Quite often, I get queries from our "email marketing" team why user xvyz is not receiving emails. This is not a good question for me because this question gets as difficult as simple it looks. But these simple 5 questions have mostly resolved my problem, hope that they help you too. If they do or don't just let me know.
Q1. The email address they are subscribed with?
At times, people use different email addresses and it is always safe to ask about the email address they used to subscribe to mailings. I have also seen that people use mail forwarding feature to recieve their mails to most-used email address from an email address they won't even remeber or hardly check.
Q2. Are they really subscribed to our newsletter in question?
Check your database.
Q3. Are other recipients from the same ESP receiving emails?
Most likely there some issues going with the particular ESP and you are not aware of. This is also a great way to ascertain if an ESP is blackilisting IPs, facing some temporary issues etc.
If you know the answer to Q1, Q2 know the newsletters they are subscribed to and Q3 - others are receiving emails, then
Q4. Why only this user is affected?
Ask them further - if they checked their spam/junk folder, they have added your address to their address book or safe senders list? If YES
Q5.Can they check with their ISP to see if it has blocked/blacklisted your IPs?
Ask them to get them unblocked or removed from blacklist.
Let me know if you would like to add something to this list.
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