A customer who never gets the order confirmation cannot tell whether the payment went through, so they call you. In e-commerce, email is not a marketing channel but part of the sale: it has to reach the inbox.
When the order confirmation does not arrive, the customer cannot be sure the payment went through. When the shipping notice fails, “where is my parcel?” lands on you. When the password reset never appears, the customer cannot log in — and often does not come back.
What these messages share is that they are transactional, not promotional: expected, opened at high rates and intolerant of delay. When their delivery is not handled separately, they end up in the shadow of campaign traffic.
If you answer “no” to even one of these, some of your transactional email may not be reaching the inbox. All of them are configuration issues, not content problems.
You can check the first three items with the free security check tool in 30 seconds.
Unexpected, sent in bulk, with high complaint and bounce rates. A campaign performing badly is normal; the consequences should stay within that campaign.
Expected, sent to a single recipient, opened at high rates. When it fails the customer is left in the dark, and the result turns directly into support load and cancellations.
MXGate evaluates the two separately, so campaign signals never affect your order confirmations. For how the outbound side works, see outbound filtering.
The number of domains is not capped; plans differ by monthly email volume.
There are three common causes: the sender cannot be verified (missing or broken SPF, DKIM or DMARC), transactional mail leaving from the same source as campaigns, and a low-reputation sending IP. All three are configuration problems; nothing needs to be wrong with the content.
Campaign email naturally generates more complaints and more bounces. When both leave from the same source, those negative signals also affect your order confirmations. Once separated, a newsletter’s performance cannot stop a customer receiving a password reset.
The records live in your domain’s DNS zone. We give you the values to add and can apply them with you during setup. You can also check the current state of your records in advance with the free security check tool.
Any platform that can send with authentication will work. If you use an off-the-shelf store package, the credentials we provide go into its sending settings; if you run your own software, the same details go into its mail configuration. No changes to the store software are needed.
Yes. For every message, a delivery, hold or rejection record is kept in the panel together with the reason. Your support team can answer “did the customer get the order confirmation?” from one screen, without digging into server logs.
