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userpete-coates
Level 1

My emailed invoices are not being received by my customers

 
15 REPLIES 15
userpete-coates
Level 1

My emailed invoices are not being received by my customers

I even sent a blank invoice to my own email and nothing 🤷

RCV
QuickBooks Team
QuickBooks Team

My emailed invoices are not being received by my customers

Let's perform some troubleshooting steps for your customers received 

the invoices, userpete-coates.

 

I appreciate you for performing some solutions to get this sorted out. We may ask your customers to check their junk mail and spam folders. If the email is still not found, let's try clearing re-entering your email address to refresh it in QuickBooks Online (QBO). Here's how:

  1. Click the Gear icon on the top menu.
  2. Under Your Company, select Account and Settings.
  3. In the Contact info section, tap Email.
  4. Clear the Company email field and enter the desired address, even if it appears correct as is. Let's make sure not to use any extra characters or spaces before, within, or after the address you enter. 
  5. Press Save and then Done.

 

Then, try sending yourself a test transaction again. If you still don't receive the email, try using a different email address that has a different domain (for instance, if you were using a Gmail email address, try a Hotmail or Yahoo address instead.

 

If the same thing happens, we may need to configure the server to accept QuickBooks Online mail server hostnames and IP addresses. Just follow Solution 3 in the 3 solutions for when customers aren't receiving your email article. You can also contact your IT expert to have the QBO mail server hostnames and IP addresses are added to your outgoing mail servers.

 

Feel free to visit our Sales transactions page for more insights about adding and managing customer invoices, sales receipts, and other sales forms.

 

I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. Take care always.

cwright1
Level 3

My emailed invoices are not being received by my customers

I am also having a similar problem over the last few weeks where a handful of customer invoices appear in quickbooks as not sent - the e mail addresses are vaild and it only applies to a handful of invoices. 

This is clearly a QB issue not the incoming server as the sugested solution implies 

 

davidbeeney
Level 1

My emailed invoices are not being received by my customers

I am having the same issue where some emails are bouncing back to me. It is very random and some are email addresses that have previously delivered okay.

Please advise QB

RCV
QuickBooks Team
QuickBooks Team

My emailed invoices are not being received by my customers

Let's perform some troubleshooting steps to send the emails successfully in QuickBooks Self-Employed (QBSE), davidbeeney. 

 

When an email is sent from your QuickBooks company, the email goes out from our server. As your recipient receives it, it will look like it came from your email provider (ex. @Yahoo.com, @gmail.com). When the email bounces, the recipient's email service sends a failure or delivery error notification to your email service. If the delivery failure error is sent to us by your email service provider, a notification is added to the transaction stating the email delivery failed.

 

To resolve this one, just Reset your email address. Then, ask your customers to check their junk mail and spam folders. If the email is still not found, clear and then re-enter your email address. Then, try sending yourself a test transaction again. If you still don't receive the email, try using a different email address that has a different domain (for instance, if you were using a Gmail email address, try a Hotmail or Yahoo address instead.

 

If the same thing happens, we may need to configure the server to accept QuickBooks mail server hostnames and IP addresses. Just follow the troubleshooting solution in Step 3 in this article: 3 solutions for when customers aren't receiving your email. Thought the article is for QuickBooks Online, it still works for QBSE version. We can also contact your IT expert to have the QuickBooks mail server hostnames and IP addresses are added to your outgoing mail servers.

 

Feel free to visit our Transactions page for more insights about managing invoices, payments and transactions.

 

I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. Take care always. 

cwright1
Level 3

My emailed invoices are not being received by my customers

HI

Having managed to actually speak to QB they admitted that the problem of random invoices showing as not delivered is caused by QB being blacklisted by some servers. They are aware of the problem - and have been since at least Feb 22 when we first reported. 

Apparently the timeframe to fix is by 6th June !!

I have little confidence they will actually meet this given its been 3 months already.

The numbers aren't huge but that's not the point. 

QB should be giving this much more priority. 

Our software guy says QB have a poor reputation with serviers - they are considered as spam - only they can clean up their problem. 

 

GeorgiaC
QuickBooks Team

My emailed invoices are not being received by my customers

Hi cwright, thanks for updating this thread - our payments invoice experience engineers have confirmed that the fix is in the process of being implemented with a target release in product at the end of May (around 23/05) or the beginning of June (around 06/06). We appreciate this may be longer than expected but we are working to resolve ASAP and we thank you for your continued patience in the meantime 🙏

Suzanne 1
Level 3

My emailed invoices are not being received by my customers

I am having the exact same issues. Have reported in the same timeframe and its unbelievable it still isn't resolved. I am continually referred to the chat function which is no use and will not supply contact details for customer service manager. I want a refund for the 3 months this service hasn't been operating to standard. So time consuming having to download invoices and send outwith quickbooks. 

cwright1
Level 3

My emailed invoices are not being received by my customers

Suzanne

Totally agree - QB like to push everyone to various re set this/that - they have known about this issue for at least 3 months

Talking to someone is far too difficult and actually getting any kind of compensation for the time they waste appears impossible.

i also fail to understand why it should take them nearly 4 months to resolve  - assuming they actually do so by 6/6/22. I have my doubts. 

its not that there is a poor customer service - its almost non existent at times 

Suzanne 1
Level 3

My emailed invoices are not being received by my customers

absolutely

 

xero and sage are looking like good options right now ! 

 

 

John C
QuickBooks Team

My emailed invoices are not being received by my customers

Hi Suzanne1 We sincerely appreciate your frustrations in regards to this issue and the length of time it's taking to resolve, however we can assure you that our engineers are working towards a resolution. We also apologise for any inconvenience that this maybe causing you and the impact on your business. You can use the enclosed link to submit a refund request.https://quickbooks.intuit.com/learn-support/en-uk/intuit-refunds/request-a-refund-for-your-quickbook...

Suzanne 1
Level 3

My emailed invoices are not being received by my customers

John thanks for the reply 

 

I have tried reaching out on social media direct message and still cannot speak to anyone and am directed to your chat service which is of zero use. 

 

Todays email response is this has been escalated to our Invoice Engineering Team which after 3 months is just not acceptable. 

 

 

 

 

EmmaM
QuickBooks Team

My emailed invoices are not being received by my customers

Hello Suzanne1, We've been in contact with the engineering team dealing with this investigation and we can confirm a fix is due to be implemented very soon in the product. They advised the fix is in the process of being implemented with a target for release in product at end of May (around 23/05) or by the  beginning of June (around 06/06). You can always reach out to our social media support.  In some cases they may ask you to reach out to the chat team as they have the option of screensharing with you which is not possible in our social media support.

cwright1
Level 3

My emailed invoices are not being received by my customers

John

I see there is a link (not offered to me on any previous posts on this issue) to claim a refund on subscriptions.

In true QB style you expect us to spend yet more time in applying online for something that really a customer service adviser should deal with - you know the case and the account - why do we need to complete a form and wait?

Having clicked the link i se that if the subscription is though your accountant/book keeper you want them to apply.

Suggestion - how about QB simply request bank details of those affected and make a compensation payment for all the extra time taken in manually sending out invoices and having to try to actually get the problem looked at by QB - that would be a new approach !

EmmaM
QuickBooks Team

My emailed invoices are not being received by my customers

Hello Cwright, The refund process was changed so that the customer has the chance to see full progress and add in their own reasons for a refund. This is now all dealt with by one team so there are no wait times for approval which in the past there have been. We do see what you are saying, regarding a company refunding you it is generally the case you get asked for additional information. We can certainly pass on your feedback.

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