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Level 2

Message to customer disappears on CSV invoice uploads



I want to upload a CSV of invoices to customers. However when I do this the customer message we have on our default invoice doesn't appear?


Ive tried moving the message to the payment details section however this is limited to 400 characters.

8 Comments 8
QuickBooks Team

Message to customer disappears on CSV invoice uploads

I can share some info about missing customer messages on imported invoices, @allyson3.


In QuickBooks Online Advanced, it allows you to import multiple invoices at once so you can save time. Then, certain data can only shows on uploaded invoices. 


Here are the following entries:


  • Invoice number, Customer
  • Invoice date, Due date
  • Item amount, Item tax code


The Message to customer field isn't included, thus it is the reason why it's missing once you import them in QuickBooks. You can also review this article to learn more about the process: Import multiple invoices at once.


As a workaround, you can manually enter the customer message on the uploaded transaction. To proceed, simply open the invoice and make the necessary changes. 


I'm also adding this resource to help personalize and add specific info to your sales forms: Customize invoices, estimates, and sales receipts in QuickBooks Online. This way, you'll have attractive, professional-looking customer forms.


Keep me posted if you have additional questions about uploading invoices. I'll be around to help you again. Have a great day!

Level 2

Message to customer disappears on CSV invoice uploads



Thanks for the response.


The message is on the original custom template for the sales invoice so it doesn't need to be uploaded.


I just dont understand how it shows the bank details from the custom template but not the customer message.

QuickBooks Team

Message to customer disappears on CSV invoice uploads

Thank you for your prompt reply, @allyson3. I’ll assist you with your concern regarding invoice in QuickBooks Online (QBO).


I understand how important it is to provide the service and information that you desire to share with your customers by using the "Message to Customer" field on the invoice.


To isolate this matter, I suggest you double check the template that you used for the invoice you’ve sent to your customer. I added a snapshot for your reference:




On the other hand, if the issue persists, I recommend contacting our Technical Support team to go over your account and double-check everything. Our phone representatives have tools that can access your account to reinvestigate the issue and can provide fixes immediately.


Here's how to get in touch with them.


  1. Go to the (?) Help icon in your QuickBooks Online (QBO) account.
  2. Select the Search tab, and click Contact Us.
  3. Enter a brief discussion of your concern and click Continue.
  4. Select either Chat with us (if you preferred messaging) or Give us a call.


Please ensure to review their support hours to know when agents are available. This way, you can contact them at a time that is convenient for you.


Furthermore, here's an article that you can utilize when recording payments in QuickBooks Online.



Let me know if you have further concerns with sales forms. The Community always has your back. Have a great day!

Level 1

Message to customer disappears on CSV invoice uploads

I have the very same issue here. I realize the quickbook help shows that the invoice shown on message is link to the "memo" but when I tried, it actually shows up on the message on statement of account instead of message on the invoice. Since the ability to import data to create invoice is to save time, there's no reason we fall back to edit each and individual invoices. Imagine over 1000 invoice to edit individually...


Message to customer disappears on CSV invoice uploads

Thanks for becoming part of this thread, Daphne1111.


Since data from your imported CSV file isn't displaying correctly, I'd initially recommend confirming it's configured properly.


If everything looks correct, but columns for Message to be displayed on invoice continue routing data to your Message displayed on statement location after the upload finishes, I'd recommend checking your browser. It's possible this could have something to do with temporary internet files. Browsing applications store these types of records, but sometimes they can cause issues with certain webpages. You can open a private window and check to see if QuickBooks displays the imported data correctly.


Here's how to access incognito mode in some of the most commonly used web browsers:

  • Google Chrome: Ctrl Shift N
  • Mozilla Firefox: Ctrl Shift P
  • Microsoft Edge: Ctrl Shift P
  • Safari: Command Option P


If everything's importing to it's proper place while browsing privately, it's safe to say this problem's being caused by the browser. It can be fixed by clearing cached data and Intuit-specific cookies.


In the event it continues occurring while you're browsing in incognito mode, you'll initially want to try switching to another browsing application.


Here's a list of supported browsers:

  • Google Chrome - version 78 or newer
  • Mozilla Firefox - version 76 or newer
  • Microsoft Edge - version 75 or newer
  • Safari - version 12 or newer
  • Opera - version 68 or newer
  • Samsung - version 10 or newer


You can also check a browser's compatibility with QuickBooks by utilizing our browser health checkup tool. QuickBooks supports the current and two previous versions of browsers. If you find that you're using an unsupported version, make sure to update it to its latest release. Steps for doing so can be found on the particular company's website.


In the event you've found no problems that could be causing this with your browser, I'd recommend using a different device and/or internet connection. If it continues happening on other devices and/or internet connections, you'll want to get in touch with our Customer Care team. They'll be able to pull up the account in a secure environment, conduct further research, and create an investigation ticket if necessary.


They can be reached while you're signed in.


Here's how:

  1. Use the Help (?) icon.
  2. Click Contact Us.
  3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
  4. Select Start messaging or Get a call.


Be sure to review their support hours so you'll know when agents are available.


I've also included a detailed resource about system requirements for QuickBooks which may come in handy moving forward: System requirements


I'll be here to help if there's any questions. Have a wonderful day!

Level 2

Message to customer disappears on CSV invoice uploads

@Rubielyn_J I think @allyson3 knows what Importing invoices is. You are clogging the feed with your copy and paste explanations that do not fix the problem.

Level 2

Message to customer disappears on CSV invoice uploads

@ZackE It angers me when support does not bother to replicate the issue, but instead bury someone(@allyson3 ) in tech jargon and pages of tech speak: like clearing the Cache, etc. and never really offer a solution


The problem here is that the QBO Help page shows a graphic that shows that the "Memo" Column will be mapped to the "Message on Invoice" section, but it does not. It maps to the "message on Statement" section. Sorry @allyson3 to crush your dreams: The software is not designed that way.


Prior to my rant, I tested it in Incognito and then used another browser, as if I have the whole day.


The whole importing of invoices in QBO is very poorly designed. Rather than allowing you to tab around an actual invoice and import fields, you have to import multiple csv lines for a single invoice. This also results in all the auto-fill fields, like the Invoice Number, Product Description, Line Amount/Total, to have to be pre-calculated before entry. This is a massive problem for a company like my own, that imports invoices in bulk and then add some manually. I need to go and look up the next invoice number and then pre-populate a csv form... The whole thing is just not user-friendly especially for accounting staff who would typically use the software.


Here is what I tried so far (before coming to my conclusion)


Incognito Mode Chrome

Firefox (Different browser)

csv message added to "Memo" column

csv column changed to: "Message on Invoice"

csv column changed to: "Message to Customer" as some solutions suggest

changing of template!? (Really? It is Standard, but kudos to @RoseJillB for a half decent attempt at a possible solution)


@ZackE @RoseJillB @Rubielyn_J  :1st Lesson of SUPPORT = Replicate the problem! Not everyone you answer is a software engineer. You have to deal with grannys and 60yo accountants too.


None of the above works.

Fiat Lux - ASIA
Level 15

Message to customer disappears on CSV invoice uploads


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