Buggy new Customer Invoice Default

Hello there. I want to share some ideas about the online customer invoice in QuickBooks Online. 

Turning off the online payment options on invoices prevents them from showing in your customers' emails. It'd also take off the Review and pay buttons. Below is a snapshot of how it'll look like:

Let's ensure everything is done correctly. If you want to remove the payment methods on a single/specific invoice, simply open it and manually edit it from there.. Here's how:

1. Access the invoice you're working with.

2. Under Online Payments, click on Edit.

3. Uncheck the methods you want to remove.

4. Once done, click on Ok.

On the other hand, if you want to unlink QuickBooks Payments from your QBO account completely, I recommend contacting our Merchant Services team so they can disconnect the account for you. This will take effect on all invoices moving forward.

Furthermore, you can modify the email content in your Account and settings to customize the second line, greetings, and closing message. See the image below for reference:

Finally, here are extra articles you can browse about personalizing invoices and keeping track of customer payments:

• Customize invoices, estimates, and sales receipts in QuickBooks Online
• Record invoice payments in QuickBooks Online

I'll be around if you need more help with invoices, payments, or QuickBooks in general. Just hit the Reply button to enter your message. Keep safe.

Thank you for the suggestion but it does not solve the problem.  We'd like our customers to have the ability to pay online and your suggestion removes that option.    The only way to allow them to pay online is with the goofy new format.  Can intuit at least acknowledge that there is typo in the first line where it says "Here is your invoice from ."?

Thank you for getting back to us, @csimkocpa.

Adding payment links to invoices through QuickBooks Payments allows customers to conveniently make online payments. Accepted payment methods include PayPal, Venmo, credit card, and ACH bank transfer. By clicking on the link in your email, customers can complete the payment process.

Additionally, I completely understand your frustration with the recent update to the online customer invoicing function in QuickBooks Online (QBO). Changes to familiar features can be challenging, especially when they impact the overall appearance and professionalism of your invoices.

It can be disheartening when you have no control over certain aspects of the new format that your customers see. As a QBO user, you deserve the ability to customize and tailor the invoices to match your business's unique branding and requirements.

Please know that your feedback and concerns are important. Discovering new ways to adapt to our customer’s needs is how QuickBooks gets even better. That said, I suggest submitting a product suggestion directly to our software engineers. 

1. Go to the Gear icon at the top. 
2. Click Feedback.
3. Enter your comments or product suggestions.
4. Then choose Next to submit feedback.

Moreover, I've attached some relevant articles you can review to help handle and personalize your invoices in QBO: 

• Send them a reminder message
• Customize invoices, estimates, and sales receipts.

If you have any questions regarding the new format, I'm here to help in any way I can. Together, we'll navigate through these changes and find solutions that work best for you and your business. 

Again, thank you for the feedback.  It's not just a matter of getting use to a new format.  I don't understand how this line item "Here is your invoice from ." made it through any kind of Intuit quality control.  It's an incomplete sentence.    The new format is confusing to customers and looks junky and unprofessional.

You have completely missed the OP's point.  The point isn't to remove the QB payment methods, the point is to fix the formatting of the email.  I have this issue as well.  You have a massive bug in the email invoice.  The format has completely changed as is not at all what is previewed in the email template customization.  Not only does the new format lack professionalism, but not my logo is formatted incorrectly with no way to fix it.  Please fix this ASAP.  I have been on the fence about switching away from QB to another provider given the current costs of the subscription.  If this issue goes unresolved any longer, my decision has been made.

Hi there,

Thanks for joining the thread and bringing your invoice concern to our attention.

As I've checked our records, I've confirmed that there's an ongoing issue with the invoice email in QuickBooks Online. I suggest reaching out to our Customer Care Team so they can add you to the list of affected users. From there, you'll be notified once this issue gets resolved.

To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.

For future reference, check out this article to learn how to receive invoice payment in QuickBooks Online. 

Don't hesitate to let me know if there's anything else I can do to help. I'm always here to assist. Have a nice day.

I tried contacting Customer Care as you suggested, explained the situation in detail for the 3rd time and was told that there was no "affected users" list that I could be added to.  The agent said there are no investigations currently open as Intuit does not view this as an error.  The only resolution to such a poorly designed invoicing template that includes TYPOS is to send feedback to the Engineers.  

I'm experiencing the exact same issue.  They are inserting their advertising logos at the top and bottom of the invoice emails.  My logo doesn't appear correct either.  They've also added the "Hope to see you again" message at the bottom of the email.  If I turn off all payment options, then it looks fine.  That's not acceptable.  

Unfortunately, I believe Quickbooks has decided to use everyone's invoice emails to promote their products. That's more important to them than actually giving customers a usable product.  So they try to pretend that it really isn't a problem.

"Hope to see you again" is beyond cringey for our business!  Intuit- let US decide what language to use with our customers!

Agree GeeDubb about moving away from QBO.  I have been a QB user for many years and have gone through many updates some of which have been clunky and frustrating but I've accepted them.  This is the worst update because it interferes with how we present ourselves to our customers.  We will migrate from QBO if this is not resolved.

****Update**** Intuit reached out and said that there is now an investigation created for this issue.  I would suggest reaching out to Intuit and ask to be added to that investigation so that they know others are also having issues. INV-87997.  

csimkocpa:  Thanks for your hard work and update.  I'll be adding my name to the list.

Hi

I am having the same problem.  I agree with all of the above.  Just spent so much time trying to fix this.  Also my logo is appearing squished.  The invoice is unprofessional and needs to be fixed asap.  

Will add my name to the list.  Thanks for helping get this resolved.  

Intuit Team- In addition to the 5 problems outlined above, please add

6) Logo distortion

7) We are no longer able to customize the email greeting from the preview screen.  You would think we can because the left hand side of the screen allows the defaulted language to be modified but the modified language no longer updates on the right side of the screen (the customer preview screen)

I hear you!! I have been using QB since the 1990s, and am so frustrated with QBO. I felt forced to make the change and it's been a nightmare. Obviously they want us to hand everything over to them to do for us. $$$ This morning all I want to do is to print 5 paychecks. It looks goofy the way it prints, even after adjusting. But, oh wait! They suggest using their checks if I'm having trouble printing. I hate to make another nightmare move, but I will be looking for something new at the end of the year.

I hear your sentiments and appreciate your efforts in trying to resolve the issues when managing invoices in QuickBooks Online, CS & jorgenson. I'm here to point you in the right direction for further assistance.

As mentioned above, there's currently an ongoing investigation ( INV-87997) about the problem you're encountering. Rest assured that our engineers are actively looking for a solution. I recommend contacting our Customer Support team so they can add your account to the list of affected users. Here's how:

Important: Please note the hours of operation to make sure experts are available for help.

1. Log in to your QBO account.
2. Click on Help (?).
3. Select either tab to proceed:

• Assistant: Get fast, customized responses. Enter your concern. If you need more help, click on Talk to a human.
• Search: Explore the QBOknowledge base directly, or hit Contact Us and select a way to connect with us:
  • Start a chat
  • Get a callback

Additionally, you'll get an email notification from the team for the progress of the case.

Finally, you can learn more about importing, designing custom form styles, and personalizing your sales forms, check out these helpful resources: 

• Import custom form styles for invoices or estimates
• Customize invoices, estimates, and sales receipts in QBO

Let us know if you need more guidance with invoices or QuickBooks. I'll make sure to respond as soon as I can. Take the best care!

I'm a new user to QBO and so far I'm very unimpressed with the invoicing workflow.   Generally, for such a big company it is terrible.   People should be on probation for such garbage and your customer service so far shows that you don't value us very much.  Where is management?

***Update**** So happy to see that these invoicing problems seem to be fixed!!  Invoicing format is back to the way it was before the disastrous "update".  Thank you intuit team!