SWWLTBO had a similar problem with one of her students who kept claiming to have sent his Homework via email but was not receiving any "feedback".
Eventually ~ when she reached

with him ~ I got on the phone and talked him through changing his "Junk Settings"

Nick should suggest to Cheryl that she does the same .... although given her name it may be wasted effort!
Am I wrong to make assumptions based on names and associated behaviour?