Overview

If you have set up:

• A support mail, to send order confirmations or group invitation emails to app users.
• The admin email, where you receive a copy of an order confirmation mail sent to the user.

But your users or you don't receive an email when they're supposed to (when an order is placed, or when invitations to the app are sent), there might be an issue with the mail origin.

This usually happens when the receiver’s email client rejects an email as it does not originate from the mail server that it claims to be, this is more frequent with larger free domains like gmail.com or hotmail.com.

More specifically, the following things happen when we send a confirmation/invitation mail that is rejected:

1. Depending on the feature, we use the default email address for your account, or a custom email address you select, for example user@mydomain.com
2. Our system sends the mail via Mailgun, an email services provider. We set the sender (or from field of the mail) touser@mydomain.com.
3. Receiver customer@receiving.com receives an email fromuser@mydomain.com.
4. The receiving server (Gmail/Outlook) sees that the email originated from a Mailgun server, which doesn't match the domain on the from field, mydomain.com, and discards the email because of impersonation.

Note: All our emails are sent over the Mailgun Service Provider (ie used as Outbound Server) and are impersonated.

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Solution

• Unfortunately, there is no workaround for sending emails impersonating public domains, or domains you don't own, such as gmail.com and hotmail.com. The only thing you can do is to change the email address used for the app owner email and admin email to another email. This usually requires you to move to a private domain where you can configure DNS settings.
• Thus if you do move to a private domain you own and as such you are able to configure the email server, please verify it by setting up the DNS records we provide below (known as SPF) at your DNS provider, this will help emails being recognized as valid by most email providers.

SPF: Sending server IP validation. Used by the majority of inbound mail servers. 

• After updating this DNS Record, wait for the change to propagate, this can take up to 24 hours.

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Testing

Your users and you will receive order confirmation/group invitation emails without them being rejected by your email service provider.

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