Hi trishhardie,
This is a great question and I can go over the email settings to help you sort this out.
In QuickBooks Online, there are multiple choices for online delivery formatting for the email sent to your customers: show short summary in email, show full details in email, PDF attached, and Online invoice or Plain text. For tracking when your customers open emails, you'll need the Online invoice option selected. Here's how it's set up.
- Select the Gear icon at the top right of your account.
- Choose Account and Settings.
- Click the Sales tab on the left.
- Scroll to and open the Online Delivery section.
- Choose Online invoice option from the Additional email options for invoices drop-down menu.
- Click Save.
- Choose Done to exit settings.
If you had sent invoices by email to your customers before configuring this setting, those invoice statuses won't change. All invoices sent after setting it up will show the tracker.
Another thing to consider is whether you've updated the invoice after sending it to the customer. If so, the system resets the status to unopened until the customer views it again. If the customer viewed the original invoice, that's great. Encourage them to return to the email or check their inbox if you resent the email.
In the event all of your invoices were sent with this setting configured, but you're still not seeing the tracker update, double check with your customers that they have indeed opened the email. Otherwise, I encourage you to reach out to our support team so we can troubleshoot. Here are the different ways you can get in touch.
Phone: 1-833-317-2226 from Monday to Friday from 9 a.m. to 8 p.m. ET or Saturday from 9 a.m. to 6 p.m. ET
Social Media: Facebook and Twitter from Monday to Friday between 9 a.m. and 8 p.m. ET
Chat: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Start a Chat
Enjoy the rest of your day!
