Emails from ACME Not Delivering to Inbox
Modified on: Wed, 24 May, 2023 at 7:16 PM
In some cases, email providers may place ACME generated emails (including order confirmations with receipt info) into a spam folder, quarantine them for a period of time, or even delete upon inspection. This is because emails are sent from ACME via Sendgrid on behalf of client organizations, which can trigger certain algorithms to flag our email as potential spam. This is most prevalent with Hotmail, Outlook, and Google Mail. This is a constantly evolving challenge in the industry as email providers are attempting to balance convenience and security. We are working with Sendgrid and consulting the best practices from various email service providers to ensure that our end users are receiving necessary order confirmations and other messages.
There are several actions that can be taken to reduce the risk of emails being seen as spam by your patrons, including:
Ensure that our Sendgrid DNS records have been added to your domain hosting platform (generally completed during on-boarding). Contact firstname.lastname@example.org if you wish to learn more.
- Review the Confirmation copy across active event templates and ensure that any URLs or hyperlinks listed are using an https:// format for the URL. Links using an older standard of http:// may be seen as risky by Gmail and other providers.
- Resend the order confirmation. In some cases, the resend will deliver even if the initial send is blocked. See Sending an Email Confirmation for an ACME Order for a step-by-step guide.
- Ensure end users and customers have your domain listed as "friendly" or added to their address book. Consider adding a message recommending this to the Confirmation page of your hosted eCommerce site in the "checkout-confirm-page-description" or "checkout-confirm-message" text variables (both take HTML).
- Make sure your company domain has a DMARC record. Many consumer email services will mark an email or route away from the inbox if a DMARC record does not exist for your domain.
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