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J
jmartin6
December 2, 2020
Question

Why Customers cannot see/view invoice?

  • December 2, 2020
  • 1 reply
  • 8 views
Our customers are calling and saying they are not able to see or view invoices. When can this be fixed?

1 reply

M
MaryAnn_E
Level 4
December 2, 2020

Hello there, @jmartin6.

 

Most common display issues might be caused by too many cache files in the browser. This is the possible reason your customers are unable to see your invoice sent. 

 

To help fix this, I recommend accessing your QBO account via a private browser. You can also have your customers access the View invoice link through a private browser. It's a great way in isolating the issue since it doesn’t store data in the cache. Here are the following keyboard shortcuts:  

 

  • Google Chrome: CTRL + Shift + N
  • Safari: Command + Shift + N 
  • Mozilla Firefox: CTRL + Shift + P  

 

From there, you can create a test invoice and resend it. If it works, you can go to your regular browser and clear its cache. This deletes the stored cache files and gets a clean slate in the browser. If not, you can use other supported browsers.  

 

To learn more about this process, read through this article: What Happens When You Send An Invoice?.  

 

Stay in touch if you have other questions or concerns about invoices. The Community is here to lend a hand. Thanks for joining and I wish you have a lovely day ahead.

 

J
jmartin6Author
December 3, 2020

Your telling me over 100 customers have the same issue of clearing cache. QuickBooks has made a change without informing the customer. QuickBooks has changed the verbiage and the way the invoice is viewed. You cannot view the invoice unless you click on "Pay Invoice". Most people want to review an invoice or it needs to be sent for approval before PAYing. It only makes sense to see/view the invoice before making payment.

R
ReyJohn_DModerator
Moderator
December 3, 2020

I hear your sentiments, @jmartin6.

 

Let me make it up to you by making sure your customers can view their invoices before paying them. First, I'd agree that having other options to see the invoices will ensure your customers can review them. 

 

I've got steps you can consider performing. You can send the invoice as a PDF attachment instead. This way, your customers can see them before making their payments. 

 

Let's perform a few tweaks on the Account and Settings page to achieve this. Here's how:

 

  1. Click the Gear icon, and then choose Account and Settings.
  2. Select the Sales tab, and then navigate through the Online delivery section.
  3. Make sure to check the PDF Attached box, and then choose Online invoice from the drop-down.
  4. Click Save, and then Done when you're ready.

Once done, you can now send your invoices as you normally would. In case your customers don't receive them, you can use this handy resource to resolve it: Solutions when customers aren't receiving your invoices. 

Also, you'll want to know when QuickBooks deposit customer payments. This way, you can review them and ensure your records are up-to-date.

 

Lastly, I recommend visiting our QuickBooks Blog site to keep up with the latest news and product enhancements.

 

You can count on me if you have more questions about managing your invoices in QuickBooks. I'd be glad to help you some more.

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