missing messages

[com.appliancedude.www]

This is the second time today a customer claims they sent me an eBay message, yet it didn't come.    I have extensive eBay message conversations back and forth to get part requirement information.   Even though my listing says (in red ink) that I need a serial number and a choice of YES/NO, only 10% comply and it is like pulling teeth to get people to cooperate.   I notice a new eBay banner on messaging page about getting tough on messaging violations.  Just wondering if they no longer simply redact a URL or phone number, but delete the entire email.   All of my conversations end with "place an order with this listing" so I'm not moving the transaction offline.