Form Block: Email going to spam when replying to form submission email

Site URL: https://www.leonielaperriere.com/

Hello,

When I reply to someone who wrote to me through the form block, most of the time, I think they go to spam.

It's not really nice, because it can cause me to lose some customers.

Does anyone have any advice on this? It would be much appreciated.

Squarespace is not involved in an email communication from you to someone else. SS or we can't do anything active to help you with this problem.

Likely causes are to do with mail settings in your Client. Possible you will need to make sure you are sending your mail using the SMTP server for your domain.  Ask whoever gives you the email address functionality.

Then you can add domain name records to you domain to fix this problem with these links.

https://support.google.com/a/answer/174124?hl=en
https://rejoiner.com/resources/email-authentication/

Thank you for your answers! I'll check that out. 

Has there been any progress with figuring out this issue. My client is getting very frustrated that she is replying back to inquires and not hearing back only to get repeat submissions on her forms complaining that people haven't heard back from her. She is using a basic gmail address and the replies end up caught in spam regardless of the device or email client she responds from.

@arosado

This is an email issue not an SS issue. However the questions your client is asking might appear to be spam filter trigger words/phrases. I'm thinking some of the words might be too similar to male enhancement spam.

As a test have you tried not including the original form fields and responses in the reply?

The device or program your client uses would not have an effect on how the receiving email server/client is deciding to classify an email as spam.

Another thought occurs. Given that it is a Gmail address it is possible that the address has been used before, for spamming purposes and has ended up on a blacklist. As a test you could set up a test gmail address, copy the form on a hidden page, change the form email submission address, use the form, and see if you get the same kind of issue.

Let us know what you find out.

I've been having the same problem. 

My reply to an email that come in to my hotmail account via Squarespace form almost always end up in the sender's spam folder.

I've found a way to avoid it; I start a new thread with a copy of the original enquiry: rather than responding to their original enquiry via form, I copy and paste their original email at the bottom in my reply.

Our exchanges do not include any weird words and sound nothing like spams. Also this way my replies reach to their inboxes, which proves nothing to do with the content in the emails.

I wish I could just reply to their original email as this is a little extra work.

I am having trouble with this too. I'd love to just respond to the original message just as key information from it needs to be referred to. Did you ever figure it out or are you still just starting new threads?

I’ve been having this same issue for years.  I have a personal website and use my personal gmail account that I’ve been using for nearly fifteen years.  All replies i send to customers that contact me via the form submission on my website go directly to spam.  I have yet to find a fix.  I hear many people say “this is an email issue” and not a Squarespace issue, but it ONLY happen with clients who contact me via the squarespace form.  It’s absolutely costing me work and I would love to find an actual solution.

I am having the same issue. Just finished creating my website and when someone fills out the contact form, my replies are going to their spam folders so, they think I have not responded to their initial inquiry.

2 minutes ago, EMRS said:

I am having the same issue.

Please post the URL for a page on your site where we can see your issue. I can't say for sure we can help but I'd like to see how my email responds to your reply to a test form submission I make on your site.

A link to the backend of the your site won’t work for us, i.e. a url that contains /config/.

Please set up a site-wide password, if your site is not public and you've not already done so.

Post the password here.

Adding a site-wide password does not allow anyone to alter your site. It only allows those with the password to see your site.

Please read the site-wide password and how to share a link documentation to understand how they work.

We can then take a look at your issue.

You may find How to post a forum question post useful.

This has also been happening to me when I reply directly to a form submission from my Squarespace website. seems my replies have ended up in junk/spam folders and are getting missed.

I have missed out now on a big project which is really frustrating which made me google the issue and find this thread.

Has anyone figured out the reason why replies to contact form submission are going to spam folders?

Thanks

hello I have managed to solve it with a workaround. If you are using gmail as client, go to settings - all settings - filters and blocked addresses - create a filter for the address form-submission@squarespace.com and select - never send it to spam.

test once. this applies to receiving mails from squarespace not replying.

hope it helps.

Hi!

I just realized this is happening to our email replies to customers who've used the contact form on our Squarespace site. I figured it out because we lost an over $5,300 sale when a customer who placed the order and then reached out to ask a question, got suspicious when he wasn't hearing back from me. I use a Gmail email account and he does as well. I had replied to him a couple of times, but my answers had gone to his junk mail, so he thought I was non-responsive and possibly a fraudulent site. Likewise, I was beginning to get suspicious that the purchase was fraudulent, because the customer wasn't responding to my replies to him.

He ended up canceling the sale, so I'm pretty upset over the loss. Now I wonder how many of my replies to people over the past have gone into those customers' junk mail folders and how many sales losses have resulted from that perceived lack of response.

This doesn't happen all the time, obviously, because I do communicate back and forth with many customers who've initiated the conversation via our contact form. 

Can you please help? I want to do whatever I can to understand how to fix this issue, whether it be in my Squarespace site settings or in my gmail account. 

Thank you for any assistance you can provide. www.archangelsteel.com is my site.

50 minutes ago, ArchangelSteel said:

www.archangelsteel.com is my site.

I have used your form.

12 minutes ago, creedon said:

I have used your form.

Hi, Creedon! 

Thank you! I responded. 🙂

1 hour ago, ArchangelSteel said:

Thank you! I responded.

Me too!

Folks. That particular email came through with no issue so not much for me to see.

I'll reiterate some points. There are no settings to be set to fix these issues on your Squarespace site. Once a form is submitted, converted to an email, it leaves SS's email server and it is out of SS's hands at that point. SS can not influence that email once it leaves their servers. Email is much like postal mail. A letter moves through the system going from point to point until it reaches the destination. The sender is not responsible for what happens to the letter once they've put it in the mail.

If you are having emails ending up in your junk/spam, there are usually ways to mark them as not junk/spam in your email client software. Or you may be able set up a filter as @ViktorB suggests. Of course this only helps you. I check my junk/spam folder every several days.

1 hour ago, creedon said:

Me too!

Folks. That particular email came through with no issue so not much for me to see.

I'll reiterate some points. There are no settings to be set to fix these issues on your Squarespace site. Once a form is submitted, converted to an email, it leaves SS's email server and it is out of SS's hands at that point. SS can not influence that email once it leaves their servers. Email is much like postal mail. A letter moves through the system going from point to point until it reaches the destination. The sender is not responsible for what happens to the letter once they've put it in the mail.

If you are having emails ending up in your junk/spam, there are usually ways to mark them as not junk/spam in your email client software. Or you may be able set up a filter as @ViktorB suggests. Of course this only helps you. I check my junk/spam folder every several days.

In the interest of other people being helped by our correspondence:

Thank you! 

People on here saying it isn't because of Squarespace but when I had a WordPress Website (FREE OF CHARGE) and my emails never went to spam! This problem is becoming ridiculous, I keep getting calls from clientele who never received my reply email -I won't even know how many thousands I loose from clientele my emails never reach?

I just wish there is a number one can phone for Squarespace assistance. This is pathetic for a paid service.