Message trace on Online Exchange

Question

Microsoft 365's Online Exchange is our primary email system for sending and receiving emails, and we use Outlook 365 clients.

A user said she didn't receive a crucial email that was sent from SOMEONE@ups.com. I went into the "Message Trace" on Online Exchange Admin Center and could not find anything.

In this situation, can I be 100% confirmed there was no such email reaching our email system at all, or there may be still some exceptions?

Thanks

Woody

Answer 1

Hi @Woody Chiu at RASI ,

In this situation, can I be 100% confirmed there was no such email reaching our email system at all, or there may be still some exceptions?

Per my understanding, yes, you can confirm that the mail didn't reach your email system at all in this situation.

As indicated in the following official document, message trace can be used to track messages as they pass through your Exchange Online or EOP service. So, if nothing about the mail can be found in your message trace, basically it means the message didn't reach your Exchange online or EOP service.
Trace an email message in Exchange Online

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