Email Marketing going to Spam; Verified email under Settings has dissappeared

[wanderinggoat]

We have sent a number of marketing emails in the past from our verified email in order to avoid the newsletters landing in Spam folders. Recently, our marketing emails began to send again from the generic squaremktg.com and the option to send from our verified email has disappeared. I called support and they were also baffled as to why the option was missing under Settings. I was told that I would receive an answer within 1-2 business days, and that has not happened. Any idea as to what is going on? Thanks! 

[_Violet]

Hi there, @wanderinggoat- Thanks for reaching out to us here on the Seller Community.

I'm not sure of the answer to this one myself, so I'm going to consult with the Square Marketing support team on this one to get the best answer for you. 

I'll reach back out to you here once I gather more info!

[wanderinggoat]

Thanks Violet! The issue seems to have perfectly timed with the new DMARC requirements that Google and Yahoo imposed on February 1st. In order for our emails to send without the string of numbers associated with our store ID, we needed to authenticate our email with new DNS settings. Without the ability to send from a verified email address, the marketing function is somewhat useless as the majority of email land in Spam folders. 

[wanderinggoat]

Any updates on this thread? I've also yet to hear back from my initial phone inquiry a few weeks back. 

[wanderinggoat · Accepted solution]

Why do I get the feeling that I won't hear back from anyone about this forever. 

[_Violet]

Hi there again @wanderinggoat - Apologies for the delayed response here.

The Marketing Team let me know the following, "Due to changes with Google and Yahoo, there are certain emails that can no longer be used for Custom Sender Profiles. Sellers who do not own a domain can no longer use the Custom Sender Profile feature. Instead, email campaigns will be sent from the email address ending with “@squaremktg.com.” Sellers who use Square Marketing were sent an email from the Marketing Team last month to notify them of this."

If you do own your domain, you will need to follow the steps in this Support Article with your domain host. If your site is with Square, you will need to set this up with our Square Online Support Team.

I hope this information provides some insight for you, but please let me know if you have any additional questions.

[wanderinggoat]

We do own our domain, and yet no one from any department has yet been able to give us the information needed to update our DNS settings. 

[wanderinggoat]

Thanks Violet! When adding the new DNS records, the link you sent says, "XYZ values are provided by Square." Do you know where I can find those values, or do I need to speak with a specific department. Thanks! 

[wanderinggoat]

For anyone who stumbles upon this thread, I have yet to hear back from Square regarding the settings to ensure that our marketing emails do not land in Spam folders. I have made several phones calls, been transferred to many departments, and received an email stating that I would receive the values shortly. That was almost two weeks ago. My patience is getting remarkably short. 

[wanderinggoat]

I have still heard nothing back from Square. 

[wanderinggoat]

I'm totally out of patience. I have yet to receive an answer from Square, and have been passed around to numerous departments who seemingly have no idea of the issue at hand. This is going on two-months and completely embarrassing.