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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    My reply emails are going to spam

    Asked by moore.pedro on August 29, 2016 at 04:57 PM

    Hi,

    I have a form so people can submit an online booking request http://bumpnplay.com/booknow/.

     

     

    Once they do I get an email from them completing the online form I reply to them but all my customers keep saying they didn't receive it.  Then when I tell them to check their spam they find it in there.

    I just changed the email address from hello@bumpnplay.com to bumpnplaygames@gmail.com.  I'm not sure if that will make a difference or not.

     

    But why are all my emails going to the customer's spam folder?  I'm losing sales as a result of this.

    Page URL:
    http://bumpnplay.com/booknow/

    reply submission reply spam folder
  • Profile Image
    JotForm Support

    Answered by Mike on August 29, 2016 at 07:35 PM

    Thank you for contacting us.

    Some email providers might be strict to the email messages sent on behalf of another sender. In this case, you might consider using our recommended senders noreply@jotform.com or noreply@formresponse.com instead of your custom sender ('From:' field).

    Alternatively, you might consider replying to the form email notifications using your webmail or email clients instead of JotForm. In this case, the email messages will be sent from your email server, so they will have a better trust score.

    If you need any further assistance, please let us know.

  • Profile Image

    Answered by moore.pedro on August 30, 2016 at 11:46 AM
    Hi,
    When I get the email from the online form submission it comes in my inbox and I just hit the reply button from Gmail then I add my content. 
    When I get other emails and I reply it works but I'm noticing it's only when I reply to a jot form it seems to go into a customers/recipient spam. 
    Pedro
    Get Outlook for iOS
    ...
  • Profile Image
    JotForm Support

    Answered by Mike on August 30, 2016 at 01:48 PM

    Is this happening with some specific email providers (e.g. when you reply to @hotmail.com or @gmail.com)? I think that replying via Gmail should not place the emails to the spam in most cases.

  • Profile Image

    Answered by moore.pedro on August 30, 2016 at 04:45 PM
    Yes, originally it was used by hello@bumpnplay.com which is an email i setup through my hosting company and then it's forward to my bumpnplaygames@gmail.com. 
    I'm thinking it may have something to do with hello@bumpnplay.com but I'm not sure. 
    I did just change it to bumpnplaygames@gmail.com to see if there is any issue. 
    Pedro 
    Get Outlook for iOS
    ...
  • Profile Image

    Answered by Patrick Flynn on November 13, 2016 at 11:03 AM

    This is happening to me at my business too. Customers submit forms and I reply to them and never hear back unless they call to say "why didn't you respond to my email?" When I say that I did respond and ask them to search their spam folder they find it there. Any more information on this? It's a very expensive problem!