed to submit a request or suggestion to our developers regarding this matter, so they can consider it for future implementation as our goal at Shopify is to ensure merchant satisfaction, which will help us improve and enhance our services."
To anyone having the same issue, I spoke with another Shopify Advisor and got a clearer answer;
"As of the moment, you cannot change the sender email address for messages sent from the Shopify Inbox app to your store’s email. The emails sent from Shopify Inbox are sent from a default Shopify email address (like qmexbcglosie1bnx4lfbccffsxj…) and cannot be customized. This is a limitation of the Shopify Inbox app as it uses its own email system for sending messages to customers.
For now that is the case but we already received multiple request with the same issue and it has been already notified to our Developers so that feature will be change in the future and we just need to wait for it."
