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How do I stop customer emails from getting sent to spam or junk filters?

Zuora

How do I stop customer emails from getting sent to spam or junk filters?

Zuora allows you to email invoices and send a variety of customer notifications from within the Zuora application to your end customers. Some emails do not reach their intended recipients potentially due to spam and junk filters, which can greatly impact your company's ability to collect payment. Customers who do not receive their invoices may not pay their invoices on time, and customers who do not receive notifications regarding their expiring credit cannot provide updated card information.

Solution

To ensure your emails are reaching the intended recipients, use one of the following approaches. 

Configure Advanced SMTP server in Zuora

The Advanced SMTP solution in Zuora is a no-cost option to sending email securely, globally, and at scale. Powered by Amazon’s Simple Email Service (SES) that has pre-integrated with Zuora, the Advanced SMTP server is a great solution requiring no partnership or integration work from your side.  

All emails sent through Advanced SMTP server are authenticated using DomainKeys Identified Mail (DKIM) authentication mechanism. Authentication is one method to build trust with email providers and can validate legitimacy of emails. When authenticating an email, you must provide evidence that you are the owner of the account and your emails have not been modified in transit. 

Meanwhile, Advanced SMTP complies with Domain-based Message Authentication, Reporting and Conformance (DMARC). DMARC is an email authentication protocol that uses DomainKeys Identified Mail (DKIM) to detect email spoofing, which serves as an additional step to ensure that your emails are identified as trusted by the email providers of your customers.

For more information about enabling Advanced SMTP, see Configure an SMTP server for email notifications.

Configure External SMTP server 

You can set up an external SMTP server in Zuora and configure either or both of SPF and DKIM records to send notification emails through your own server or a third-party vendor such as SendGrid.

To configure an external SMTP server in Zuora, see External SMTP server for more information. If you use a third-party SMTP server, you can reach out to the vendor to get the setting details. SendGrid's integration documentation is provided as an example.

Configure SPF record for default email server

For Zuora default email server, ensure that you publish your SPF record in DNS records of type TXT under your domain name (yourcompanyname.com). The terminology used herein is from a DNS context.

The SPF example to authorize Zuora's email server host:

v=spf1 mx a:zgateway.zuora.com -all

In this example, the only hosts authorized to send emails claiming to be from your domain are Zuora's outbound email servers and the ones listed in your MX records.