Verifying Your Customer Service Email Domain

A customer service email serves as a direct communication channel for customers to contact you with inquiries or concerns. It is also used to send automatic order notifications, providing customers with important updates about their purchases. Verifying the domain associated with your customer service email can enhance the credibility of your emails and improve deliverability, ensuring important messages reach your customers' inboxes.

Why Do You Need Domain Verification?

If you have configured a customer service email without verifying its domain, SHOPLINE defaults to using proxy mode for sending emails. However, major overseas email service providers, like Google, are increasingly strict about proxy mode email sending. This method carries a risk of emails being blocked or flagged as spam by the email service provider, resulting in delivery problems. To ensure optimal email delivery, we highly recommend setting up the customer service email with a custom domain suffix and verifying the domain. Verifying the email domain offers the following benefits:

• The email delivery rate can be improved to over 98%, while the probability of emails being marked as spam and ending up in the junk folder decreases.
• User experience is even better as images are automatically loaded in email recipients' clients such as Gmail, without needing to ask the recipient each time whether to display images.
• Your brand domain information can be displayed at the email header sender, making the emails more credible and professional.

Below is a comparison of the effects between an unverified domain and a verified one:

• Unverified Customer Service Email: When a customer receives an email, it displays "sent via shoplineemail.com" along with a risk warning.

  

• Verified Customer Service Email: The customer service email address is displayed as the sender’s address in emails received by the customer.

  

How to Verify Your Email Domain

Configuring Customer Service Email

1. From your SHOPLINE admin panel, click Settings > Basic Settings and go to Basic store information > Customer service email.

   

2. Enter your email address in the input box, then click send code to get the verification code sent to your email. Enter the code in the provided box for verification.

   

3. Click Update to save your changes. Once the verification code is confirmed, the email is successfully validated.

Verify Your Email Domain

SHOPLINE now uses AWS verification to improve the deliverability of your emails. If you haven't verified your email before, you will use the AWS process for verification. If you have already completed a prior verification, you can still verify with AWS separately for additional benefits. Follow these steps:

1. Under Customer service email, click Verify customer service email domain.

   

2. On the configuration page, you will see a list of seven records.

   

   If you have already completed verification before, view the records under the Advanced verification (recommended) tab.

   

3. Log in to your domain provider (e.g., GoDaddy) and add the seven records to your domain's DNS settings.

   Note: Refer to the following articles for domain resolution guidance specific to your domain provider: GoDaddy Domain Resolution Punycode Domain Resolution NameSilo Domain Resolution

4. Wait for 24 hours after adding the records. Then, return to the customer service email configuration page in your SHOPLINE admin panel and click Verify now to complete the verification.

   

5. After verification, you should see the domain status marked as Email domain verified. If verification fails, see "Troubleshooting Your Domain Verification" below for a step-by-step diagnosis guide.

Troubleshooting Your Domain Verification

If your domain verification fails or keeps showing as unverified, you can use Google Admin Toolbox, a free tool provided by Google, to check whether your DNS records have been correctly configured with your domain provider before contacting support.

Checking Your DNS Records with Google Admin Toolbox 

Google Admin Toolbox (toolbox.googleapps.com/apps/dig/) is a free DNS lookup tool that lets you check all the record types required for email domain verification, no account required. 

To check your DNS records: 

1. Go to Google Admin Toolbox.
2. Run the following checks for each record type, comparing results against the values shown in your SHOPLINE admin panel:
   • CNAME records: Enter each of the three CNAME Host records from your SHOPLINE admin panel into the name field, then click CNAME. Confirm that the Record value (Points to) returned by Google Admin Toolbox matches the corresponding value listed under Configure customer service emails module in your SHOPLINE admin panel.
     
   • TXT records: Enter each of the three TXT Host records from your
   • SHOPLINE admin panel into the name field, then click TXT. Confirm that all the TXT records are present and the Record value (Points to) matches the corresponding value under Configure customer service emails module in your SHOPLINE admin panel.
     
   • MX record: Enter the MX Host record from your SHOPLINE admin panel into the name field, then click MX. that the MX record is present and the Record value (Points to) matches the value listed under Configure customer service emails module in your admin panel.
     
   • If a record is not found: Google Admin Toolbox displays Record not found. This means the record is either missing or has not yet propagated. Check that you have entered it correctly in your domain provider’s DNS settings.
     
3. If a record is missing or shows an error, log back into your domain provider and re-enter it carefully. Pay attention to whether you need to strip the domain name from the host value (see the Important note in the "Verifying Your Email Domain" section above for the reference table).
4. After correcting any records, wait up to 24 to 48 hours for DNS propagation, then click Verify now in your SHOPLINE admin panel.

Frequently Asked Questions About Customer Service Email Domain Verification

Q1. Why does verification fail?

Verification typically fails due to missing or incorrectly configured DNS records at your domain provider, or a mismatch between your customer service email's domain suffix and the custom domain bound to your store. For a full step-by-step diagnosis guide, including how to check your records with a free tool, see "Troubleshooting Your Domain Verification" above.

Q2. Can one domain email be bound to multiple stores?

It is not recommended to bind multiple stores to one domain email, as it may cause conflicts and affect email delivery rates.

You can generate a subdomain for your domain and then configure it to a new store.

For example, if you have two stores, one store is bound to the domain of example.com and uses the customer service email of service@example.com while the other is bound to the domain of tw.example.com and uses the customer service email of service@tw.example.com.

Q3. When the store changes to another brand email with a domain, is re-verification required?

Yes. When your store switches to another brand email or corporate email with a domain, you need to re-verify it. However, if you still use the original verified email address after modification, re-verification is not required.

Q4. Why does it still display "sent via emailshopline.com" after successfully verifying the domain?

It may take 5-30 minutes after successful domain verification for emails to display as sent by the brand email.

 Q5. Why does an email sent to a QQ Mail account display "sent via emailshopline.com"?

Emails received in QQ Mail accounts are typically displayed this way. For overseas recipients, the brand email's domain is usually shown as the sender's email domain.