Square needs to support our many SPF / DKIM requests and own this issue

[nsilvialafrance]

I am going to create a thread as often as I can until someone at Square acknowledges the many threads asking for this information. Square needs to acknowledge that this is not "out of scope" for them to provide this information. There are thread after thread of people explaining the technical reasons why Square/Weebly are the ones that need to provide us the DNS records for SPF/DKIM to be able to deliver mail sent by them on behalf of our domain. 

Another user in another thread phrased it best: "Square/Weebly is SENDING as YOUR domain from their SMTP servers, so yes without a doubt they need to provide a DKIM record for THEIR sending servers...this is common place for any sender acting as your domain via their servers now.  I've been around this circle with them for months with nobody that understands it."

You are using weebly.com and sendgrid.com to send emails ON BEHALF of my domain. You are the ones that need to provide the records for us to add in our domains DNS. If I was sending the emails using my own server, which we do for marketing, I have the appropriate records set up for our vendor - Brevo. Sending us a generic link to a Cloudflare page on how DMARC and SPF and DKIM works is rather offensive. We understand how it works, that is why we keep begging for Square to provide what we need.

You need to provide us with this information or your emails you are sending on behalf of our domain will continue to not be verified and will likely land in customers Junk. We are trying very hard to do everything right here, but Square continues to prove that it is not knowledgeable about DMARC and DKIM and thus our customers are suffering because of it.

Do you see how many people disagree with your answer and Square's stance on this? When will someone at Square take ownership of this and realize that you are running away from the issue rather than actually addressing it? It's truly sad to spend so much money on Square services and processing but know that deep down they don't even want to help or understand how to help with anything technical. 

As someone else already said: "Dear god this is ridiculous.  Tell your CTO to call me I can explain it to them"

[CColotti]

Completely ignoring the issue and we turned on square online and yep...aol customers are complaining about notifications always going to spam...this can be fixed they just don't want to understand the aspects of DKIM on the weebly side..

[nsilvialafrance]

I have never seen such pervasive ignorance from a company that wants our business. Absolutely embarrassing for Square and Weebly to take such an ignorant standpoint on this topic.

[CColotti]

All they need to do is address the bottom two capabilities...

[flyingtigerfan]

It's completely unbelievable and not a difficult item to correct.  We send confirmation e-mails for orders out to folks for concerts at our church and they, of course, are all going to junk e-mail or spam.  Doesn't matter if we are using DMARC (we are) - these things are failing SPF/DKIM at one level or another.

By not addressing such a simple issue, Square is effectively barring us from communicating with our customers through their system.

We've been with Square for years and years, but this issue is causing me to research other providers for what we do.  We can't operate like this.  We look - and are - unprofessional to our congregation, community, and staff by allowing this to continue.

I have been pleased with Square for so long that I don't even know who the competition is.  But I'm about to find out.  And I hate that.

[Lunadele1]

Yes, this is totally unacceptable! We are buying their services and part of their services is communicating with our customers. I mean come on, when even an order confirmation goes to a customers spam folder, this is so messed up! I also paid $300 for Promote Weebly and it has the same issue. I've wasted months of this service an unable to send an authenticated email.

I am experiencing SPF unalighnment. I spent money on MX tool Box and countless of hours trying to figure it out with Weebly, Square, SendGrid and Google. After about 25 emails with sendgrid, they still could not fix it. 

It has boiled down to:

The return path and from path are different!

From MX ToolBox:

The Delivery Information at the top will give a summary of what is broken. In this case your SPF and DKIM are not aligned. This is due to the return path domains being weebly.com and the from path being templeoflifeoils.com

Weebly/Square, I need a solution!

[itcondo]

Very well put. Through some investigation we were able to determine that adding +include:sendgrid.net to our SPF record improved email deliverability. However, this information was not obtained from Square/Weebly documentation. 

Still without DKIM we are unable to reach Gmail users inboxes, and other mail providers are (rightfully) following in Google's footsteps.

We are also unable to set our DMARC policy to reject until Square/Weebly resolves this issue.

It'd be great if they were not just completely ignoring this issue, as reaching inboxes one of the most important things an e-commerce platform needs to get right. Not to mention an e-commerce platform that wants to handle your email campaigns/marketing needs....

[cbstl]

I will pile on and emphasize that we also need Square Online to provide DKIM authentication, so that we can set a sound DMARC policy to prevent our domain from being spoofed and so that online order confirmations from Square don't go to our customer's SPAM folders. Using PowerDMARC, I can see that all of the Square emails sent via Weebly/Sendgrid would fail DMARC if I set the policy to reject, which we really need to do soon to protect our domain. DKIM authentication is fundamental to any marketing or ecommerce service that sends emails from a customer domain and I'm stunned that Square Online doesn't have this implemented for its customers. 

[thewebtailors]

Please Square/Weebly, allow us to add our own DKIM records. Because of it, DMARC is failing and emails go to spam/are not being delivered.

[cbstl]

Hi @MayaP - You've been very helpful in getting some other issues addressed recently. Are you able to look into this and let us know if DKIM authentication for emails is on the Square Online feature roadmap? As I stated in my reply earlier in this thread, DKIM authentication is a fundamental feature for any ecommerce service that sends emails from a customer domain email address. Without it, Square Online order confirmation emails are much more likely to go to SPAM and we are also unable to implement a DMARC policy that protects our domain from spoofing (because Square Online order confirmation emails would never get delivered when DMARC is set to "reject"). If Square Online can't provide DKIM authentication, we should really have the option of Square Online order confirmation emails being sent from a generic squareup.com email address as the From address and our domain email address as the Reply-to address. That's not ideal but would be better than Square Online forcing emails to come from our domain email address without offering DKIM authentication. Thanks!

[MayaP]

Hey @cbstl - Thank you for your feedback on this. I understand how important this is, and I’ll look into it further and get back to you. 

[cbstl]

Thanks @MayaP for looking into it!

[MayaP]

Good Morning @cbstl - Thanks for your patience. I escalated this, and I am waiting to hear back. 

[cbstl]

Thank you for the update @MayaP. I appreciate your diligence on our behalf.

[MayaP · Accepted solution]

Our team confirmed DKIM and DMARC records are managed by the email provider, not the website host. If you are using a professional email address (e.g., test@thecakery.com), you would obtain these records from the email host and then add them to the domain host. For example, if you use Google Workspace for email, you would request the records from Google and enter them in your DNS settings. To clarify, you can absolutely use DKIM and DMARC records—we just don’t provide them since we are not the email provider. Outside of this, there no plans to implement this on our end, and would still be considered a feature request. Feel free to reach out on Ideate Board to share your thoughts. 

@cbstl 

[Lunadele1]

I did chat with google and put in their DNS info all the way back in September 2024 but it still didn't fix the issue. I think I did it correctly. I don't know if doing that would fix the misalignment though.

After getting professional advise from MX Tools, they said the issue was the return path and from path are not aligned. When order, shipping updates and other emails are sent through Weebly to a customer, the return path is @promoteweebly.com and the from is my business email.

I am tired of trying to figure this out. I've enjoyed Weebly while I had it but it is time to move on but maybe you can still figure this out for others.

[MayaP]

I appreciate you sharing the steps you’ve taken and the insights from MX Tools. It sounds like you’ve put in a lot of effort to troubleshoot this, and I understand how frustrating it must be. I’ll make sure to pass this feedback along to our team.

I’m sorry to hear you’re moving on from Weebly, but I truly appreciate the time you’ve spent with us. If there’s anything I can do to assist you during this transition, please let me know. Wishing you all the best! 

@Lunadele1 

[nsilvialafrance]

This is incorrect information. Square is sending emails on behalf of our websites via Weebly / Sendgrid. You absolutely are responsible for proper DMARC authentication. The fact that Square has taken this stance of not helping and saying it is us to each seller is completely incorrect and frankly rude at this point. I have a daily report that shows how many emails Square is sending without DMARC pass and our customers often have these emails reach their Junk mailbox. Every other vendor I work with that sends email on behalf of our domain provides the proper DKIM and SPF information for us to add to our DNS. Square needs to wake up here and realize that there is thread after thread after thread going on for years asking for to step up and own this issue. This is beyond discouraging. I do millions of dollars a year in revenue with Square and can't even have our order emails properly configured to ensure maximum deliverability.

[MayaP]

I understand your frustration, and I appreciate you sharing your concerns in detail. At this time, I don’t have any further information to provide on this issue. However, I will make sure your feedback is heard and passed along to our team.

I know how important email deliverability is for your business, and I truly regret that this has been a continued pain point. If any updates become available, I’ll be sure to share them. Please let me know if there’s anything else I can do to assist in the meantime.

@nsilvialafrance