I've investigated this issue, and the cause of this is the filtering of e-mail by the ISP of the customer, to prevent unwanted SPAM (unsollicited e-mail) to make its way into their mailbox. But not only genuine SPAM is filtered out. Even e-mail that the customer wants (and often expects) to receive, may be caught up in this filter. It's happening so often, there's even a term for it: "false positives".
Sometimes this stays unnoticed, because the customer doesn't get a mail telling her that it was filtered out. Or you don't get a reply from the ISP/filter that your mail didn't pass.
Your "dolphin" e-mail can essentially be caught in SPAM filter "tuna nets".
This can impact businesses on many levels:
* Potential customers do not convert into real customers, because they never "heard from you".
* Unhappy customers as they "never get an answer on their support requests".
* Unhappy Customers that don't get the info / product they paid for (download instructions for digital products are often delivered by e-mail)
When this happens, the customer usually points the finger to the business...
...YOUR business was not responsive;
...YOUR business didn't resolve the customer's issues;
...YOUR business did not deliver!
But, of course, you are not to blame. You responded! You resolved! you delivered! It's the customer's ISP that didn't deliver. An e-mail your customer wanted, and expected.
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