Thank you for that.

So it's good that quickbooks support agrees that the change that's been made doesn't make sense.

I've still not heard anything. It's been well over a week since I was promised a call back by a supervisor about this issue. I chased support on Tuesday.

I mentioned it to my accountant yesterday and they said that's stupid - what about if you have the send reminder when it becomes overdue option on? 

Why didn't think think of the consequences when they made this change? 

I'm not experiencing this behaviour at all luckily.

When you run the "Deposit Detail" report for a day with a gocardless bank deposit, I assume it doesn't show a bank deposit with a memo "Payment Received from GoCardless"?  If that's the case the addon isn't working which should pull the information from gocardless about the deposit.   

Did it fail to match before you removed and reinstalled the addin?  

Support really need to help you with that issue surely...

Hello everyone on this thread, we just want to update you all and make you all aware that we are looking into the behaviour you are experiencing and we will get back to you with an answer ASAP. 

I also mentioned the auto-reminders earlier in this thread. This is a feature I've always used, but have had to switch off because of this issue. Ridiculous 

@SEdmunds I just ran a "deposit detail" report for today (I had received a GC deposit today). 

No deposits with memos that mention Gocardless within the report. As I said earlier, I've used this feature for years and all the deposits usually match fine, so I know there is a problem. 

I'm sure the deposits stopped matching as soon as this overdue invoice fault occurred (and before Sally from support made me re-install the Gocardless app completely). 

To be honest I'm reluctant to call support again. I've already spent many hours to them on the phone about this issue and I'm sick of it. Each call is minimum of 1hr and is usually extremely frustrating as the call handler does not understand the issue. 

I know you mentioned it, I should have said that but I just thought it was amusing that my accountant asked the question straight away when I mentioned the new behaviour.  If she can see a problem immediately why couldn't the QB developers?

I really wish this threaded the replies properly...

Have you checked the actual settings in the QB gocardless app?

Is the correct bank account set in the "Bank account where GoCardless deposits money*" option?

Yeah, just double checked the Gocardless app settings and the correct bank account is selected. Thanks for the help though @SEdmunds , much appreciated. 

You're welcome - it was worth checking just in case...

Further reply from GoCardless:

"Apologies for the inconvenience caused by the situation. I totally get your point and gone through the complete thread on the Quickbooks community. I can understand your frustration in the matter.  
 
However, the integration is built and managed by Quickbooks. Due to this, we don't have access to your Quickbooks account, so we are limited in the information we can provide. I've passed your feedback to our contact in Quickbooks support and they should be reaching out to you with more information. 
 
Once again, we are sorry that you have to go through this. I hope they clarify the situation and help resolves this issue with you soon. "

I've come back from holiday and it doesn't appear that there has been any update on this issue.

The last correspondence I received was via email on the 2nd August saying they were still awaiting further communication.

To still see lots of invoices that are marked as overdue but will be paid via direct debit is so frustrating.

So, can we please get some actual help with this ridiculous situation?

Hi SEdmunds Have you received the amounts relating to the overdue invoices into your bank account or is it that GoCardless has started processing the payment and you're awaiting the payment to be received into your bank account?

It's that gocardless has started processing the amount at the due date so the invoice is marked as overdue rather than paid as it was before.  Therefore as we use gocardless for the majority of our invoicing most of our invoices become overdue for a week or so.  It's therefore hard to find the invoices I actually have to chase and you can no longer use the reminder email when an invoice becomes overdue feature.

This has all been covered many times in this thread.

Hi SEdmunds, if you haven't done so already, please escalate this via our support chat as we do not have access to transfer you to our second line of support from here. 

I have already but I'm posting this in here to keep the discussion available for other customers to find when they discover this issue.

Hi,

We have the same issue.

We are finding Direct Debits are collecting, Quickbooks are marking payments as overdue instead of paid.

This means:
Reminders are falsely going out to 100+ of our clients on the due date.
Our clients are making a further payment, which is causing extra admin time for us to resolve.

This change by QuickBooks isn't acceptable. 

The only solution for us to remove reminder notifications on overdue invoices, which is really, really disappointing.

Mike

Hi Mike, thanks for joining this thread - we understand the frustration that this would cause, please report this issue via our chat support so that this can be escalated to our technicians for full review. 

Hi @Mike Wade ,

Welcome to this thread.  @DClelland and I have been complaining about this ridiculous state of affairs for almost a month now.

Reading through this thread shows what an awful experience we have received.

Please do raise a complaint through speaking to support though - the more complaints they receive the more chance we actually have of someone actually helping us.  We still cannot get a reason why this change has taken place and all that has been demonstrated is the total lack of understanding.

To change the way the system fundamentally works like this with no notice and no explanation why after a month is unacceptable.  

Any customer of Quickbooks that uses this gocardless functionality to any sizeable degree will now have a wildly inflated overdue invoice value.  

As you say the extra time and effort involved with dealing with the issues this change has caused is not at all trivial and the lack of care demonstrated by quickbooks is unforgivable.

I agree with all of the above. The functionality is clearly not working properly and needs rectified as a matter of urgency. 

So if you use Gocardless DD integration you cannot use invoice reminder emails at all. You think this is acceptable Intuit?

By the way, I found out the Gocardless app is developed by Intuit (not Gocardless). So we should not be directed to Gocardless to find a resolution either. 

Hi @DClelland ,

Did you manage to get the issue with the gocardless deposits not appearing and being able to be matched fixed?

I actually pointed out that quickbooks provided the gocardless integration in one of the early posts in this thread.  I found this out in July last year when it broke at that time and was told to contact gocardless by quickbooks support back then too... 

I've also had an email today about the  'QBO - Invoices are being shown as undelivered'  issue.  The first email I had on this was on the 17th June and they state today " Please know that this is a high priority for us and will continue to be a focus and priority until fully resolved."  

As I've said before, what an utter shambles.

Hi @SEdmunds ,

Yes, the transactions are matching now so I've put that fault down to re-connecting the app from scratch (as advised on the phone by QB). 

I was called by someone at QB a couple of weeks ago to put this issue to bed. He basically said the way it is now is the new process. He doesn't know why it was changed and has see the issues we're facing. He said he would feed the issues back and hope that something would be done at some point but could not give a timeframe. He agreed that the old process was better and hoped it would go back but its beyond his control. 

I suggested they could create a new status for this purpose called "in progress" or similar. In the meantime, it's really annoying having to live with this. 

So they fully admit that they have made the product worse.  

I've chased the person who emailed me but have had no reply as yet.

I've just realised I matched a payment against an incorrect invoice as there are so many more possible  invoices to match against due to the gocardless invoices not being marked paid.   A simple mis-click.  This now means that I haven't got paid for the invoice as the due date has passed.  

Can we have have just *ONE* benefit that this system change has had for your paying customers please?

Negatives :

*Can't use reminder emails at due date functionality

*Hugely inflated overdue sales value

*Accounts receivable ageing summary report now mis-reporting due to above

*Huge number of "overdue" invoices mixed with genuinely "overdue" invoices so far more difficult to know what to chase

*Huge number of possible invoices to match against payments when you sell a lot of items at the same price

Loving your work QuickBooks.

Hello Sedmunds, We're in the process of getting an update to the GoCardless article that addressed the reason for the change and explains why this is correct from an accounting point of view. We are analyzing all your concerns and will communicate a response as soon as possible.