This guide outlines common causes and solutions for email and SMS delivery issues you might encounter with SHOPLINE notifications. By following these instructions, you can optimize communication between your store and your customers.
In This Article
Email Delivery Issues
Common Issues and Solutions
If you are experiencing difficulties receiving emails, here are some potential causes to review:
- Spam Filtering: Targeted emails might be intercepted by your email provider's spam filter. Please check your spam folder.
- Inbox Delivery: Some emails might bypass notification systems and land directly in your inbox. Check your inbox for any missed messages.
- Network Connectivity: Ensure a stable internet connection to receive emails reliably.
- Email Domain Configuration: Verify that your email domain is configured correctly within SHOPLINE.
Advanced Troubleshooting: DNS Verification
If you suspect issues with your domain name system (DNS) configuration, consider troubleshooting DNS resolution to ensure it's correct. If you find any issues with the resolution, you may need to contact your domain registrar or DNS service provider for further assistance and guidance. Here are two methods for troubleshooting DNS issues:
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Using Online DNS Lookup Tools: Numerous free online tools can assist in verifying your DNS settings.
- Using Command-Line Tools for DNS Queries:
1. Choose the appropriate tool based on your computer system and execute the corresponding commands:
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- Linux and macOS systems: Open Terminal and execute the "dig" command followed by the domain name you want to query (e.g., dig example.com).
- Windows systems: Open Command Prompt (CMD) and type "nslookup" followed by the domain name you want to query (e.g., nslookup example.com).
2. Examine the DNS status, A records, MX records, CNAME records, etc. Here's a quick explanation of common statuses:
DNS Status | Explanation |
NOERROR | No errors occurred during DNS resolution. |
NXDOMAIN | Domain does not exist (not registered on a DNS server). |
SERVFAIL | Server failure (internal DNS server errors or configuration issues). |
REFUSED | Query refused (security settings or DNS server policies). |
TIMEOUT | Query timed out (network issues or delayed responses). |
FORMERR | Incorrect query request format. |
3. Interpret the Results:
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- If records appear normal, corresponding IP addresses will be displayed.
- Abnormal results will show an error message.
- Investigate further based on the results or contact your DNS technical support team.
Other Causes
- Excessive Test Email Sending: To maintain optimal email delivery rates, consider pausing the sending of test emails or switching the internal sending channel by following these steps:
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- Go to SHOPLINE admin > Settings > Notifications.
- Under the Order section, click Order Confirmation.
- In the email template, click Switch to new version.
- In the new template, click Send test email.
- Go to SHOPLINE admin > Settings > Notifications.
- Email Domain Verification Failure: Double-check your email domain for accuracy and ensure correct DNS resolution.
- ISP Delays: In some cases, emails might experience delays reaching your inbox due to your Internet Service Provider (ISP). If the wait time seems excessive, contact your email technical support for further assistance.
SMS Delivery Issues
If you are not receiving SMS messages properly, check these common causes:
- No Active SMS Package: Customers won't receive SMS messages without an active SHOPLINE SMS package. Learn how to purchase a package here: My SMS App - Introduction
- My SMS App Scenario Switch: Ensure the scenario switch is turned on within the My SMS app. With it disabled, customers won't receive messages. See the My SMS sending settings guide: My SMS App - Introduction
- Customer's Mobile Settings: Advise customers to review their phone settings and ensure SMS messages are not blocked or redirected to the spam folder.
If none of these solutions resolve the issue, please contact us for further assistance.
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