Delivery Status Notification (Failure) | Community
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Delivery Status Notification (Failure)

  • January 26, 2024
  • 2 replies
  • 0 views
P

We have a domain that is "Managed by Shopify", exampledomain.com. We've set it up on Shopify that whenever someone sends an email to support@exampledomain.com it will be forwarded to support@exampledomain.zendesk.com. It's been working fine for the longest time, however, I believe, due to the recent email from Shopify regarding DMARCs, our customers started to receive undeliverable messages whenever they responded to our messages.

I've contacted Zendesk Support and was told the issue is with Shopify. I contacted Shopify and was told the issue was with Zendesk.

Anyone who has the same issue?

    2 replies

    Brett13
    • Brett13
    • Community Manager
    • January 29, 2024
    Hey Patrick, I see you have a ticket open with our Customer Care team and they requested some additional information so they can look into this issue. I would recommend replying to that email with the requested information so they can help further :)  Thanks!
    P
    • Patrick15
    • Author
    • January 30, 2024

    Hello Brett!

    Yes. The challenge is Shopify kept on insisting the issue was not on their end. When we contact Zendesk Support, they would say Shopify. So I decided to see if someone else from here is experiencing the same issue.

    Per Shopify:

    I hope this email finds you well. I wanted to provide you with an update regarding the error message your customers have been encountering when replying to your emails through email forwarding. We have been actively investigating this issue with the assistance of our technical team, and I wanted to share the latest information with you.
     
    After thorough analysis by our technical team, we have determined that the email forwarding setup on Shopify's end is properly configured. This means that the issue is likely related to compatibility between the forwarded emails and certain email servers or security software used by your customers. It is important to note that false positives or compatibility issues can sometimes occur with email forwarding, leading to error messages suggesting the presence of a virus, even if there isn't one.
     
    We would like to clarify that this issue is not related to the DMARC (Domain-based Message Authentication, Reporting, and Conformance) notification that you received. The DMARC notification is a separate security measure that helps protect against email spoofing and unauthorized use of your domain. It does not directly affect the compatibility or error messages encountered during email forwarding.
     
    To address this issue, we recommend considering the following steps:
     

    1. Contact Email Service Provider or IT Support: We suggest reaching out to your customers' email service providers or IT support teams to discuss the error message and inquire about any known issues or limitations related to email forwarding compatibility. They can provide specific guidance based on their email setup and help troubleshoot the issue from their end.

     

    1. Alternative Communication Methods: In the meantime, it may be beneficial to explore alternative communication methods to ensure smooth and uninterrupted communication with your customers. Direct email exchanges or secure messaging platforms can serve as viable alternatives.

     
    We understand the importance of resolving this matter promptly and ensuring seamless communication with your customers. Our support team, in collaboration with our technical experts, is available to assist you and provide any necessary guidance throughout this process.

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