E-mail deliverability

Overview

Facebook/Instagram will send customer communication e-mails in the following events:

  • order confirmation;
  • shipping confirmation;
  • delivery confirmation;
  • order cancellation;
  • return complete confirmation.

It is essential that emails sent by Facebook/Instagram are not blocked by your organization's email infrastructure, so your team can handle the messages from your customers.

If you're not receiving emails from Facebook/Instagram, check that you haven't changed your email notifications settings. If the issue persists, you should contact your IT department. They will likely be able to perform a check of the controls described in this guide.

This guide provides information on the mail servers used to send emails so that you can ensure these emails are deliverable.

Ensuring E-mail deliverability

Email domains

Every single email that is sent originates from the following domains:

  • @support.facebook.com
  • @support.instagram.com
  • @shopping.instagram.com

Your email administrator must add these domains as a safe sender to your email host, otherwise you will not be able to receive the customer communication e-mails.

Email servers

Your email administrator must whitelist these email origin servers' IP addresses to ensure that your organization does not reject Facebook/Instagram Shopping emails.

66.220.144.128/25 (66.220.144.128-66.220.144.254)
66.220.155.128/25 (66.220.155.128-66.220.155.254)
69.171.232.128/25 (69.171.232.128-69.171.232.254)
69.63.178.128/25 (69.63.178.128-69.63.178.254)
69.63.184.0/25 (69.63.184.0-69.63.184.126)

Verify email origin and DKIM

To prove that emails coming from these domains actually originate from Facebook, we use the industry standard technology DomainKeys Identified Mail (DKIM). Your email administrator should configure your mail host to verify the DKIM record of all emails to ensure that you do not accept spoofed emails.

Check email client spam filters

Even if your mail host accepts emails, it is still possible that email clients like Microsoft Outlook will mark an email as Spam or Junk. In this case, a person would have to check their Spam or Junk folder to find the email. If possible, your email administrator should centrally push a rule to all email clients adding the following domains as Safe Senders:

  • @support.facebook.com
  • @support.instagram.com
  • @shopping.instagram.com

Work with your email administrator to add the these domains to the Safe Senders list in your organization's email client for people involved in commerce customer communications.

Configuring Microsoft Exchange

With Microsoft Exchange, you can whitelist our email domains using the Set-MailboxJunkEmailConfiguration Powershell cmdlet.