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DSMJANE
March 31, 2025
Question

Emailing an invoice - what the recipient seesmotsuc

  • March 31, 2025
  • 2 replies
  • 0 views

When our customers receive an invoice via email or text, and click the “review and pay”button, they are taken to a payment window.  Sometimes, an upper right hand box will appear that says “You have x open invoices”, where x is the number of open invoices the customer has (2, 3 whatever). 9The customer can click in this box to see and pay the other invoices.)  But often times this box does not appear even when the customer clearly has other open invoices, and I cannot figure out why. Does anyone know how to make it appear each time there are other open invoices?  Thanks.

2 replies

S
SashaMC
March 31, 2025

Welcome to the QuickBooks Community, DSMJANE! 

 

Thank you for reaching out! I have a few questions, so we can narrow this down and find a solution. 

 

  1. Does the same thing happen if you send a test invoice to yourself?
  2. Have you noticed if the option disappears if the customers have many open invoices (like more than a specific amount)?
  3. Are your clients all using the same browser?
  4. Have you noticed if it works for clients who use a mobile browser but not for those who use a computer (or vice versa)?

 

Knowing this will help tremendously! I will be looking forward to your response! See you soon. 

D
DSMJANEAuthor
March 31, 2025

The same thing happens when I email these to myself.  In fact, this is how I’ve been testing the feature all along, sending invoices to several personal email accounts of mine not tied to QB.  I have created many test invoices that are current, a month overdue, two months overdue, etc.  I’ve even taken real customer invoices that are many months overdue and changed the email to myself and sent them to myself. I have opened the emails and clicked the review and pay button with iphone, iPad, and Windows.

All of my invoices are relatively small ($20, $125, $500) and the total of all have never exceeded $900.  The function of seeing the other open invoices in the right had corner worked sometimes a few weeks ago.  I put it aside to try to figure out later, which I’m working on now, and it is not working at all now.

J
JanbonN
March 31, 2025

Hello there, Jane. We appreciate the detailed information and your efforts in testing multiple scenarios to resolve the issue with the unpaid invoices section. Allow me to provide further details about this.

 

Upon trying this on my end, I've noticed that some invoices correctly display the unpaid section, while others do not. Two potential contributing factors have emerged: the email provider used and invoices not sent to the customer do not appear in the unpaid section. Being aware of these two elements when managing and sending invoices will help remedy the issue.

 

Additionally, you can also send statements to show customers summaries of their invoices, payments, credits, and balances.

 

Please return to this thread if you have other questions about your invoices in QuickBooks, Jane. We're here to answer and provide further assistance.

D
DSMJANEAuthor
April 2, 2025

Hello again.

The potential contributing factors you mentioned (email provider and invoices not sent do not show up in unpaid) do not seem to contribute to my issue of customers not seeing the open invoices in the right hand corner.  I again have tried many scenarios, including sending emails to various gmail, outlook, and corporate email accounts.  I’ve also tried this with invoices not previously sent, invoices newly sent, and overdue invoices by a little and lot.  Interestingly, this worked occasionally a few weeks ago and now doesn’t work at all.  Perhaps there is a setting?  Any help anyone else can provide is appreciated!

Tori B
Tori B
April 2, 2025

Thanks for checking back in, @DSMJANE.

 

I appreciate the time you've taken to resolve this issue and all the details you have shared with us. 

 

Since this worked occasionally a few weeks ago, I recommend reaching out to our Customer Care Team. This way, one of our agents can review your account in a secure environment, use their tools to screen share, and investigate this problem further. I'm including the link below to connect with our team. 

 

 

Please don't hesitate to let me know if there is anything else I can assist you with. I'm happy to lend a hand. Have a good one! 

 

 

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