Square Online Store: Confirmation emails are labeled as spam

[erfigge]

The title of this thread has been edited from the original: Square online spf settings

So, all of the order confirmation emails that get sent to me are getting labeled as spam.  I have done some reading and figured out that since Weebly (square online store) is generating the emails using my domain email address they are being marked as spam. 

So, the question is what spf txt record do I need to put in my domain to allow those emails to not get grabbed as spam?

[ashc]

Hey @erfigge,

This is actually a common issue with emails that use personal domains.

It's best to contact your email provider to prevent this from happening and to mark Square as a safe sender with them beforehand to avoid them going to Spam. 

[erfigge]

You are correct.  The answer is to put the correct spf settings into our domain.  I'm not for sure what I need to put in there for that.

[mwbt21]

Square,

Please provide SPF record information to add to custom domains. Order notification emails all go to customer SPAM - which is unacceptable. Once provided, please update your documentation accordingly. 

Thanks

[aphatte]

I too have the same issue. Has this ever been resolved? Did Square ever provide the information we need to mark them as safe Sender? 

Still need SPF info, and still have spam emails sent…

[cbstl]

We are also having this issue. Recently most of our customers who order from our online store are calling because they didn't receive an order confirmation email and the email is always in their SPAM folder.

@ashcPer the multiple requests in this thread, can you track down what needs to be added to the SPF record for our business domain so that this doesn't happen? If you don't know what that means, can you pass this request along to the technical people for Square Online that will know what it means?

[MayaP]

Hi @cbstl,

Thanks for the follow up. Please see response below from our Online Team. 

The SPF record they have setup already includes our recommendation include:sendgrid.net ~all

I will say the format of the record seems a bit weird which maybe causing it not to function optimally. But because their email service isn't with us, they'll want to reach out to their provider directly for assistance

Please let us know if we can assist any further? 

[cbstl]

Hi @MayaP

I had managed to find that recommendation after digging around on weebly forums and had probably just added it shortly before the Online Team looked into it. I've done several SPF record checks to ensure our whole record is well-formed and working as intended.

It's hard to tell yet if it's making a difference, as there's not a good quantitative way to know for sure if fewer customers are getting the emails sent to spam, but hopefully it will help.

[MayaP]

Hi @cbstl,

Gotcha, sorry I wish there was better a way to confirm.

If you continue to run into issues, or have questions definitely let me know. 

Happy to help!

[BethanyReynolds]

Recently, most of the email notifications I get from Square, including orders and payment notices, end up in the Spam folder at Google before they ever get to my Inbox. I have to log on to the Gmail inbox online and mark them Not Spam in order to get them to my devices. I have tried adding the address to my Contacts list in Gmail, and adding filters to "never send to Spam" and "mark as important" several times, to no avail. (They do get starred as important. but still end up in the Spam folder.) The only way I can be sure I am seeing new orders is to log into my Square account. Has anyone else run into this problem, and how did you resolve it?

[JustinC]

Hey there, @BethanyReynolds - thanks for running through those troubleshooting steps. Since they didn't help any, have go reached out to your ESP to so they can check why domains that are saved to your contacts are being routed to spam? 

[BethanyReynolds]

My email is a google address. I use Apple Mail on my laptop and devices. After some investigation (and seeing emails appear and vanish in my Inbox), I realized that at least some of the emails were getting through and then got flagged by Apple Mail and sent back to the Gmail spam folder. I've double-checked that the Square addresses are in my contacts in Apple Mail, and am now trying additional filters.

I've gotten email notifications from Square for years; this is a very recent problem. It may be coincidence, but before this issue started I had deleted a number of spoofed Square messages from spammers. I wonder if the content (not the sender addy) somehow triggered a spam flag, causing the legit emails to be flagged. 

[pettytheft]

What is the status of correcting this?????  I can not believe in 2022 this HAS STILL NOT BEEN FIXED!

Until Square/Weebly support properly reviews, supports and provides an SPF or a custom DKIM, ALL CUSTOMER EMAIL WILL continue to fail and customers will NOT receive their Order confirmation emails or any other emails in the store process.  IT WILL NEVER WORK

We need the proper SPF entry to add for Square to authenticate sending email as our custom domain or a custom DKIM entry OTHERWISE IT IS THE SAME AS ALL SPAM SENT 

https://docs.sendgrid.com/ui/account-and-settings/spf-records

https://docs.sendgrid.com/ui/account-and-settings/dkim-records

PLEASE TAKE THIS SERIOUSLY

[cbstl]

@pettytheft This is what they suggest adding to your domain's SPF record, because weebly/Square Online uses sendgrid under the hood:
include:sendgrid.net ~all

It is not documented anywhere though. It really should be documented in the Square Online help. 

[KreativeRides]

I added include:sendgrid.net ~all to my spf record and my emails still go to spam. New account

[taylorandjones]

Hello @MayaP I'm a website designer that works for Square Online sellers.

Several clients report that order and shipping confirmation email messages are landing in customers spam folders. When I place a test order and look at a confirmation email header, the emails are sent from: [Sender Profile email address] and mailed-by: promote.weebly.com

I found this help article that provides a safe list – in this case its for team notifications:

https://squareup.com/help/us/en/article/3843-email-notifications-from-square

Is there a safe list that would apply to the Square Online customer order confirmation emails?

Are there other steps that can be taken to prevent or at least minimize this issue?

I would like to offer some guidance for my clients so they can help customers.

Your assistance is appreciated.

[JJ_]

Hello @taylorandjones 

There are some situations where our emails may be blocked or delayed by email providers (which we have no control over). If you your Seller's customers cannot find the messages in their inbox or spam folders, then we encourage them to whitelist a few of our emails related to your website to help keep them from being blocked or delayed.

Whitelist the following email addresses by adding them to your contacts:

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

[kshepherd2005]

I am using v=spf1 include:sendgrid.net ~all at GoDaddy DNS and it is working.

[CColotti]

SPF is much older and we still shoudl have a way to add proper DKIM records which are becoming more preferred.  Also google/yahoo and others are locking down on things and if you have a DMARC record configured things that don't pass SPF/DKIM will get DROPPED if you have reject set.  I am dumbfounded that square has not provided a way to add proper DKIM records....Brevo, Mailchimp, Active campaign, every company that sends email on your domain's behalf supports this.... The other problem is SPF records get nested and you can hit a limit when you have too many.  DKIM does not have this issue.

My tests keep going right to spam:  https://app.screencast.com/RgojAgfqLy8fN

I too have the SPF record for sendgrid but no go.  https://app.screencast.com/Tnw99lHv7Tq3E

[BernadetteA]

Hi @kshepherd2005

Thanks for reaching out. I could be mistaken, but I believe the Square Online support team is able to edit this for you if you are using a custom domain. 

When you get a chance, please submit a request to the support team here. A rep will be able to check with the advanced support team to see if it is possible to edit. 

Thanks in advance. 

[CColotti]

but what about Square for Restaurants email receipts?

Yes I am using a custom domain but that is not the same as the FROM e-mail address that needs DKIM/SPF/DMARC

The site domain can be anything but the email templates are sent from whatever FROM address you setup.  I did submit an email but clearly this is an issue with threads like this that are so old.