Emails from Squarespace Form ending up in Promotions tab

A client emailed me about her replies to her clients from her Squarespace form going to Junk > I'm guessing she means Promotions, but want to make sure I'm clear about possible next steps before I reply.

She has a GoDaddy domain and I'm not sure who is hosting her email, but I'm guessing GoDaddy through Microsoft. We connected her domain to SS in November and all was good. She didn't mention if this was new since the privacy rules took effect this year.

I am guessing that the SPF and DKIM records need to be authenticated or double-checked between GoDaddy and her email provider and GoDaddy support will be able to help her.

I don't see any records that she would need from Squarespace to solve this - is this correct? 

I know that's not a lot to go on, but based on emails landing in Junk/Promotions when replying from the Squarespace contact form with a GoDaddy domain and email, where would you say the problem lies? I've Googled a lot but some first hand experience would be great. Thanks!

That sounds like a behavior that's worth reporting to Squarespace support. If they already have SPF and DKIM in place, though, it might have to do with some other factors, like the content of the email reply.

Next time your client sends a reply to a form submission, have them check if the original email is included in the new email. If it is, the recipient's email provider might be interpreting the content (or even the structure of the content) as a promotional message or spam, and deleting it could help avoid that filter.

Just now, PixelSoda said:

That sounds like a behavior that's worth reporting to Squarespace support. If they already have SPF and DKIM in place, though, it might have to do with some other factors, like the content of the email reply.

Next time your client sends a reply to a form submission, have them check if the original email is included in the new email. If it is, the recipient's email provider might be interpreting the content (or even the structure of the content) as a promotional message or spam, and deleting it could help avoid that filter.

Thank you 🙂 I have since found about 4 threads on the forum with many people reporting this issue. I thought maybe it was the SPF records on her GoDaddy, but I'm thinking it is a SS issue they are aware of and it may be best to start a new email reply and remove all links in the reply so it doesn't get marked as spam.

Oh yah, starting a fresh email definitely couldn't hurt!

I'm honestly not sure if this would help, but I'm curious if adding their email address to the Email Campaigns panel might help. Setting up sender details would generate an SPF and DKIM record for Squarespace, but I don't know if they would apply to form submission replies. I suppose it couldn't hurt if you felt like giving it a whirl.

Here are some guides in case anyone else comes across this thread and wants to give it a try:

Setting up sender details

Merging SPF records (if you already have an SPF record)