Shopify Order & Shipping Confirmation Emails / Spam / Not Being Received

Shopify Discussion
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Hi All,

Last few weeks I have noticed an issue with some customers contacting me saying they never received an order confirmation or shipping confirmation email which was a little scary. This is only a recent problem.

After looking at some of the issues people in the past had I added the following to my DNS record - v=spf1 include:shops.shopify.com ~all and thought this might fix the issue, but it didn’t.

The Test:

I used my regular Gmail personal accounts (multiple) and placed tests orders. The order & shipping confirmations received in the Inbox. I get this in the header DKIM: ‘PASS’ with domain sendgrid.info

I then sent emails to my business email @com.au multiple business emails on different Gsuite accounts I run which are all using Gsuite and all emails went into the SPAM upon viewing the full email header it stated this - DKIM: ‘FAIL’ with domain xx.com.au on both domains I tested.

Now the people that contacted me that didn’t receive any confirmation had [email removed] email business and a @Me .com I resent these while on the phone to the customers and they still received nothing at all. Everything was fine until a few weeks ago and never had this issue before.

I’m not sure even how to fix this or what I can do? Is there any other service that can send these emails for me instead of using Shopify in my 5 years on being on Shopify this has never happened, or does anyone have any suggestions? I imagine it’s a Shopify/SendGrid issue and there’s little I can do?

I haven’t contacted Shopify support yet as they are not what they used to be from 3-4 years ago so was hoping I could get some assistance through the forums first.

What I believe is happening with certain business emails and @Me .com is they just block if it gets a response as this DKIM: ‘FAIL’ with domain xx.com.au, I also checked - https://mxtoolbox.com/emailhealth and no red errors on this either.

Cheers

Brent

** Does anyone know if in the Australian Market there is a way to SMS the customer their order confirmation? As this could eliminate the email issue if it can’t be fixed.

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I have to agree, something has changed. I was using the website to text (sms) a sales notification to my own phone. Email to SMS worked for several years but stopped earlier in the year. It worked great (phone number@phone company) and I do not want another app on my phone. I suppose some filter flags it as spam. It is very frustrating. I tried friends numbers too but still no notification. This and not being able to mass sort mail by what has been delivered is my only gripe about Shopify (lately).