Email default when sending PO

I understand how difficult it is for you to be unable to send Purchase Orders to your vendor's default email address. 
Please be assured that we will do our best to resolve this issue as soon as possible so you'll get back to working order.
 

We will escalate this case to our Next Level Help team, who'll review your comments and cases with support. 
 

Please keep your phone lines open and expect a call from our support team within 1-2 business days.
 

We're always here to assist if you require further assistance. Please don't hesitate to leave a comment here in the Community. Stay safe.

Hello ShangY, 

We did not hear back as promised from the person I reopened the case with on Feb 9th. We also have not heard from the 'Next Level Help Team' yet, I have however received a standard case-closed email from a predictable no-reply email address. Since we have opened this case three times, each time it seems that the team looking into it has poor attention to detail as they do not appear to understand the issue and name the cases with titles that don't match the issue and even here you are agreeing with how difficult it must me to be unable to send the purchase order to the vendor's email address. This is not the issue: Here is the issue once again: the CC email address which is the email address that shows up in the 'copy to' line, is defaulting to an incorrect email. The vendor DOES receive the PO but it appears to come from an email address that shouldn't have sent the PO, therefore when they respond with questions or order confirmations, those responses are not reaching the orders department. I called again today to see why you closed the case without fixing it for the third time and was told to re-open we would have to go back through the 1+ hours of case workup to have the case escalated to the team that needs to work on it. This is not something that Intuit is capable of fixing so I have declined at this point and am looking at different software providers that can provide a good software package and service. 

I have exact same problem. All my POs show a cc address, different from the one I have set in the company settings. And it doesn't change. WE NEED HELP/FIX.

Hello there, @AriaMD.

This isn't the experience we want to you have when using the program. It's possible that this has something to do with the browser you're using when you send your Purchase Orders inside QuickBooks Online (QBO). Since you tried to edit the CC address but was not able to do so, we recommend performing some basic browser troubleshooting method. Feel free to use these shortcut keys to access your account in a private or incognito Window:

• Chrome: Ctrl+Shift+N
• Firefox: Ctrl+Shift+P
• Safari: Command+Shift+N

Once you're in, try modifying the CC address again. If it works, you can proceed to clear your browser's cache. Refer to this article for the steps: Clear cache and cookies to fix issues when using QuickBooks Online.

You can also consider using other compatible browsers if the issue persists. See this page for more details: System requirements for QuickBooks Online products.

If the issue persists, we recommend contacting our Customer Care Team so they can check your account in a secure environment and conduct further investigation to determine the root cause of the problem. Check this page for more information: QuickBooks Online Support.

On the other hand, here are some articles to help you convert PO to expenses and keep track of your transactions inside QBO:

• Add purchase orders to expenses, bills, or checks in QuickBooks Online.
• Run reports in QuickBooks Online.

Feel free to visit the Community space anytime or comment below if you need help managing purchase orders inside the program. It'll be our pleasure to assist you right away. Keep safe.

Hi AriaMD, 

I would like to know if these suggestions resolve your issue. I have been on three separate calls where support join my PC to see the problem happening in real time, we tried different browsers, private browsing, logging in as different users - you name it, we tried it. They confirmed it was a bug in the software. We have another case open too for a bug in the purchase order process where every line created, duplicates as a billable item. I've given up on that one because thankfully it doesn't affect our process or accounting, it's just annoying. 

Hi Caroline,

Teh suggestions didn't work. But I think I found the bug. Looks like the systems only honors the settings of the "Sales forms". Even for the POs, it's ignoring the settings there and uses the one in the Sales forms. 

I removed the cc from my sales forms altogether, and next time I issued a PO, I no longer had that wrong email address showing on the cc for the PO email. 

Try that and see if you get the same result. But I think this is a bug, if not the one.

Hi Kurt,

This seems to be the standard answer of the QB team. It never solves any problem. The browser is not the issue. And in my case, I've downloaded the "desktop app" for the QBO. So, browser is not even a factor.

We understand the importance of seamlessly processing your Purchase Order (PO) in QuickBooks, AriaMD.

Since the issue persists with your PO cc email address, I suggest contacting our QuickBooks support team. By doing so, they can further assist you and resolve this matter promptly.

If you're using QBO, you can follow the steps below to reach out to them:

1. Log in to your QBO account.
2. Click Help (?).
3. Select Contact Us and choose a way to connect with us:

1. • Start a chat with a support expert.
   • Get a call back from the next available expert.

However, if you're referring to the QuickBooks Mobile Application, please call the number located at the bottom of this article: QuickBooks Online Support.

In addition, you may also check this article as a reference whenever you need to convert PO to expenses and keep track of your transactions in QBO: Add purchase orders to expenses, bills, or checks in QuickBooks Online.

Feel free to reply to this thread if you have additional QuickBooks-related concerns. We're one click away.

Hi Aria, 

Thank you!

This is awesome, we have spent so much time trying to figure this out and the support/tech team had no clue why it was glitching. This is a huge relief and will save a lot of faffing around as the only workaround was to save and send the PO's from outlook. 

Aria is the best! This was the workaround for me too! Thank you for posting this Caroline!