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Occasional Contributor
Status: New

Most of my customers do not receive their emails because they say they go to spam. I submitted a support ticket a while back and got nothing out of it. I even tried sending emails from the shipping@shipstation address (by not inputting an email address) and my customers still reported emails going to spam. The support ticket was: 

Shipstation in general needs to do something about emails sent to spam. As far as I can tell, it's an issue you guys have been "working on" for 4-5 years.

I've tried to do everything on my end to fix the SPF/DKIP/DMARC records but nothing works. My only option at this point is to send tracking from "shipping@shipstation" or whatever it is, which is unacceptable.

New Contributor

I just contacted support about this today and still no SPF or DKIM.


Shipstation uses sendgrid as their email provider. If the IP pool you are in is blacklisted, then all your emails will go to spam. I had to come up with an alternative, so I routed my tracking info emails back through my website. SS was no help on the emails going to spam

New Contributor

Hey @embedding - How did you route them through your website? Inquiring minds want to know. 🙂 Thanks!

New Contributor

So we have been having this issue too and with our E-mail marketing provider Email Octopus. We have concluded that both ShipStation and E-mail Octopus e-mails when analyzed did not pass the DMARC test they both "failed" which caused them to go to Spam folders. So we researched and E-mail Octopus provided a great resolution in their forums....basically we had to add 4 "CNAME" records into our DNS records with our host and it was fixed 100%

Now every test or regular e-mail we send passes the "DMARC" test! My only issue is when I talk to ShipStation they have no idea what I am talking about - so I basically found the solution but I don't know the name or values that we would have to put to point to their CNAME. 

Here is a screenshot from Email Octopus on what needs to be done for ShipStaion.Hopefully we get an answer soon!