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Why did customer receive incomplete invoice when printed invoice has all information ?

Invoice was rejected due to no site or purchase order on it, but my copy has all the information !
QuickBooks Team

Why did customer receive incomplete invoice when printed invoice has all information ?

Hi there, @frankturner-ltd.


There are no current issues about customers receiving incomplete invoices when sending them from QuickBooks Online (QBO). I'm here to share with you some troubleshooting so your customer can see the invoice details completely.


First, let's review the invoice details. Then, resend it to your customer. If he or she receives it incomplete, you can try sending the transaction to your email address to narrow down the issue.


If you're getting the same result, I recommend deleting and recreating the transaction. Before resending the invoice, make sure to review the customization settings from the Custom Form Style window and the invoice details as well.


  1. Go to the Gear icon, then click on Custom Form Styles.
  2. Choose the template you're using.
  3. Make the necessary customization.
  4. Select Done when finished.


If the invoice details work fine on your end, you can ask your customer to open the invoice through a private window. It's the best place to check browser-related issues while working with QuickBooks or opening emails sent from QBO.


Here are the keyboard shortcuts:


  • Google Chrome: Ctrl Shift N
  • Safari 11 or newer: ⌘ Shift N
  • Mozilla Firefox: Ctrl Shift P
  • Microsoft Edge: Ctrl Shift P


They can also clear their browser's cache to start fresh. Or, use another supported and up-to-date browser.


Once the customer receives the invoice and decide to pay it, you can record the transaction following the steps provided in this article: Record an invoice payment - QuickBooks.


Moreover, here's how you can manage your sales and other customer entries in the future: Topics about your company's income and customers.


If you have any other follow-up questions about your customer's invoice, let me know by adding a comment below. I'm always here to help. Keep safe!

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