Common Email Troubleshooting Tips & Sender Authentication

This tutorial will provide tips and common email troubleshooting steps if you or your client are not receiving order confirmation, shipping confirmation, user confirmation, or other emails from the Company Stores platform (BrightSites).

Where to start:

• Are you using a custom From email address in the store (e.g. not noreply@mybrightsites.com?)  If so you need to follow the steps under Sender Authentication below.
• For general email troubleshooting tips, see Additional Troubleshooting Steps below.
• If you're having trouble with MOAS emails being automatically approved or denied, see the steps below under Orders are Approved/Denied Automatically via MOAS.

Sender Authentication

If you are using a custom From email address (e.g. stores@mycompany.com instead of noreply@mybrightsites.com), you must follow the steps below.  If you do not follow these steps there is a high likelihood emails will not be delivered due to changes in 2024 by many major email providers.

1. Setup an SPF record for the domain name in the FROM email address
   (you would use ip4:168.245.73.60 in your SPF record).
2. Contact us to get the proper DKIM records for the domain name in the FROM email address.  Please note there is a charge for implementing sender authentication.
   
3. Ensure you have a DMARC record in place for your FROM domain.  If you need help implementing a DMARC record please reach out to your e-mail provider, OrderMyGear is unable to advise on this topic.

Additional Troubleshooting Steps:

1. Check spam filter - depending on your e-mail provider, you may have both a local spam folder and a secondary online spam filter.
2. Verify the email address the message is going to is accurate (i.e: user email & admin BCC emails).
3. Have your e-mail server administrator whitelist 168.245.73.60.
4. Change the From Email on your store to noreply@mybrightsites.com. Many e-mail servers will block an e-mail if the From Address on an email is not the same as the server the e-mail is sent from (for example, if your From Address is orders@mystore.com, this may be an issue as the e-mail is actually sent from our server, which is mybrightsites.com for Company Stores). If you are required to have a specific From address, you’ll need to see Sender Authentication above.
5. If using the MOAS feature verify that the MOAS email address that the orders are being sent to is correct. For this step there are multiple locations that the MOAS email may be setup under in the store. If you're finding orders are being automatically denied via MOAS, please see below.

Orders are Approved/Denied Automatically via MOAS:

We recommend working with your client's IT team as some companies will utilize Email Security Software which scans and clicks links in emails. One way of determining if this is the cause is having your client place a test order and wait for them to receive the email and advise they make no action on it. If the order is automatically approved or denied without any action from your client, it's likely a setting within their Email Security Software that would be causing links to be automatically clicked.

Here's some common settings we've seen utilized in the past that we recommend your client's IT team review:

• "Safelinks" email security settings.
• "Advanced Threat Protection" email security settings.
• "On-Click Link Monitoring" email security settings.