Set a custom sender address for customer email notifications

DecoNetwork allows you to customise the sender and the reply-to address address used for system notifications and for order-related emails. This helps ensure your communications appear to come from your brand while improving trust and deliverability. When you set a custom email address using your own domain, you must also authorise that domain to allow DecoNetwork to send email on your behalf. This is done by adding an SPF (Sender Policy Framework) record to your DNS.

If you are using a custom DecoNetwork order-reply email domain, you will need to add the correct SPF entry to your DNS so that your messages are not rejected or marked as spam. For detailed instructions on how to add SPF for a DecoNetwork-managed order-reply domain, see:
Adding an SPF Record for Your DecoNetwork Order-Reply Email Domain .

This article explains how to configure your order-reply email settings to support reliable email delivery.

Watch the following video for an explanation of how to configure your order-reply email address and SPF record. Read below for written instructions,

In This Article

• Prerequisites
• Why set custom sender/reply addresses?
• How to Configure the Order-Reply Email Settings
• Best-Practice Tips
• Troubleshooting
• FAQs
• Additional Resources

Why

Setting up custom sender and reply-to email addresses provides these benefits:

• Improves email deliverability and prevents mail from being flagged as spam.
• Ensures emails appear to come from your brand, not DecoNetwork’s default sender.
• Provides consistent customer communication and higher trust.
• Allows customer replies to reach your monitored support inbox.
• Meets DNS authentication requirements when sending from a domain you control.

Prerequisites

• You must have Administrator access in DecoNetwork.
• You must own the domain you want to send email from (e.g., yourbrand.com).
• You must have access to your domain’s DNS records to add or modify SPF.
• If using a DecoNetwork-managed order-reply domain, follow the dedicated SPF guide linked above.
• DNS changes may take up to 48 hours to propagate.

How to Configure the Order-Reply Email Settings

1. Log into your DecoNetwork Website.

2. Browse to Admin → Settings.

   

   

3. Click Email & Order Templates, then Order-Reply Email.

   

4. Enter the sender address into the Order-reply email address field (e.g., support@yourbrand.com).

   

   Click the thumbnail to enlarge.

   If a customer replies to a DecoNetwork email, it will go to the email address specified. It is important that the Domain Name System (DNS) is properly configured to allow this. Not setting up the DNS properly will result in DecoNetwork email being rejected as spam or junk by the email systems that receive the email. To set up the DNS, your domain name administrator will have to set up an SPF record which authorizes the DecoNetwork system to send emails on your behalf. See the article, How to Add an SPF Record for Your DecoNetwork Order-Reply Email Domain, for instructions.

   Note, It may take up to 48 hours for SPF records to propagate.

5. Click Save.

Best-Practice Tips

• Use a professional domain (e.g., yourbrand.com), not free email services.
• Ensure your sender and reply-to domains match where possible.
• Keep your DNS records clean, avoid duplicate or conflicting SPF entries.
• Test deliverability after making DNS changes.
• Monitor spam folders to ensure messages are being authenticated correctly.

Troubleshooting

• Emails are going to spam:
  • Confirm your SPF record includes include:_spf.secure-decoration.com.
  • Use an SPF validation tool to check for syntax errors.
  • Ensure your sender address domain matches your DNS setup.
• Customer replies are not being received:
  • Verify the reply-to address is correct and monitored.
  • Check for spam filtering or incorrect forwarding rules.
• You cannot use a custom sender address:
  • If your domain does not support custom DNS changes, leave the field blank to use DecoNetwork's default sender.

Frequently Asked Questions

• Can I use Gmail, Yahoo, or Outlook as my sender email?
  Not recommended. These providers often block SPF authentication for third-party senders.
• Does this affect all DecoNetwork emails?
  Yes, both general notifications and order-reply emails use these settings.
• How long does SPF take to activate?
  Up to 48 hours, depending on DNS provider caching.

Additional Resources

• Setting your order-reply email
• Adding an SPF Record for Your DecoNetwork Order-Reply Email Domain
• Authenticating Your Custom Domain with DKIM and DMARC