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All of a sudden, the subject lines on our outgoing Customer Invoice Emails are incorrect. They don't match the subject line and tags used on our Invoice Email template.

Forum|Forum|2 years ago
August 6, 2024
18 replies
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I have double-checked our Template settings and they are still saved as they always have been, i.e. "Invoice [Invoice #] from our company name". But the email subjects that are going out to customers have been everything from "New payment request from (owner's personal name - not company name as it should be)" to "(Customer name), you have a new invoice from (owner's personal name - not company name as it should be)". What is going on?! And how do we fix it, since our template settings are still set to what they have always been, and not these new subject lines?

QuickBooks Online

Best answer by WarrenGChase

I just spoke with customer support and we found what appears to be the option to turn off the rotating/variety of subject lines in the invoice email. When you preview the invoice email, there's a little icon in the subject line text box all the way on the right. If you click on that, it gives you the option to turn the AI Suggested Subject off. Doing that appears to be a (global) setting (for all future invoices), not just for the current invoice. See red circle in screen shot below (I already turned if off, so the icon doesn't appear, but that is where it was).

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SarahannC

Hello there, dnmh.

We've received similar cases regarding the incorrect business name on custom form-style emails. Please know that our engineers are actively addressing this.

Rest assured we'll resolve this as soon as possible. For now, please give us a short call to add you to the list of affected users. You'll receive an update via email as soon as information becomes available. Here's how:

Click on Help in the upper-right corner.
Go to the Search tab and click on Contact Us.
Select Continue.

Additionally, here are some articles that provide step-by-step instructions on how to personalize your sales forms and record incoming invoices:

We appreciate your patience as we continue investigating this. If you have other concerns, the Community is always available to help.

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dnmhAuthor

Thanks for the quick response @SarahannC - is there a case number or investigation number that you can provide? My experience in calling into customer service is that it generally takes at least half an hour for the rep who answers to find the applicable investigation or realize that there's an actual known bug in the system. Having an investigation number would (hopefully) speed that process up immensely so that last time would be wasted.

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SheandL

Thanks for getting back to this forum, @dnmh. I'll gladly share the investigation number linked to your concern.

The attached investigation number to your concern is INV-109096. You can contact our support team and inform them that you're experiencing an issue related to this investigation. By doing so, they can include you in the list of affected users and notify you as soon as a resolution is implemented.

Once you've received the customer's payments, it's best to record them in QBO. For guidance and more information, check this article: Record invoice payments in QuickBooks Online.

You can reply to this post for other concerns regarding customizing invoices. I'll be sure to help you anytime.

FishingForAnswers

@dnmh Judging by several recent topics, QBO's new AI pet is still not housebroken.

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WarrenGChase

I am having the same issue and don't like the rotating/variety of Invoice Subjects. Please make it stop and use the one that is in my invoice template.

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WarrenGChaseAnswer

I just spoke with customer support and we found what appears to be the option to turn off the rotating/variety of subject lines in the invoice email. When you preview the invoice email, there's a little icon in the subject line text box all the way on the right. If you click on that, it gives you the option to turn the AI Suggested Subject off. Doing that appears to be a (global) setting (for all future invoices), not just for the current invoice. See red circle in screen shot below (I already turned if off, so the icon doesn't appear, but that is where it was).

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CamelleT

Thanks for posting back in the thread, Warren.

I truly appreciate your effort in sharing the solution for turning off the rotating/variety subject lines in the invoice email. This information will help other users who encounter the same scenario.

If you have additional questions about customizing invoices in QBO, please click Reply. I'll be available to respond promptly, Warren.

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scottkeen

OMG. This was the worst use of AI that has caused confusion and problems.

I realized too late after I sent out invoices that QBO was making random "AI" subject lines.

Intuit -- Did you even bother to think for one second that our customers might be using filters on the email subject line to sort email and categorize emails?! No, you just implemented something without thinking of the repercussions it would have and the business processes that would be affected.

Yes, I know NOW that I can disable this... BUT WHO TOLD YOU TO ENABLE IT BY DEFAULT?! WHY?!

If you want to release some gee-whiz cockamamie idea, make it an option that is DISABLED by default until we enable if we want it.

Stop it. Just stop what you're doing. Stop imposing your ideas on our business flows and processes. Just stop dickering with our businesses.

Customers and businesses rely on flows and processes. You can't just go throwing your ideas around that affect those flows and processes.

If you have some idea that you think we would like, great, make it an option that is DISABLED BY DEFAULT. Good gracious, the insolence.

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gennieosg

Agreed! It is SHOCKING to have a BILLING program change ANYTHING without user's consent. Whoever programmed this new feature has NO IDEA about billing or accounting. I am SO EMBARASSED that our company invoices have gone out saying "NEW PAYMENT REQUEST" like we are some teenagers begging for money on cashapp. This is an AWFUL use of AI and somehow even WORSE than the auto banking matching that I've managed (so far) to keep from screwing up our books. At the VERY LEAST make this a choice not a dumpster fire we have to deal with. **BEWARE I turned it off yesterday and today my invoices emailed out with New Payment Request again. SO embarrassing.

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dnmhAuthor

I agree with this sentiment - when our invoices went out with "New Payment Request", I was completely embarrassed at how unprofessional it sounded as compared to the carefully-crafted wording that we have saved in our template. It also changed our Company Name in the subject line to a personal employee's name - and we still can't figure out where it sourced that information. So it sent our customers emails reading like "New Payment Request from John Doe" (who isn't even affiliated with our company anymore). I'm all for new features, but to roll them out and apply them by default without notifying the users or getting our opt-in that we even want to switch things up is SUPER-frustrating! We should be clearly notified and given an easy option to opt-in, but without changing our systems arbitrarily and not telling us!

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JackieCee

I'm having the same issue. We have a Subject Line set as we want, and now it's been replaced with:
"Quickly pay invoice [Invoice No.] from [Company Name]!"
It would seems Quickbooks is trying to process the payment thru their system to earn the fee.
Now I have to open up my Invoice Template with each Invoice and copy and past our old Subject Line in. It's a unnecessary hassle.

FishingForAnswers

@JackieCee Good lord, the AI are already taking the loan shark approach to money collection.

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texas6

Getting so tired of Quickbooks always implementing changes that are making things worse and worse. Do they even have people that use the software daily that are implementing these?

This AI thing in the title of sending invoices should NOT have been turned on without a warning! We sent an invoice to a high profile client and it sent it as New payment request from "OWNER NAME"! Not even our own business name. The client emailed us back asking if this was legit. That raised an eyebrow on our legitimacy. Very embarrassing.

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ScottOMN

Thanks Intuit! We changed our subject for a customer's automated invoicing system requirements...this cause invoices to not make it into their system.... when they don't have the invoice, we don't get paid.

at least give us a heads up first.

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