Bounced emails and delivery issue when sending invoices and purchase orders

Atul4 · ‎March 25, 2022

We are having many issues with QuickBooks Online when we are sending invoices and purchase orders. When we create and send an invoice to a customer, we would normally receive an email copy in our mailbox (this option is ticked in QuickBooks Online > Account Settings > Sales > Messages). However, sometimes we have not received the email copy in our mailbox but the customer has received the invoice email in their mailbox. Then on QuickBooks Online Dashboard, under Get Things Done, a message box called Tasks appears, indicating there are errors. These errors show there are Bounced Emails but do not say which email has bounced. When we press the Send button to resend the email, the error disappears, but would then reappear after a refresh, with the same error message. Aside from the error message on the Dashboard, if we go to the Invoices page we would see the Status for the invoice would show Delivery Issue. If we click on that Invoice, the error message shows "Invoice undelivered We couldn’t reach some of your customers. Double check the email address and try again. Resend invoice". If we click Resend Invoice, it would show the email is sent, but after a refresh of the page, the error message still persists. However, when we contact the customer, they say they have received multiple emails of the same invoice and are infuriated.

Another issue is sometimes we would receive the email copy in our mailbox but the customer would not receive the invoice email. Then on QuickBooks Online there would be no error messages anywhere. Then, when the invoice is overdue, we would follow up with the customer to demand payment, where they would say they have not received any invoice email. Then, we would have to manually send our email copy of the invoice to the customer as we cannot rely on the QuickBooks Online system.

Another issue is sometimes, we would not receive the email copy in our mailbox and the customer would also not receive any email. Then on QuickBooks Online there would be no error messages anywhere. Then we would go through the same procedure as the last issue, but would have to instead manually save the invoice as a PDF and email it to the customer. After we try to resend the invoice through QuickBooks, then it would show the error messages, but we would still not receive any emails nor the customer.

We would also have these issues with creating and sending Purchase Orders.

We have tried using another email of a different domain and sometimes that would work. Quickbooks then said this problem was caused by our email provider, whom we contacted. They said there were no changes made to any of our accounts/services and there were no filters or email blocking for quickbooks/intuit. They said quickbooks have to check there outgoing mail server settings and when we contacted quickbooks about this, they simply said there was nothing wrong on their end.

We can send and receive all other mail perfectly find through our mailbox of the same email. Clearly there is something wrong with quickbooks. We would be grateful if anybody has a solution to this or if Quickbooks could sort out their issues.

Rasa-LilaM · ‎March 25, 2022

I can see the urgency of resolving your concern, Atul4.

We’ll have to review your Sales settings to determine the cause of the bounced emails. To ensure the safety of your account, I recommend contacting our QuickBooks Online (QBO) Support Team again.

If you have the case number handy, provide it to our specialists to speed up the process. This way, they can perform the troubleshooting steps from where the previous one left off. Also, they’ll assist you through the process of how to apply the permanent fix. Then ensure you’ll no longer encounter bounced emails and purchase orders.

To reach them:

Go to the Help icon at the top to select the Contact Us link.
Enter a brief description of your concern in the field box and click the Continue button to see the list of support options.
Then choose Chat to start a conversation or Callback to speak with an agent.

I’m adding some links below for additional resources. These articles will guide you on how to troubleshoot email delivery issues. They’re from another region, but the solutions also apply to the UK version.

Additionally, you can bookmark this link in your browser for future reference. It outlines the steps to resolve when customers are unable to receive your emails.

Reach out to me again if you have additional concerns about emailing invoices and purchase orders. I’ll get back to make sure this is taken care of for you. Have a good one.

Atul4 · ‎March 29, 2022

Thank you for your response.

Just an update, I still have all these issues as previously listed. I read through and have already followed the steps listed in all the links provided, but they were unable to solve the issue.

I have also contacted the support team numerous times with no clear help or solution available.

The case numbers are as follows:

Quickbooks support case numbers:

[removed]

Hope this helps and can be solve as soon as possible. It is very inconvenient and time costly to have to manually save each invoice as a PDF and to ask each and every customer if they've received emails.

Thank you.

JD93 · ‎April 01, 2022

We are having the same issue.

We use QB online for 8 years now, all of the sudden invoices appear only 'sent' but our customers don't receive them. We resend the invoices several times on different dates, but they never makes it to the customer nor do we receive the copy which we usually do.

That happens not with every invoice. We are working with many drop ship customers so they get multiple invoices a day from us, and only some get delivered, some of them don't. The email address is always the same (saved in QB, not manually entered).

We are struggling with this issue for around 2 months now.

RoseJillB · ‎April 01, 2022

Thank you for joining the thread, @JD93. I’ll share some information with your concern about sending invoice in QuickBooks Online (QBO).

Currently, there’s an open investigation (INV-69394) regarding this matter. Thus, our engineers are still working on a permanent fix for this issue.

For real-time assistance with our support, I suggest you contact our support team. They can assist you in real-time and walk you through every step of the process. Also, they’ll be able to add you to the affected users and notify you once a fix is available.

Here’s how to get in touch with them:

Go to the (?) Help icon in your QuickBooks Online (QBO) account.
Select the Search tab, and click Contact Us.
Enter a brief discussion of your concern and click Continue.
Select either Chat with us (if you preferred messaging) or Give us a call.

Please ensure to review their support hours to know when agents are available. This way, you can contact them at a time that is convenient for you.

If you need further assistance regarding your QuickBooks Online transactions, you can always leave a comment below. Stay safe!

dmccabe · ‎April 05, 2022

I am experiencing the same issue with emails bouncing, sometimes the client receives and views the invoice, other times they do not. I have no way of knowing whether the client has received the invoice unless I ping them with an email from my personal email address. It's a mess! When will a fix be provided?

Giovann_G · ‎April 05, 2022

I know this isn't easy for you, dmccabe.

I understand the importance of sending an invoice to your customer so they'll aware of their current obligation and can pay it on time. We're unable to provide you with the exact time when this issue will be resolved. Rest assured that our engineers are working on fixing the problem as soon as possible.

I suggest reaching out to our QuickBooks Online Support as stated by my colleague RoseJillB above. This way, you'll be added to the list of affected users and will be notified once it got fixed.

In the meantime, you can manually download the invoice and send them from outside of the QuickBooks program as a workaround. I'll show you how.

Open the invoice you want to download.
Click the Print or Preview at the bottom of the page.
Select the Download and choose where you want to save it.
Hit Save, then Close to exit the PDF viewer.

For your reference, you can visit this article for more details: Download and save invoices, other sales forms, and statements as PDF.

I've also included the resources below that can help you how to handle customer transactions in QuickBooks Online:

Please don't hesitate to reply if you need further assistance with invoices. The Community and I are always here to help you.

lisaccasc · ‎April 24, 2022

Has there been any update on this investigation. We are having the same problem. Test invoices we send to ourselves are going through and the CCs we set up are working but when we send invoices to customers they are not being received and the CC to ourselves is not working.

Giovann_G · ‎April 24, 2022

Thanks for being a valued customer of QuickBooks, lisaccasc.

I know this isn't the experience we want you to have. As I've checked on the current investigation, I do see here that our engineers are still working on fixing the issue. Rest assured they aren't stopping until you'll be able to send invoices to your customers.

If you haven't been added to the list of affected users, I encourage you to reach out to our QuickBooks Online Support. They'll be able to pull up your account and add you so you'll receive an email notification once it's fixed. Please follow the steps provided by RoseJillB to reach them.

In the meantime, you can consider manually downloading your invoice and sending them outside QuickBooks. You can follow the steps I outlined above.

For future reference, I'm adding this helpful article about recording invoice payments manually in QuickBooks Online: Record invoice payments in QuickBooks Online.

You're always welcome if you need further assistance with sending invoices. We're always here to lend a helping hand.

ColinJ · ‎May 03, 2022

Also after 6 years we are seeing same issue, bounce backs.

Normal email is fine.

Tried different browsers, looks like common problem.

TNK Tim · ‎May 06, 2022

Same issue on my end. Same clients the past 6 years, no changes on our end or theirs and suddenly can't send invoices, bounced emails and errors. Oddly, today I tried to send off 4 invoices to long time customers, 2 went through fine and 2 didn't which means I have to download them as pdfs and email them directly, which worked fine. Strange that I can send them via any email client and never get errors except through you guys. I talked to support yesterday and they suggested a different browser in incognito mode, seems like window dressing. All the emails address I have built into my QuickBooks customer base work fine in any email client, they just won't send via QuickBooks. A fix to this soon would be excellent, it's extremely frustrating

Suzanne 1 · ‎May 09, 2022

is there any update on this 'case' ?

Ashleigh1 · ‎May 09, 2022

Hello Suzanne1, so this issue is still being looked at and worked on being resolved by the engineers.

Suzanne 1 · ‎May 09, 2022

im into month 2 of being unable to send invoices directly from the accounts package i am paying for. i cannot believe it is taking your engineers months to resolve this.

dmccabe · ‎May 09, 2022

Good Morning,

This continues to be an issue. Downloading invoices and sending a separate email to each customer with invoice attachments is time consuming and clunky, not to mention it looks unprofessional. Sending invoices directly from the QBO software platform is a basic function of any accounting software platform and a "fix" should be a main priority for Intuit. A 2 month "window" to fix the issue is unacceptable.

Suzanne 1 · ‎May 09, 2022

exactly this ! thank you

EmmaM · ‎May 09, 2022

Hello Suzanne1, We do see that it is affecting you and your business and we want to get you an update as soon as possible.Can we ask you to DM us on Twitter under @QuickbooksUK or QBcares or on Facebook PM us at QuickbooksUK or Instagram under QuickbooksUK with your email address so we can investigate and look at your case specifically(they are being looked at as a company-specific fix ) and get you an update?Thank you

Suzanne 1 · ‎May 09, 2022

will do

EmmaM · ‎May 09, 2022

Thanks, Suzanne1, We'll take a look as soon as we get that through:smiling_face_with_smiling_eyes:

Suzanne 1 · ‎May 10, 2022

I had hope this was going to be some kind of step forward. Your DM team just directed me to the online chat box. was told an agent would call me. still waiting..............................................................................................................................................................................................................................................................................

GeorgiaC · ‎May 10, 2022

Hi Suzanne 1, if you have not yet received the callback please reach our chat support on this link so that we can escalate you to our higher support.

peppasheridan · ‎May 24, 2022

Hello

I too am experiencing an email problem with my invoices. I know the email address for my contact is correct, yet the system states 'delivery issues'. Very odd and not sure how to resolve this issue.

Peppa

GeorgiaC · ‎May 24, 2022

Hi Peppa, thanks for joining this thread - are the invoices reporting delivery issues for all customers, and do you CC yourself into the invoice and receive this as expected?

Tim A · ‎May 25, 2022

Good afternoon QB team,

I am also experiencing the same issue. I've tried editing the saved contact details (deleting, saving, editing and re-entering email addresses I've double checked) and resending and nothing is working. Completely randomly some invoices get through, others bounce. Sometimes to the same client one will get through and another will have the delivery issue. I've followed all the recommended steps. I am not cc'ing or bcc'ing anyone on these either.

Please, there needs to be a resolution to this as the only way to check is to physically review all invoices you send and then I have to edit to download the invoice and manually send explaining the situation and it is getting extremely tedious. I only discovered the issue when I realised a key client has a load of overdue invoices that were unpaid which is totally out of character - this issue can seriously affect a company's cash flow!

Please help urgently. Thank you in advance.

Ashleigh1 · ‎May 25, 2022

Hello Tim A, thanks for joining this thread, we are aware of this issue and our engineers are still working on getting this fixed for our customers.

As a workaround for in the meantime please use the option to manually download the invoices and send them from outside of QuickBooks as a workaround.

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Bounced emails and delivery issue when sending invoices and purchase orders