Finish Your Payment Customer Email

I’ve now spent more than three hours on the phone with QuickBooks support over this issue. Front-line support has no idea what these emails even are, and once I finally reach Advanced Support, the answer I’m given is simply: “You can’t turn them off.”

If that is truly Intuit’s position, I will find another accounting platform and merchant processor.

It is completely unacceptable for QuickBooks to decide, without my authorization and with no ability to opt out, that it should send additional payment emails to my clients on behalf of my business.

Worse, these messages are being sent to clients who are already enrolled in AutoPay through QuickBooks. They serve no useful purpose. They create unnecessary noise and confusion for our clients, and because the messages are presented as communications from our business, they make us look incompetent—as though we don’t know which clients are already scheduled to pay automatically.

These are not communications I have written, requested, scheduled, or approved, yet Intuit is sending them in connection with my company and customer relationships.

From my perspective, these unsolicited messages amount to spam. I am also extremely concerned that Intuit appears to be treating them as transactional messages despite giving the business whose name is attached to them no control over whether they are sent.

This is actively damaging our client experience and our reputation. It is untenable.

Businesses MUST be given the ability to disable these “Finish your payment” emails immediately. At an absolute minimum, there needs to be an account-level opt-out that prevents QuickBooks from sending these messages to our customers.

I am not asking to change the wording. I am not asking to change the timing. I am asking for QuickBooks to stop sending an email to my customers that I did not authorize.

If Intuit is unwilling to provide that control, then I will have no choice but to move both our accounting and payment processing to providers that allow us to control communications with our own clients.

After jumping through all their useless AI support loops I was told the same thing. This is A BIG ISSUE especially with our clients that is automated A/P systems. They are considering the second email following quickly as a new invoice and creating quite a bit of issues. 
 

NEEDS TO BE DISABLED NOW!!!!

Stop farming out your software dev to AI and have some humans give it some actual thought!!!

Three of my clients just got this crap, and this thread has been open for 15 days

Any updates on this issue?!

Everyone looking for a resolution: Please call QuickBooks and ask them to attach your business to this investigation!

The more customers who formally report the issue, the clearer it becomes how widespread it is—and the more seriously QuickBooks will take it. If they don’t know how many of us are affected, this issue will remain a lower priority.

Please call and make sure your business is counted!

This is the lasted response I’ve received:

We’ve identified that your account is impacted by an ongoing investigation: INV-166029. Your case has been successfully linked to this investigation, which has already been escalated to our Engineering Team—the highest level of support within Intuit.

A dedicated engineer is actively working on the issue, and the team is prioritizing a long-term resolution. While we are currently unable to provide a specific timeframe, please be assured that addressing this matter remains a top priority.

As part of our internal process, I will now proceed to close the case created under my tier. This step helps prevent duplicate entries in the Engineering Team’s queue, which could otherwise delay progress.

Thanks for this information.  I called them.  They told me that a planned update is the 22nd of this month.  However they are receiving a lot of calls so it may be sooner.  The more people that call hopefully the faster it will be resolved.  If anyone figures out another service besides quickbooks to use i would love to know.  

I mean acknowledging it’s an issue is at least something. Borderline criminal to contact our clients without our explicit consent. Told two business owners to use Xero instead this week. 

And two more just went out - that makes 5 different customers nagged without my consent

QBO seems to be on a fast track to the bottom. First, they want us to text invoices to clients. Now this. I am of the opinion that QBO is no longer for professional organizations but for teenage lawn service operations instead. This is rediculous. 

I have been experiencing the exact same issue for over a month. I have contacted QuickBooks Support several times, but unfortunately, no one seems to understand what is causing it. I was even transferred to the Payments Department, despite repeatedly explaining that this is not a payment-processing issue.

I have tried numerous workarounds with zero success. I have turned off payment reminders, changed online invoice delivery to plain text, and disabled all QuickBooks payment options. Despite all of this, clients continue to receive the same automated “Finish Your Payment” email.

This is becoming a significant problem for our business. Our customers are frustrated and confused by these emails, and they interfere with their internal accounts-payable processes. We operate on Net 30 payment terms, so there is absolutely no reason a customer should receive a “Finish Your Payment” email within 24 hours of receiving an invoice that is not even due for another 29 days.

At this point, I have had to stop sending invoices through QuickBooks altogether. I now download the invoices and send them outside of the QuickBooks platform just to prevent customers from receiving these unwanted emails. As a result, I am losing functionality that we pay QuickBooks for, including the ability to track when and how many times a customer has viewed an invoice.

QuickBooks needs to identify what is triggering these emails and provide businesses with a way to completely disable them. Customers should not be receiving automated payment follow-ups that conflict with the payment terms established on the invoice.

I am now at the point where I will need to seriously consider moving our company to another accounting software platform that can function without disrupting our established workflows or creating unnecessary frustration for our clients. I should not have to choose between using the invoicing functionality we pay for and maintaining a professional, consistent experience for our customers.