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Best Practices for sending email via the B2C Commerce platform

Data pubblicazione: Feb 16, 2026
Descrizione

What are the best practices for sending email via B2C Commerce platform's built in SMTP server so that sent mails (such as account creation confirmations, password reset mails, and order confirmations) are not filtered or blocked by email provider spam systems?
 

Risoluzione

As mentioned in Sending emails through the B2C Commerce platform's email (SMTP) server, Salesforce Commerce Cloud cannot control what happens with emails once they have been sent. However, emails sent from the Commerce Cloud B2C platform can be configured to utilize an SMTP server of your choice as outlined in the Business Manager Email Configurator platform documentation.

Our recommended best practices when utilizing the Commerce Cloud B2C platform to send email are outlined below:


1. Always change the sender email address in Business Manager from noreply@demandware.net to your own domain, at noreply@<your domain>
To change sender email in the default SFRA implementation, please log into your environment on Business Manager and navigate to Merchant Tools > Site Preferences > Custom Preferences AKA Custom Site Preference Groups > Storefront Configs AKA Storefront Configurations > Customer Service Email
The sender of an email can also be defined in your customization. Please get in touch with your implementation partner or development team to configure these changes. A detailed description of the dw.net.Mail class can be found here.
 
2. Reverse DNS (PTR) is pointed to production.<realm>.<customer>.demandware.net

3. Configure SPF record to add production.<realm>.<customer>.demandware.net to authorize the sender in the PTR record -- a:production.<realm>.<customer>.demandware.net

4. Craft mail content carefully to help in avoiding automatic spam filter flags. Spam filters adapt frequently, so there is no fixed set of instructions for this step. Among many other things, you can minimize your usage of ALL CAPS, spam-associated keywords, and long subject lines.

5. For marketing emails, a third-party mail service is recommended as the basic SendMail functionality does not lend to mass-email capability.

6. Starting in the 24.1 release, the Commerce Cloud B2C platform supports DKIM. For more information, please see DKIM Support for the B2C Commerce platform.


Additional Information

  • SPAM checking is executed by the mail receiver, which could be the server or client.
  • It is important that you select the correct hostname for your SPF record.
  • Unlike FTP and other webservice calls that come from a shared POD Outgoing IP, email headers are configured via NAT to originate from the Production i.e. production.(customer.realm).demandware.net, and will use the Production Business Manager IP address regardless of whether the calls are from the Development, Staging and Production instances. It is recommended that this domain be added to your SPF record for verification of email origin
  • The production hostname should be in the following format: production.[realm].[customer].demandware.net 
  • In case of any failures, a non-delivery notification email is send out with an RCTP header pointing to the original FROM address. Please check the inbox for this FROM email address for notifications of any failures in the sending process.
    Note: This failure notification email will be sent from outgoing.PODXXX.demandware.net instead of production.[realm].[customer].demandware.net .
  • Also, it is only possible to have one SPF record in the domain's DNS zone. Multiple SPF records may not be supported by some hosting providers, and this setup can interfere with authentication. In the event you need to include more than one SPF record in your DNS zone, best practice is to merge them into a single record by including all the values or mechanisms in the same record.
  • Custom email can be set up outside of storefront rules.
  • IMAP is an email retrieving protocol which is not supported by us. You will need to reach out to your domain provider for that.
Numero articolo Knowledge

000391416

 
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