cancel
Showing results for 
Search instead for 
Did you mean: 
sarahdee81
Level 1

Customer receives statement every month but never seems to get the invoice (although it shows as sent with the time/date on the system)? Any ideas?

 
Solved
Best answer September 17, 2020

Best Answers
FritzF
Moderator

Customer receives statement every month but never seems to get the invoice (although it shows as sent with the time/date on the system)? Any ideas?

Welcome and thanks for posting in the Community, @sarahdee81.

 

This usually happens when their spam settings are set to automatically filter. You can have them check their junk mail and spam folder. If the invoices are still missing, let's try to clear and re-enter your email address in the company settings.

 

Here's how:

 

  1. In QuickBooks Online (QBO), go the Gear icon at the top right to get to the Account and Settings
  2. Proceed to the Company tab at the left pane, then select Pencil (edit) icon in the Contact Info section. 
  3. Clear the Company email address field and enter the desired address, even if it shows as the correct one. Make sure there's no extra characters or spaces before, within, or after the address you enter.
  4. Hit Save and Done to complete.

 

After that, try to send a test invoice to yourself to double-check. If the issue persists, I highly suggest following the troubleshooting steps outlined in this article: 3 solutions for when customers aren't receiving your emails.

 

Please let me know how it goes or if you have any other issues in the comment section below. I want to make sure everything is taken care of for you. I'm always here to help. Have a good one!

View solution in original post

5 Comments 5
FritzF
Moderator

Customer receives statement every month but never seems to get the invoice (although it shows as sent with the time/date on the system)? Any ideas?

Welcome and thanks for posting in the Community, @sarahdee81.

 

This usually happens when their spam settings are set to automatically filter. You can have them check their junk mail and spam folder. If the invoices are still missing, let's try to clear and re-enter your email address in the company settings.

 

Here's how:

 

  1. In QuickBooks Online (QBO), go the Gear icon at the top right to get to the Account and Settings
  2. Proceed to the Company tab at the left pane, then select Pencil (edit) icon in the Contact Info section. 
  3. Clear the Company email address field and enter the desired address, even if it shows as the correct one. Make sure there's no extra characters or spaces before, within, or after the address you enter.
  4. Hit Save and Done to complete.

 

After that, try to send a test invoice to yourself to double-check. If the issue persists, I highly suggest following the troubleshooting steps outlined in this article: 3 solutions for when customers aren't receiving your emails.

 

Please let me know how it goes or if you have any other issues in the comment section below. I want to make sure everything is taken care of for you. I'm always here to help. Have a good one!

londonbookkeeper
Level 1

Customer receives statement every month but never seems to get the invoice (although it shows as sent with the time/date on the system)? Any ideas?

We're using QBD Enterprise and we are getting the same issue. We send statements in batches. Some statements are received fine but others are received in a format that cannot be opened. Any thoughts?

ChristineJoieR
QuickBooks Team

Customer receives statement every month but never seems to get the invoice (although it shows as sent with the time/date on the system)? Any ideas?

The issue you described is a known problem with Microsoft Outlook, @london. When sending e-mails with attachments from QuickBooks, if the recipient's client isn't capable of receiving rich text format (.rtf), Outlook may convert the attachment to a file called Winmail.dat.

 

The Winmail.dat file contains formatting information and other data specific to Microsoft Outlook. It is not a readable file for the recipient, and it can cause confusion and frustration when trying to open it.

 

There are a few steps you can take:

 

  1. Ask the recipient to see if it supports rich text format (.rtf). If it does not, they may need to make changes to their settings.
  2. In QuickBooks, you can try changing the format to plain text from a rich text format. It can be changed in the Preferences section of QuickBooks Desktop.

 

Here's how:

 

  1. Go to the Edit menu at the top, then choose Preferences on the drop-down.
  2. Pick Send Forms on the left panel and go to the My Preferences tab.
  3. Put a checkmark on the Use Plain Text format for e-mailed invoices, then click OK.

 

If the issue persists, you can try sending the attachment in a different format, such as PDF or DOCX, which are more universally compatible.

 

I'm also adding this page for more information: Sending an email through Outlook from QuickBooks Desktop.

 

The Community is always here to support you. If you need additional help with Outlook concerns in QuickBooks Desktop.

londonbookkeeper
Level 1

Customer receives statement every month but never seems to get the invoice (although it shows as sent with the time/date on the system)? Any ideas?

I went to change the preference to email in RTF, but that option isn't available under my preferences.

FateCandylaneT
QuickBooks Team

Customer receives statement every month but never seems to get the invoice (although it shows as sent with the time/date on the system)? Any ideas?

Thanks for getting back into this thread, londonbookkeeper. I've come to help you change email formatting texts in your file.

 

As I've tried it here on my end, I was able to modify and enable the Use Plain Text format for e-mailed invoices under Preferences. Unusual behaviors similar to this might have caused data damage to your company file. Let's perform some troubleshooting steps to help us identify this issue and ensure this option is visible on your file. You'll want to make sure you've updated your QuickBooks Desktop to its latest release and run the Verify Rebuild Data tool, so you'll always have the latest features and fixes. Beforehand, I've added a screenshot for visual reference when configuring this under the Preference menu.

 

preference menu.png

 

To verify your data:

 

  1. On the top menu, click File and select Utilities.
  2. Click on Verify Data.
  3. Select OK when QuickBooks doesn't detect any problem with your data.
  4. If verify finds an issue with your data, you'll be prompted to Rebuild Now or View Errors.
  5. Click Close or View Errors and take note of the specific error message.

 

Then, here's how to rebuild data:

 

  1. Go to the File menu and choose Utilities.
  2. Click OK if you receive a prompt to back up your company file.
  3. Select OK when the rebuild is complete.
  4. You can run the Rebuild Data again to ensure there's no error.

 

If the same thing happens, you may consider using the QuickBooks Tool Hub to resolve errors on your file.

 

Moreover, I'm adding this guide that you may utilize when receiving customer payments: Record invoice payment.

 

We'll always be available in this forum if you require additional assistance managing your file and customer invoices. Feel free to leave your queries in the comments below. Keep safe and have a good one!

Need to get in touch?

Contact us