Undelivered emails: a problem for businesses and users

Automatic filters used by major email providers, designed to protect users from spam and cyber threats, can sometimes block legitimate messages. Often, the sender and their email provider believe the message was successfully delivered, when in reality, it may have been silently deleted.
This phenomenon creates significant issues in professional contexts, leading to delays, misunderstandings, and even reputational damage.

We often assume that “Big Tech” always acts in the user’s best interest, which can cause us to overlook other factors affecting email management and delivery.

Undelivered emails: a problem for businesses and users

Imagine sending an important quote to a client. The email never reaches their inbox because it was blocked by a filter. The client might think you didn’t send the message at all, interpreting the lack of communication as a sign of unreliability.

The result?

• Project delays
• Strained client relationships
• Damage to your business reputation

Some companies use preventive strategies, such as asking the recipient to send an initial email to establish a “safe” conversation. However, these measures are not always effective and can be confusing for less tech-savvy clients.

Example: a message delivered but deleted by Microsoft filters

Below is an example of a log showing a message successfully accepted by the recipient’s system but silently deleted by Microsoft, unbeknownst to both the sender and the recipient:

The impact of automatic filters on businesses and individuals

In Business Contexts

Failing to deliver important emails—such as invoices or technical documents—can disrupt workflows and lead to additional costs.
Algorithmic email filtering acts as an “invisible barrier” that blocks messages without leaving any trace, creating unexpected obstacles. A lack of transparency in filtering systems poses a significant challenge to operational continuity.

In Private Use

Individuals also face the consequences of inefficient filtering. For instance, a medical report not delivered on time can delay diagnoses or treatments, with potentially serious implications for health.

Toward greater transparency in email filtering

Email filter automation simplifies mailbox management, but to avoid losing messages, users need to retain control over their communications.
Increased transparency in how automated filters operate, along with tools for managing exceptions, can minimize the risks of lost messages and ensure uninterrupted workflows.

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