Squareup Email Flagged as Quarantined Email in Customer's Inbox

[CalArts]

One of our customers received this with an auto-email that came from our store. How can we address this and ensure this doesn't happen again? Please see email below. 

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EARTHLINK VIRUS BLOCKER MESSAGE STATUS
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MESSAGE QUARANTINED

Virus Detected: Virus

Message Details:
From: The CalArts Store <[email protected]>
Subject: Thank you for your order!
Date: Sat, 06 Mar 2021 05:09:55 +0000 (UTC)

For your protection, EarthLink Virus Blocker has quarantined a message sent to you because it contains a virus.

Note: We do not recommend that you view a message that has a virus attached, even if you have up-to-date antivirus software. However, if you choose to view it anyway, you can: Sign in to Web Mail (https://webmail.earthlink.net), then click the Virus Blocker folder on the left.

Sincerely,

EarthLink Support

[AshleyK]

Hi @CalArts and welcome to the Seller Community!! I'm sorry that this came after the auto-email you sent. Can you please tell me what the automatic email was for?

Also, has your customer contacted earthlink to see what they say?

[CalArts]

The auto-email that was flagged by our customer's earthlink account was a general receipt for an online purchase. We did not prompt our customer to talk to Earthlink yet. We wanted to check in with the platform provider first. Please investigate this immediately. We do not want to send viruses to our customers. 

[AshleyK]

@CalArts It's unlikely that anything in the email actually had a virus. It’s probably a false-positive tied to the domain used for something included in the email. But, I want this to be fully investigated so it stops happening. Please reach out to Weebly Support when you get a chance so they can escalate it to engineering for you. 

Thank you!!

[mtg535]

I started having the same problem about a month ago. Emails are not making it past some providers' automatic screening and the customers are not even seeing them. Saw it today in my own gmail account. The email was flagged as dangerous by google and it was redirected to spam and had a big warning message added to it.