Brand address (custom shop email)

Every IntoPaid shop gets an inbound address on the IntoPaid domain. That address is where inquiries arrive, and it's the From line customers see when you reply. On the Grow plan, you can replace that From line with your own address — like [email protected] or [email protected] — so customers see your brand, not ours.

Basic plans always send from the IntoPaid inbound domain. To upgrade, visit Settings → Billing or read the plans guide.

What changes (and what doesn't)

	Before brand address	After brand address
From line on outgoing email	`[email protected]`	`[email protected]`
Inbound address	Still works — keep forwarding to it	Still works — keep forwarding to it
Templates, logo, colors	Applied as usual	Applied as usual

Your inbound address stays active. The brand address only controls the From line on emails IntoPaid sends on your behalf — acknowledgments, replies, payment reminders, win-back messages, and other outbound mail.

Step 1 — Forward your shop address into IntoPaid

Open Settings → Email intake → Brand address. You'll see a copyable Forward destination — that's your IntoPaid inbound address.

At your mail host, create or edit the address you want customers to use (e.g., [email protected]) so it delivers mail to that forward destination. IntoPaid does not host your DNS; you set this up wherever your domain's email lives.

How to do it depends on your provider:

Shopify domains — In Shopify admin, go to Settings → Domains → your domain → Email forwarding. Add the local part you want (orders, hello, custom, etc.) and set the forward-to address to the inbound address shown in IntoPaid.
Google Workspace — Use Admin → Apps → Gmail → Routing, or set up forwarding inside the Gmail inbox itself.
Outlook / Microsoft 365 — Create an Exchange mail-flow rule or an inbox redirect.
Cloudflare Email Routing — Add a custom address rule that routes to the inbound address.

Test it: send an email from a personal inbox to your shop address. If a new ticket appears in your Ticket Inbox, the forward is working. If it doesn't show up, see Ticket didn't arrive.

Once the forward is confirmed, go back to the Brand address panel, enter Your shop address, check the box that says you've pointed it at the inbound address, and Save step 1.

Step 2 — Verify sending From your address

After you save step 1, IntoPaid uses Postmark to confirm you own the mailbox. Postmark sends a verification link to the shop address you entered.

If that address only forwards into IntoPaid (you don't check it directly), the confirmation link is also sent to your login inbox. Check both inboxes — and spam folders — for the Postmark email.

Click the link to confirm. No code to paste, no DNS record to add.

In the Brand address panel you'll see a button to Send verification (or Restart verification if you need a fresh link). While waiting, you can Refresh status to check whether the confirmation has gone through.

Until Postmark confirms the address, outgoing email continues to send from the IntoPaid inbound domain. Nothing breaks — customers can still reply and tickets still arrive. This is expected.

If verification isn't completing and you've followed every step, email [email protected] for help.

When brand From is live

Once verified, the panel shows Brand From is live and displays your copyable public address. From that point on, every outgoing ticket email — replies, acknowledgments, reminders, win-back messages — sends as your shop address. Reply-To stays on the ticket mailbox so responses still land in the right ticket.

Share this address on your website, inquiry form, Shopify contact page, social profiles, and anywhere else customers reach you.

You can Remove brand From at any time from the same panel. Outgoing mail will revert to the IntoPaid inbound domain.

Keep forwarding to your inbound address

Your inbound address doesn't go away when you add a brand address. Keep forwarding inquiries to it — through your email forwarding rule, your website form, or any other channel.

Think of it this way:

Inbound address — where inquiries arrive (the door in).
Brand address — what customers see when you reply (the name on the door).

Both work together. If you remove the forwarding rule to your inbound address, new email inquiries stop creating tickets.

Troubleshooting

I never got the Postmark confirmation email. Check spam on both your shop address and your login email. Make sure the forwarding rule from step 1 is already active before you save step 2 — otherwise the confirmation email has nowhere to go. Use Restart verification in the panel to trigger a new link.

Customers still see the IntoPaid domain. The brand address isn't confirmed yet. Open the Brand address panel and check the status. If it says pending, look for the Postmark confirmation link.

Replies from customers aren't creating tickets. The forwarding rule from your shop address to the inbound address may be missing or broken. Send a test email to the shop address and confirm it appears in your Ticket Inbox. See Ticket didn't arrive for more help.

Where to go next

Set up your inbound address — the intake address your brand address forwards to
Forward your first email — start a ticket from any email client
Customize logo, colors, and signature — match the brand address to your visual identity
Plans and billing — compare Basic and Grow features