Need help understanding blocked email

For the second time in about six months, one of my users Zoho One email addresses has been blocked in CRM. Each time, an email request to remove the block, sent from the blocked email address to Zoho One support, has resolved the situation. She exists as a CRM Contact record because she is also a customer of the company.

But, we have zero insight into when or how this block happened. This person is our top salesperson and one of my most sophisticated Zoho users and it seems highly unlikely that she has twice accidentally chosen to "not receive emails from us."

If my user is to blame, then I need help proving that to my company.

If my user is not to blame, then I need help understanding what we are doing incorrectly so that we can refrain and never again have this problem.

I need somebody at One to help me get to the bottom of this by giving me (in private) the additional information I need to diagnose the source of the problem so that it never again happens.

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