Route Shopify Email and Notification Replies
Shopify has a single sender email address, set once in the admin, and it covers both Shopify Email campaigns and every order notification the store sends. There is no separate Reply-To field, so the sender email is what you change.
What to paste: shop@reply.yourbrand.com
Your domain has to be verified in Know Reply first. See How a reply domain works.
Change the sender email
Section titled “Change the sender email”- From your Shopify admin, go to Settings, then Notifications.
- Find the Sender email section.
- Replace the current address with
shop@reply.yourbrand.com. - Click Save.
Shopify will show the domain as unauthenticated, because the DKIM and SPF records on your reply subdomain belong to Know Reply, not to Shopify. That is expected, and it does not stop replies reaching you. Shopify falls back to sending from no-reply@shopifyemail.com (or a store+123@shopifyemail.com style address) and puts your sender email in the Reply-To header, which is exactly the routing you want. The trade-off is the from address your customers see.
If the branded from address matters more to you, keep your authenticated root-domain address as the sender and accept that replies go to that mailbox instead. In that case connect the mailbox directly rather than using a reply domain. See Connecting Email.
Marketing and transactional both follow this setting
Section titled “Marketing and transactional both follow this setting”Order confirmations, shipping updates, refund notices, abandoned checkout emails, and Shopify Email campaigns all use the sender email from Settings > Notifications. One change covers them. That is convenient, and it also means a customer replying to a shipping notification and a customer replying to a campaign land on the same address.
If you want them separated, some notification templates let you override the reply-to in the template Liquid. Adding Reply-To: shipping@reply.yourbrand.com to the notification’s headers routes that template on its own, and you can map that address to a different agent in Know Reply.
Shopify Forms and Shopify Inbox are separate
Section titled “Shopify Forms and Shopify Inbox are separate”Shopify Forms sends its own confirmations and Shopify Inbox handles chat. Neither uses the notification sender email, and neither is covered by this change.
Check it worked
Section titled “Check it worked”Place a test order on the store, reply to the order confirmation, and confirm the conversation appears in Know Reply.
More on the Shopify side of the workflow: Know Reply and Shopify.