Real case: "I did not get a message"

The most common question, and its answer

A customer rings Farida: "I sent you the purchase order on Thursday, you are not replying." She did not get it. Here is the order to work through, from most to least likely.

1. Look in the quarantine, including earlier days

Open "My held messages" and look for the customer's name. If it is there, release it: the message reaches your inbox within moments and you reply straight away. Nine times out of ten it ends there.

2. Check the mailbox's own Junk folder

The Bouclier is not the only thing sorting: your mailbox has its own Junk folder too. A message may have passed the Bouclier without trouble and been filed there afterwards. These are two different places, and both need looking at.

3. Ask the sender what came back to them

If the message is neither in the quarantine nor in the junk folder, it may never have left. Ask your correspondent whether they got a non-delivery notice. The wording of that notice says exactly what happened, and it is what Cybelia support will ask you for.

4. Open a ticket, with the right details

If the first three leads gave nothing, write to support with: the sender's address, the approximate date and time, the message subject if you know it, and the text of the non-delivery notice if there is one. With that, the message is traced in minutes.