Product Manager "follow-up" email problems

We have just received another example. I am now worried about how often this is happening as we only found out about the first one when the customer emailed us and the second because we got an "undelvered" email message. As we have this set up for a lot of products it would be highly embarrasing if this was happaning frequently as we wouldn't know about it - so it is rather urgent.

The latest case is a follows:

Storeid = 36439
Order No: 7672725
ProductID = B370300

The product was ordered: 14 June 2010 22:55:25
Follow up sent 22:09:35 (Presumably actually an hour later?)
Product specified to follow up: 8 Days

We have only one specified global follow up which is based on abandonment and we have have a "can we help you" if the cart is left for x minutes.

Can support help here please with some urgency as we could be starting to look rather foolish?

I would be very grateful, thanks. If there is any delay in being able to deal with this is there ahy way of swiotching individual product follow ups off temporarily without completely deleting them?

Thanks