How do I stop orders going to junk email

[alansh]

No matter what I try, all my orders end up in my junk email. Looking at the headers, the order appears to come from [redacted personal information], and also xx.promote.weebly.com

I've added the following to safe senders:

*.weebly.com

@gmnscouts.org.uk

Neither made a difference.

Looking in the header record, there's a Fail: reason=601. When I look that up, it appears that the dns record for 'promote.weebly.com' does not exist and Microsoft say this is a sender issue (see https://answers.microsoft.com/en-us/msoffice/forum/msoffice_outlook-mso_win10-mso_o365b/mail-marked-...).

Other emails from Square (like the daily summary) work OK. But not orders received which is quite important!

Is this something you could look into? Or can anyone tell me how to avoid this?

Alan

[tranguyen]

Hi @alansh, sorry to hear this! Since the emails are being send to spam, would you mind trying to whitelist the following emails and add them to your contact and see if that would help:

• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]

To confirm, even if you have mark the messages as 'Not Spam', are they still going into the Spam folder rather than the main folder? If so, another thing we can try is to set a filter to always put those messages in the inbox and hopefully that should help too. 

[alansh]

I've added those 5 email addresses to my contacts list and said to allow those through.

How do you set a filter to always put those messages in the inbox?

Alan

[tranguyen]

Hey Alan, thanks for your reply! Setting up filter can depends on which email host you used. It sounds like you are using Outlook so the steps outlined in this article should help. 

[alansh]

Oh, I know about rules. But you can't set up rules for the junk folder. It won't let you. You can only set up rules for the inbox - and if the order ever gets there, there's no rule for it.

[tranguyen]

Hey Alan, apology for the confusion there! For Outlook, you should be able to mark the email as Not junk or Not spam and that should tell the system to not send it to the Jump folder in the future. 

[alansh]

Tra,

Believe me, I've tried. I'm not unfamiliar with IT (I've been in it since 1971) and I've tried everything I can think of to stop it going into junk. I've got one last thing to try (which is adding all the names you mentioned plus my own email to my contacts) and after that, I don't know where to go if it doesn't work.

Alan

[alansh]

Am at my wits end here. I've just had another order and it's gone to my junk email. I've done everything you said and it's still not working.

Please can you help me resolve this? I need your orders to go to my inbox so I can run rules on them. If it goes to junk, I have to be online to manually send them where they need to go.

Alan

[tranguyen]

Really sorry to hear this, Alan! I've reached out to our ECOM specialist team and see if they have any additional steps they can recommend to help resolve this issue. Once I hear back from them, I'll follow up with you right away. 

[alansh]

Thank you. I'm about to try a different email client to see if that helps.

Alan

[tranguyen]

Hey Alan, thanks for bearing with me! From chatting with the team, this issue has cropped up before and usually, the troubleshooting steps above would help resolve it. Unfortunately in this case the team do not have any other additional steps they can offer. I'm going to ask around if anyone else might know more about this and will keep you in the loop. 

[alansh]

Hi

I've done one additional step - I've disabled junk email processing on the account completely (I'm the administrator of the Office 365 domain). I just need an order to come through now. It's not the best solution, but if it works, I'll manage any issues that arise.

Alan