Troubleshooting email treated as spam (European merchants) [NB]

If your online store's domain is connected through DNS, the automatic email notifications that are sent to your customers from your store can be flagged as spam. To prevent this, you will need to create an SPF (Sender Policy Framework) DNS record with your hosting provider.

NOTE: This is NOT required if If you connect through a name server.

Why is an SPF record necessary?

Lightspeed eCom sends all automatic email messages through Lightspeed's central mail server (getseoshop.com). Each online store has its own domain and email, and thus, email clients such as Gmail may flag these automatic email messages as spam because Gmail will not recognize Lightspeed's central mail server as an authorized representative to send email on your behalf. To prevent automatic email messages from ending up in spam folders, you must add an SPF record to your DNS settings.

To create an SPF record

This procedure may vary depending on your hosting provider.

If you haven't yet set up your online store's domain, see Setting up your store's domain.

  1. Go to your hosting provider's portal and select the domain name you want to add the SPF record to.
  2. Once there, you must edit the DNS record for the domain. The exact location will vary depending on the hosting provider.
  3. Once you've located the DNS record, edit its TXT record (which is the Type record):

    a. Name - @ b. TTL – 1 Day c. Type – TXT

    These names can vary depending on the hosting provider, but the input values are the same.

  4. Copy the following code and paste it into the empty Value field next to TXT:

    v=spf1 include:_spf.webshopapp.com a mx ~all

    This is the actual code that prevents automatic email messages from the Lightspeed mail server as being flagged as spam/junk mail. If you cannot enter a TXT type, the SPF record with your hosting provider will likely have a different name, or needs to be added in a special way. If this is the case, contact your hosting provider for help.

    If the Value field already contains some code, simply add the new code next to it.
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