Email Not Receiving? Login for Full Documentation

There are a few reasons why your customers may not be receiving emails from your Flex Catering installation:

– It is going your customer’s Spam/Junk Folder.

– The customer’s email system is blocking the email even before it reaches the Spam folder.

Flex Catering can run your the your domain name, which means the email deliverability relies on your domain name reputation. New domain names normally have lower reputation than domain names that have been around for some time and have gained reputation. Reputation is gained on good practice such as not sending unsolicited mass emails, not being hacked, using the correct DNS entries, age of the domain among others.

Email spam filter have become more and more strict. They use a combination of checks to classify the email as genuine or spam. In the attempt to reduce spamming the email systems spam filters (such as Outlook and Google) may cause false negatives and flag genuine emails as spam.

There are a few practices to pass some anti spam checks and minimize the chance of emails going to spam:

1. Enter the SPF correctly in the DNS.

2. Enter the DKIM correctly in the DNS.

SPF and DKIM are authentication methods entered in your DNS (domain name services), where your DNS authorises Flex Catering to send emails on behalf of your domain name. If we are managing your DNS, we will enter this for you once the installation is live. If you manage your DNS, please contact us to request the SPF and DKIM DNS entries. We normally send those once the installation is going live.

3. Make sure the ‘system/website domain name’ and the ‘sender email address’ are using the same domain name. For example:

Website Domain Name: www.flexcateringhq.com
Ideal Sender Email Address: [email protected]
Not Ideal Sender Email Address: [email protected]

Spam Filters may potentially flag this as spam once the domain name sending emails (www.flexcateringhq.com) and the email address domain sending the emails ([email protected]) are different. This may be classified as phishing by anti spam systems.

The Sender Email Address can be configured by going to System > Settings > Field Sender email address.

Note: Some spam filters are very strict and may still flag some emails as spam, even after you setup SPF, DKIM and correct email sender.