Invoice reminders issue

Ebbage · ‎February 10, 2021

Hi,

One of my clients emails out invoice reminders and has their email sent a copy too, when they are sending invoice reminders for one of their customers they are getting the reminder sent to themselves three times. They have not had any confirmation from their client, but are concerned they are getting it three times too. Ideally, if it was a glitch that only affected us then great, we are reluctant to nudge the customer until we asked here.

Has anyone had this issue, or having this issue currently?

thanks,

Ryan

GeorgiaC · ‎February 10, 2021

Hi Ebbage

Thanks for checking those details, this does sound unusual and we don't currently have any reported investigations for this issue.

Just to be sure there are no cache issues at play, could you please have your client clear the cache on their regular browser following our guide here and then monitor the invoice reminders following this. If they continue to receive duplicate reminders please get back to us below so we can escalate higher.

Thanks again!

View solution in original post

John C · ‎February 10, 2021

Hi Ebbage Is your client sending the reminders from a mobile device or a computer/browser. It may sound obvious but are they maybe sending the reminder three times, do their email address in the cc field as well as the customers email field?

Ebbage · ‎February 10, 2021

Hi John, from the web browser - they have 4 quickbooks licences and only happening on a few customers on one of the licences. I've done a full check on the set up of the licence, no additional bcc/cc etc. invoice reminders is disabled in settings, they send out manually.

GeorgiaC · ‎February 10, 2021

Hi Ebbage

Thanks for checking those details, this does sound unusual and we don't currently have any reported investigations for this issue.

Just to be sure there are no cache issues at play, could you please have your client clear the cache on their regular browser following our guide here and then monitor the invoice reminders following this. If they continue to receive duplicate reminders please get back to us below so we can escalate higher.

Thanks again!

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Invoice reminders issue