One of our customers recently reported that a vital email was lost. The email was sent from a third party sender to a mailbox hosted by us. Thankfully, the customer was able to provide all the necessary details.
We conducted a post study based on the records and suspected that the email was not sent out by a third party sender, and therefore, our customer did not receive it. After further investigation, we notice that this may not be the case. Then, we turned to our server log file. We process hundreds of millions of emails daily, so it’s not easy to retrieve a log file.
We were finally able to trace the email and confirm that had been delivered to our customer. But then, where has the email gone? Other service providers may just stop here and blame the user for losing the email in the first place. Case closed, but not us. We traced the email once again and finally found that the customer had enabled a setting to remove any email detected as Spam.
So, basically, we discovered that the email from the sender arrived in our customer’s Spam box and that it had been removed and therefore not found by the user. Email retrieved. Case solved. A happy ending.
The 'Delete message from folder' setting in the email control panel
