Invoices showing as unread even though customer has seen it

Hello Sam1309,

For the status to update on QuickBooks, your customers need to click 'review and pay' within the invoice - the action of clicking on this link then sends over the update that the invoice has been viewed.

Thank you,

Talia

Hi Talia,

Thanks for your reply, how are they seeing the invoice though? And how can I make it so they can only see it when I know they’ve read it?

Thanks

Thanks for getting back to us, @Sam1309.

There's a good chance your customer paid you through bank transfer without opening your invoice. And I'd be glad to discuss this in details for you.

The possible reason why the invoice was not mark as read since the customer seeing the full details of the emailed invoice. For them to be able to click the Review and pay button, you'll need to review the Online delivery option. Here's how:

1. Click the Gear icon, then select Account and Setting.
2. Click Sales from the left panel.
3. From the Online delivery area, click the Pencil icon.
4. Select the Radio button beside Show short summary in email.
5. Click Save.
6. Click Done.

This way, your customer will have the option click the Review and Pay button to view the full details of the emailed invoice.

Feel free to leave a comment below if you have any other questions.

Hi,

thanks for your message

Not only are they not being read, they now also don’t seem to be sending (I have just tried a test to myself and tried three times and not being received)

Many thanks 

Hi,

Ignore that it’s now gone through, one more question please, if they reply to the invoice email where does it go to please? Will I get to see their reply as it seems to be a standard QuickBooks email address?

Many thanks

Sam

Hi Sam1309,

Thanks for contacting community!

I have checked this for you and when replying to a invoice through QuickBooks Online this will then be sent to the associated e-mail account.

Please let me know if there is anything else we can help with.

Thanks,

EdwardR