Have you cancelled reply E-mail for your customers?

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I work for trade in a company,I have some customers at different country,sometimes, a new customer give me inquiry, i will quick response reply of the inquiry for the new customer.but when i reply the mail,i don't receive her/his mail for me.what is happened?i think. so,i want to know have you fallen across the same status? Hve you cancelled reply E-mail for your customers?