If a contact claims they didn't receive an email survey and they are not marked as bounced or unsubscribed in Retently, there are two potential reasons for this:
Spam or Junk Folder: The email survey might be in the contact's spam or junk folder. Ask the contact to check these folders to locate and retrieve the survey.
Email Security Software or Firewall: The email may have been quarantined by email security software or a firewall. This can happen after the email is received by the server but before it reaches the recipient's personal inbox.
In the second case, ask the contact to work with their IT team to check their email server. Provide them with the subject line of the email, the From address, and the date when the email was delivered. This information will help their IT administrator locate the email and investigate why it was quarantined.