Email wording & the email log — What “delivered” and “opened” really mean

Delivered means the receiving mail server accepted the message. It does not tell you whether it landed in an inbox or a spam folder, and it does not mean anybody read it. Opened is counted by a tracking pixel, so treat it as evidence rather than proof: a mail client that blocks images never reports one, and Apple's Mail Privacy Protection loads it whether or not a human looked. Replies you send a customer from the inbox carry no pixel at all — a tracked support email is a bad look — so those rows never show an open, and that is not a fault.