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jpcbarlow
July 9, 2022
Question

***UNRELIABLE*** sending invoices to customers MAJOR PROBLEM

  • July 9, 2022
  • 1 reply
  • 0 views

When sending invoices from QBO, they aren't always being delivered.  After doing research online it appears that QBO is suppressing the reality of this situation.  Plain and simple, this is a MAJOR Quickbooks problem.  Not a problem of their users like me that are trying to send invoices to customers, and it's not an issue on our customer's end either...please QB support and engineering don't use that as an excuse. 

 

I've found a lot of communication surrounding this issue, and it's an issue on Quickbooks hands.  I use QBO myself, and when I use the ability to send an invoice to a customer from QBO I expect and rely on it to work.  I have QBO set up to copy myself on the invoice being sent, my business partner, and my office manager.  Sometimes I don't receive a copy of the email with the invoice attached, sometimes my business partner doesn't, sometimes my office manager doesn't, and after talking with customers, they are are also not receiving invoices.

 

***A notice should be sent to all QBO users that this issue exists and a timeline provided of when this will be resolved. 

 

Invoices to customers = accounts receivables that need to be paid as cash flow is paramount in any business.  Cash is king, and QBO support & engineering need to realize that and get with it.  If anything needs to be prioritized to be resolved it would be this issue.

 

How is this not on the front page of Quickbooks Community/Support?  How are QBO users like myself not notified of this issue?  When COVID-19 hit, you could turn on any news station where that was in the forefront of discussions.  This certainly isn't COVID-19 with peoples health and lives at stake, but it does, is, and will continue to have a major impact on people's livelihoods that rely on QBO to send customers invoices so that they can be paid for their services so that they can pay themselves and their employees and in turn provide for themselves and their families.  THIS IS NO SMALL ISSUE!

1 reply

katherinejoyceO
katherinejoyceO
July 9, 2022

Hello there, @jpcbarlow. 

 

I understand the importance of having your customers to receive the invoices that you've sent. 

 

This invoice delivery issue is tagged as an ongoing problem and know that it's highly prioritize. While our engineers are still investigating the root cause, I'd recommend contacting our Technical Support and Care team so they can add you to our notification list and receive updates about its status.

 

We want to make sure that your customers receive the invoice. In the meantime, you can use one of the following workarounds to send it:

 

  • Save your invoice as a PDF and send it via email through your business or other email address.
  • Send your customer a link to their invoice through SMS or messenger service. Simply click on “save and share link”, then select “copy link” and paste it into your SMS or messenger service.
  • If you have a Gmail or G-suite email account, you can use the send with Gmail feature to send invoices from your own address.
  • Save your invoice as a PDF, print it, and send it to your customer via mail.

 

I'd also suggest to perform 3 solutions for you when customers aren't receiving your emails. 

 

For future reference, see this article to learn more about customizing invoices, estimates, and sales receipts in QuickBooks Online.

 

Get back to me if you have additional concerns. I'll be here to listen and help in any way I can. 

 

 

 

    L
    Lcarrigan
    July 9, 2023

    QB team: I have been receiving error messages when trying to send invoices to a customer that has been invoiced successfully in the same manner with the same stored email address previously. Is this a result of the same "known issue" you're referring to above?

    K
    Kevin_C
    July 9, 2023

    Hello there, @Lcarrigan. I've got some troubleshooting steps to share to fix your invoice delivery problem in QuickBooks Online (QBO).

     

    First off, please know that the above-stated invoice delivery issue has already been resolved. Thus, you are expected to send invoices to your customers in QBO seamlessly.

     

    Since you still encounter such error messages, I suggest sending your invoices through a private/incognito window if you haven't tried it. The private window will not save any history, making it a good place to identify browser problems. To save you time, use either of these keyboard shortcuts:

     

    • Google Chrome: press Ctrl + Shift + N
    • Mozilla Firefox: press Ctrl + Shift + P
    • Safari: press Command + Shift + N

     

    If you can send them using a private browser, go back to your regular browser and clear its cache. Clearing the cache or cookies is the best way to get a clean slate for your browser.

     

    Otherwise, using other supported browsers can be a good alternative too. They'll provide the best and most secure experience with QuickBooks.

     

    However, I recommend contacting our Technical Support Team if the issue persists. They're equipped with the tools to perform a screen-sharing session to investigate this behavior further.

     

    Furthermore, you can visit this article to learn how to personalize and add specific info to your invoice and other form styles in QBO: Customize invoices, estimates, and sales receipts in QuickBooks Online.

     

    Keep me posted if you need further assistance managing your invoices in QBO. I'm more than happy to help.

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