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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 its 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 help ensure your emails are reaching its intended recipients, we recommend whitelisting the email address from which the notifications are sent from as well as whitelisting Zuora's IP address.

Whitelisting the Email Address From Which Notifications are Sent

End customers (the email recipients) can whitelist the email address from which the notifications are sent from by adding the sender's email address to their Contacts or Address Book. For example, if your company is sending your invoices from billing@yourcompanyname.com, your end customer should add the email address billing@yourcompanyname.com to their contact list or address book to ensure all emails from your company are delivered to the recipient's inbox.

Depending on which mail server you use, you may have additional options for whitelisting such as adding certain email address or email domains (for example, zuora.com or yourcompanyname.com) to a "safe list" that does not get filtered as spam.

Configure Your SPF Record

Publish your SPF record in DNS records of type TXT under your domain name (name.com). The terminology used herein is from a
DNS context.

For example:

v=spf1 mx -all

In this example, the only hosts authorized to send email claiming to be from your domain are the ones listed in your MX records.

The shortest SPF example that includes invoices from Zuora:

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

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

Another way to accomplish this is to reference Zuora's SPF record instead of a specific host. The advantage of this is that if Zuora adds more email gateways, no change is necessary to your record:

v=spf1 mx ip4:64.79.155.0/24 ip4:207.218.90.0/24 -all

Last modified
16:27, 21 Nov 2016

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