Confusion occurred today because the invoice emails we send out to clients showed a due date of 12/15/19. Inside QB and inside Intuit Payment Center it shows the correct due date of 12/31/19 because we use the following term:
"1st of the month"
Net due before the 31th day of the month
Due the next month if issued within 5 days of due date
Discount if paid: 0
We do our invoicing on the 15th of the month and invoices aren't due until the 1st (or 31st in this case for some reason) so it cause people to get confused.
I am confused because the due date in QB and the Payment Center are accurate. It is inside the email below our template where it has "Inv #, Due Date, Amount, Status (View and Pay Now Link". It's this due date where it says 12/15/19 where it should say 12/31/19.
Any help would be appreciated. I can also send screen grabs if necessary.
Hi there StevenEBC,
I want to make sure both you and your customers have the correct information when it comes to your invoices and the payments you're expecting to receive. I know how even a slight error can cause miscommunication, and it's best we do what we can to avoid that.
I used the parameters you outlined and set up a term, then a transaction, in my test file to see if I would get the same results as you. Looking at my transaction, everything looks as it should. Because of that, I'd like to have someone take a closer look at this with you. It could be something with how your form is set up or something minor that's being overlooked, but using tools such as a screen share session, we can get to the bottom of what's going on and begin troubleshooting.
To get in touch with QuickBooks Desktop support, take a look at the following article to see how to do that, hours agents are available, and other important information: Intuit QuickBooks Desktop software support policies
Don't be afraid to get in touch!
I was on the phone with support yesterday and they were not able to help. They provided a few documents from this support system that I had already viewed that did not apply to this issue. From there they said they would have to charge me a support plan to continue. The agent had trouble understanding the problem fully so I didn't feel very confident that starting a support plan for this instance would garner much value. Hoping this support board can help.
I am attaching extensive screen grabs to fully explain what is happening and an explanation for each one based on the file name:
"1 - invoice inside QB" - This is the invoice inside QB desktop 2020 and shows that we created the invoice on 12/15/19 and the term is "1st of month".
"2 - term 1st of month" - This shows the settings that I described in my initial post about the "1st of Month" term settings.
***"3 - email" - This is where the problem lies and we need help solving. At the bottom of this image you will see what causes my clients issues, it says due date 12/15/19. Having thought this out, the only place 12/15/19 exists is on the "Date" of the invoice creating date. The Term does a calculation so it isn't a hard date.. though our QB system and Intuit Payment Center interpret the date to be "Due 12/31/19", it is still showing up 12/15/19 in the email.
Is this portion editable inside a template in QB somewhere? When I go to the invoice templates I see the message about "Pay Your Due Invoice Online" and can edit it, but the information below that line I am unaware of whether I can edit it or not. (This is the primary issue to my post)***
"4 - intuit payment center due date" - This shows that once the client clicks the link at the bottom of the email the Intuit Payment Center understands the Term logic and shows a due date of 12/31/19
"5 - invoice print" - This is just another version of the same invoice. Again, the invoice itself does not show the logic or due date that QB or IPC interpret, the invoice only shows that logic (not a hard 12/31/19 date) under the TERMS
I hope this outlines the issue fully. I hope to hear back any feedback or a solution.
Welcome back to the Community.
I would love to check the status of your account, but the security of your account is our top priority.
To figure out what is happening, I suggest contacting Merchant Support Team. They can access your account and tools are available to check and investigate the issue. Just click this link to get in touch with them: QuickBooks Payments.
You can always visit the Community if you need anything else. We're here to back you up. Have a great day!
I wasn't given a case number at all. This issue wasn't received well by the agent on the phone and a case number was not brought up or provided. It was more of a push for a service plan to continue. I followed the link you provided and I reached out to the Merchant side. There response before quickly transferring me to the "QuickBooks team" was
"Parker H at 16:27, Dec 17:
So this wouldn't really apply to us where the invoicing is what's showing incorrectly, so let me get you to our QuickBooks team."
Waiting to connect with someone there.
To me, the problem is in the email creation that creates the "view and pay now" portion of the email. I was quickly turned down by the merchant side of things.
Any help would be fantastic
I started out with Merchant, then was transferred to Desktop, and now I'm being told it's back to Merchant..
Can anyone define who is responsible for the bottom portion of the email that starts at "Pay your due invoices online"
If Merchant has some sort of injection to make that portion of the email then it's all on Merchant's side. But if that's true then Merchant is handling the entire email send. Can someone clarify?
Hi there, Steven.
I will say that this is joint support from the Merchant and the QuickBooks teams.
I see the screenshot, and it explains the scenario well. Nice edit, by the way. I can see that the due date in the overview differs from the due date on the actual invoice. If I were your customer, I would be confused too.
The due date in the invoice overview is generated by the system and needs to be corrected to show the correct information. It's best if this will be brought to the QuickBooks Support team since the invoice came from QuickBooks. In that way, they can gather enough data to investigate this further. You can share the screenshot with them for their visual reference as well. I know you already tried contacting them. However, that's the best way we can do to handle this kind of situation.
In the meantime, you can include a note in your email that instructs your customers to follow the due date on the actual invoice instead of the date in the overview. That way, they won't be confused about the different dates they see.
Feel free to reach back out if you have other questions about this scenario. We'll be here to assist you in the best way we can.
Have a good day, Steven!
Hi there, @ericw1165.
I can see that you're new to this thread and experiencing the same issue.
As previously suggested, it would be best to directly reach out to our customer support to address this concern. This way, they can perform some tests and trace the primary reason why the due date in the emailed invoice isn't matched with the one in QuickBooks.
Here's how you can reach out to them:
Just a heads up, due to COVID-19, we have limited staffing and have reduced our support hours to 6 AM-6 PM PT Monday-Friday. We will resume normal hours, as indicated below, as soon as possible.
Please check out our support hours to ensure that we address your concerns on time.
In case you need to view your income and expenses transactions grouped by customer, you can run the Transaction List by Customer report. Just to the Reports menu and select Customers & Receivables. Then, choose Transaction List by Customer.
If there's anything else I can do for you, please let me know. I'll be around to help.