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Emails going to SPAM

TheTokenShop
Contributor

Last year we began using our domain to send both Shipping and Delivery notifications. We carefully went through the set-up process and we have green lights on set-up!

Screenshot 2025-01-15 at 7.47.00 AM.png

About 5 weeks ago we began getting emails from customers asking if their order had shipped. When we checked to see if the shipping confirmation had sent, it showed it had and our CC was in our inbox as well. 

We have noticed this is mainly occurring with yahoo.com and aol.com email addresses. 

We looked over headed info for these emails and found that the send from email is:

Received: from o25.email.shipstation.com (o25.email.shipstation.com. [168.245.101.79])

This is a Sendgrid IP which is the sending platform that Shipstation is using. When we run a DMARC test on this IP, the results are as follows:

Screenshot 2025-01-15 at 7.58.37 AM.png

It is also showing on a blacklist.

Screenshot 2025-01-15 at 7.56.55 AM.png

I spent hours with Tech support on this issue, and they are convinced we are are sending the emails from our mail server and we need to personally reach out to yahoo.com and aol.com and resolve the issue. They don't seem to understand how this works.  



 

www.thetokenshop.com
Providing the recovery community with the best selection and service.
1 REPLY 1

CaraAdmin
Khoros

Hello @TheTokenShop!

 

Thank you for your detailed post! I see you’ve already contacted support on ticket #7672818. It appears that your ticket has been escalated, and the team is actively investigating the issue. We appreciate your patience as they work to identify and resolve this for you!

 

Happy Shipping!

 

-Cara