Connect your sender email (Buyer outreach)
Buyer outreach sends emails to buyers from your own business email address, so buyers recognise you and their replies land in your inbox. Before you can send a test email or email a buyer from a dispute, connect an address in Settings > Buyer outreach > Email setup.
There are two ways to connect:
Method | Best for | What you need | Verification |
|---|---|---|---|
Amazon SES | Any address you can receive mail at | Access to that inbox | Click a link in a verification email |
SMTP | Gmail, Google Workspace, Zoho, Outlook or your own mail server | SMTP host, port and a password (usually an app password) | None. Active as soon as you save |
Option 1: Amazon SES (verify by email)
- Open Settings > Buyer outreach > Email setup.
- In Connection method, choose Amazon SES.
- Enter your Email address and, if you like, a Sender name (the name buyers see, e.g. your store name).
- Click Save in the save bar.
- Open the inbox of that address and find the email from Synctrack (n[email protected]o) asking you to confirm the address. Click the link.
- The link opens Synctrack again on Email setup and the badge changes to Verified.
- No email? Check spam, then click Resend under the email field (available again after 60 seconds).
After you click the link:
- Click Send test email to check that it works.
If the address has already been verified for another app you use (for example Synctrack Returns), you get a short confirmation email from Synctrack instead. Click its link the same way.
Option 2: SMTP (Gmail, Workspace, Zoho, Outlook, your own server)
- Open Settings > Buyer outreach > Email setup.
- In Connection method, choose SMTP.
- Fill in (fields marked * are required):
Field | What to enter |
|---|---|
Email address * | The address buyers will see, and the account you sign in to |
Sender name | Optional. The name buyers see |
SMTP host * | Your provider's SMTP server (see the table below) |
SMTP port * |
|
SMTP Username | Leave blank to sign in with your email address. Fill it only if your provider uses a different login |
Application password * | The password for SMTP. For Gmail and most providers, this is an app password, not your normal password |
- Click Save. The badge shows Active straight away (there is no verification email).
- Click Send test email, check the Send to address and click Send. Check if the message arrives. If the details are wrong, you see the reason (see Troubleshooting).
Common SMTP settings
Provider | SMTP host | Port | Password |
|---|---|---|---|
Gmail / Google Workspace | 465 or 587 | App password (needs 2-Step Verification) | |
Zoho Mail |
| 465 or 587 | App password if 2FA is on |
Outlook / Microsoft 365 | 587 | Your admin must allow SMTP AUTH for the mailbox | |
Your own server | From your hosting / IT team | 465 or 587 | Mailbox password |
Create a Gmail app password
- Sign in to the Google account you want to send from.
- Turn on 2-Step Verification: myaccount.google.com/security.
- Go to myaccount.google.com/apppasswords, enter a name (e.g.
Synctrack) and click Create. - Copy the 16-character password (spaces don't matter) and paste it into Application password. Google shows it only once.
Use the same Gmail address in Email address and leave SMTP Username blank. If you sign in with one Gmail account but enter a different address in Email address, Gmail replaces the sender with the account you signed in with, unless that address is set up under Gmail > Settings > Accounts > Send mail as.
Changing or removing the address
- Change details: edit the fields and click Save.
- Your saved SMTP password is kept only while the email address, SMTP host and SMTP username stay the same (changing just the port keeps it). If you change any of them, enter the password again. This stops a saved password from being sent to a different server.
- Switching between Amazon SES and SMTP replaces the old connection. Switching to Amazon SES needs verification again.
- Remove: click Remove email at the top of the card and confirm. Buyer emails can't be sent until you connect an address again.
Security
- Your SMTP password is encrypted before it's stored and is never shown again. The field stays empty with "Password saved".
- Synctrack only connects to public mail servers over encrypted connections (SSL/StartTLS with certificate checks). Internal or private network addresses are refused.
- Test emails are limited to 3 per minute and 30 per 24 hours per store.
Troubleshooting
If a test email fails, a message at the bottom of the screen tells you why:
Message | What it means | What to do |
|---|---|---|
Couldn't sign in to your SMTP server. Check the username and password. | The server rejected the login | Use an app password (Gmail/Zoho), make sure Email address / SMTP Username is the account the app password belongs to, or create a new app password |
Couldn't connect to your SMTP server. Check the host and port. | The server couldn't be reached or the secure connection failed | Check the host spelling and try the other port (465 ↔ 587). Some providers only allow one of them |
This SMTP host isn't allowed. Use your mail provider's public SMTP host. | The host points to a private or internal address | Use the public SMTP host from your provider |
To use Send test email, connect and verify your email first. | Amazon SES address not verified yet | Click the link in the verification email, or Resend |
You've sent 3 test emails in the last minute… / test email limit | Test email limits reached | Wait and try again |
Verification link says it failed or expired | The link was already used or too old | Click Resend and use the newest email |
Still stuck? Contact support from the chat in the app and tell us your connection method and the message you see. Never send us your password.
Not finding what you are looking for? Chat with us or send us an email at [email protected] — we're always right there to give you a full hand.
Updated on: 10/11/2026
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