Troubleshooting Guide: Shopify Email Delivery Issue

Hello, I'm really stuck with this problem. All was well with Shopify then recently we upgraded our domain from Plesk to cPanel because of a new feature we want to do in the future. Our web host did all the data migration (not that it affected Shopify, just our emails) and after a few little problems we were back online again. Everything works except Shopify is unable to send emails from itself to anyone on the same domain. For example when an order arrives, Shopify automatically sends an email from [email protected] to [email protected] and to the customer with the order details. They are reaching the customer but not getting to us. I've even proved that creating a new customer, say [email protected] and then trying to send an email to them via Shopify doesn't work either (but it does if you send a normal email via an email client and does for any other customer). All other emails seem to be working, it just won't send to anything on the same domain. Previous to upgrading to cPanel we authenticated the domain using the CNAME and DMARC records and this still shows in Shopify as being authenticated. Our web host isn't able to see anything wrong and say the settings are all the same as any other Shopify site they host. I'm a bit lost with all this, can anyone suggest how to fix this? Many thanks, Trevor.

Reasons and Causes of the Problem

The issue mentioned, where Shopify is unable to send order emails to the store owner, can have various causes. Some of the reasons could be related to email authentication settings, changes in domain configurations, email routing issues, or even Shopify's email sending mechanism.

Guide to Solving the Problem

To fully solve the problem of Shopify being unable to send order emails to the store owner, follow these steps:

  1. Check Email Authentication Settings: Ensure that the domain authentication settings in Shopify are correct and up to date. Verify the CNAME and DMARC records.

  2. Domain Configuration: Review any recent changes in the domain configuration that could be affecting email delivery. Check for any conflicts or misconfigurations.

  3. Email Routing: Verify that email routing rules are correctly set up to allow Shopify emails to be delivered to the store owner's email address.

  4. Shopify Settings: Double-check the email settings within Shopify to ensure that the correct email addresses are specified for order notifications.

  5. Contact Shopify Support: If the issue persists, reach out to Shopify support for further assistance. They can help troubleshoot the problem and provide specific solutions.

Follow these steps meticulously to resolve the email delivery issue and ensure that order emails are successfully sent to the store owner.

Questions and Answers

Q: Why are order emails from Shopify not reaching the store owner?

A: The problem could be related to email authentication settings, domain configurations, or email routing issues.

Q: What should I do if Shopify is unable to send emails within the same domain?

A: Check the domain authentication settings, domain configuration changes, and email routing rules to identify and resolve the issue.

Q: How can I verify that Shopify is configured correctly to send order emails?

A: Double-check the email settings within Shopify, especially the recipient addresses for order notifications.

Q: Should I contact Shopify support if the issue persists?

A: Yes, reaching out to Shopify support can provide additional assistance in troubleshooting and resolving the problem effectively.

This detailed guide should help address the issue of Shopify being unable to send order emails to the store owner. By following the steps outlined and understanding the potential causes, you can ensure smooth email delivery within your eCommerce setup.