Shopify Notifications going to Junk - Outlook

Shopify Discussion
1

Hello everyone,

My store’s order confirmation and order update emails are going to customer’s Junk/Trash folders.

After testing, it appears that @hotmail or @Anonymous are the most affected, whilst emails are being delivered to @gmail fine.

I have setup my Shopify CNAME records, and have shopify in my SPF records.

Has anyone experienced similar issues? And is there anything I can do to fix this??

Many thanks

Lewis

2

Hello there,

I appreciate the proactive work you did to attempt to resolve your situation. There is no solid answer to ensure your emails are not marked as spam by the receiving email host. There are some steps you can take to ensure your emails arrive as intended though.

When setting email services using a third-party domain with Shopify it’s no longer possible to add an SPF, Shopify no longer uses SPF**.** Shopify has switched from using SPF to DKIM DNS records and using DKIM should resolve any issues you might be having with authenticating your email domain.

For more information please see the Shopify help center guide on Setting up your email.

Please also make sure your sender email is authenticated. You can check the status of that by following this link: https://shopify.com/admin/settings/sender-email or by creating an email campaign and using the edit link next to the sender email.

Please go through this and let me know if it was helpful.

Best regards,

Marie-Claire

Return Prime.

3

Hi @greatdane67 ,

Thanks for reaching out!

I understand how important this is for both the customers and your business. Don’t worry, I have gone ahead and looked for some possible workarounds in this matter on your behalf!

Setting up your email services correctly is crucial to running marketing campaigns and keeping in touch with your customers. As mentioned, when setting email services using a third-party domain with Shopify it’s no longer possible to add an SPF as Shopify no longer uses SPF**. Using DKIM should resolve any issues you might have with authenticating your email domain.**

You can help to ensure that your email message reaches your customer by adding CNAME records to your third-party domain to connect it to the Shopify SPF and DKIM records. Contact your domain provider if you need help modifying your CNAME records.

  • From your Shopify admin, go to Settings.
  • Click Store details.
  • In the Contact Information section, click Edit.
  • Click Fix this next to the Sender email field.
  • On the Sender email page, click Authenticate.
  • Follow the instructions to enter the new CNAME records into your third-party domain manager.

Changes can take up to 48 hours to complete. After your domain changes have taken effect, your domain status is Authenticated.

If the domain verification fails, verify that the DNS records you entered into your third-party domain provider match the records provided in your Shopify admin.

Also, you can find the additional information on the customer email best practices in this help doc from the Shopify Help Center page!

4

Hey, I’ve already done this. Email is already authenticated and issue still occurs.

5

Hey Marie Claire thanks for your reply, but my email is already authenticated and getting this issue…

6

Hi @greatdane67 ,

Thanks for getting back to me. I understand this isn’t an ideal situation to be in.

I’d love to help further. However, this would need a more profound investigation to identify the root of the problem. We cannot look into account specifics via the Community for privacy and security reasons.

For that reason, I invite you to reach out to our Contact Us page.

Once you log in, select the topic you’d like to discuss with the Support Advisor. In your case, click on Domains>Other.

You will then see all the support methods available and you can select your preferred communication channel.