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morrismd1
December 8, 2018
Question

How to stop customers from receiving multiple duplicate emails of invoices?

  • December 8, 2018
  • 4 replies
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Original commenter did not share additional details

    4 replies

    SophiaAnnL
    SophiaAnnL
    December 10, 2018

    We've reported this issue to our engineers for those users using the Canada and International versions, morrismd1.

     

    Our Technical Team is currently investigating the root cause of this issue, to fix it as soon as they can. While a resolution is not yet available at this time, you may want to call us. We'll add you to the list of the affected users, so you'll be notified when there's an update on this issue.

     

    Here's how to get our contact number:

    1. Go to this link https://help.quickbooks.intuit.com/en_CA/contact.
    2. Select QuickBooks Online.
    3. Click the Contact QuickBooks Online Support topic and get the phone number.
    4. To reach out to our international support, change the region in the upper right-hand corner. Since they don't have a phone support, you can send an email instead. They'll get back to you within 24-48 hours.
    5. In the Please select your country window, choose your region. If it's not in the options, select International below the All other countries section.
    6. Select QuickBooks Online.
    7. Click the Managing Your Money topic, and then choose Invoicing & Sales Receipts sub-topic.
    8. Scroll down and click the Send Email button.

    If you're using the US version, you can check the Invoice List report before emailing the invoices to your customers. This way, you'll know if they were already sent or not, to stop the duplicates.

     

    Here's how:

    1. Click Reports on the left panel.
    2. Type Invoice List in the search box.
    3. Click the Customize button in the upper right-hand corner.
    4. Maximize the Rows/Columns section, and then click the Change columns link.
    5. Check the box for Sent.
    6. Click Run report.

    Please keep me posted if you need anything else. Thanks.

    L
    LAP55
    November 29, 2020

    Surely by todays date, 11/29/2020 there must be some resolution as to why my version of QB Desktop Pro 2018 sends duplicate emails?

    C
    Charies_M
    November 29, 2020

    Thanks for jumping into this thread, LAP55.

     

    We'll want to use the QuickBooks Tool Hub to fix this issue with QuickBooks sending duplicate emils. This tool is designed to automatically diagnose and fix common issues within the software.

     

    Below are the instructions on how to do it:

     

    1. Close QuickBooks.
    2. Download the most recent version of the QuickBooks Tool Hub. Save the file somewhere you can easily find it.
    3. Open the file you downloaded (QuickBooksToolHub.exe).
    4. Follow the on-screen steps to install and agree to the terms and conditions.
    5. When the install finishes, double-click the icon on your Windows desktop to open the tool hub.
    6. Once the  QuickBooks Tool Hub is open, select Program Problems.
    7. Select Quick Fix my Program.
    8. Start QuickBooks Desktop and open your data file.

    To ensure the components are properly updated, please restart the computer after running the tool.

     

    You can also run the Transaction History of the invoice to review details including when you send it.

     

    To do that:

     

    1. Click the Customers menu at the top to select the Customer Center.
    2. Tap the Customers & Jobs tab to see the list of customers.
    3. From there, choose the appropriate customer to display the Transactions tab.
    4. Double-click on the invoice to view the complete details.
    5. Hit the Reports menu on the Invoice page.
    6. Then, press the Transaction History menu to check the information.
    7. The date when the invoice was emailed will show in the Sent Date section.email qbdt.png

     

    Keep me posted for additional questions or other concerns. I'd be more than happy to help. Wishing you the best of luck.

    R
    RichelleJ
    February 6, 2022

    I use QuickBooks Pro Desktop 2021 and I am having that same issue with invoices being sent in duplicate. QuickBooks sends the emails to Outlook and Outlook sends the emails to clients. I also have an issue where the emails aren't sent until I actually open Outlook. I do not have recurring or memorized invoices setup as it's not needed. How can this be fixed?

    katherinejoyceO
    katherinejoyceO
    February 6, 2022

    Thanks for joining in this thread, @RichelleJ. We can check the web mail's settings to send invoices seamlessly.

     

    Here's how:

     

    1. At the top menu bar, click Edit, then choose Preferences.
    2. Click Send Forms on the left panel., then select the email account you're using under the My Preferences tab.
    3. Click Edit.
    4. Mark the SSL box, or just select Default.
    5. In the Server Name field, make sure the server name matches your email provider's settings.

     

    The following articles provide more information about sending invoices in QBDT:

     

    If you get the same result, I recommend contacting our Technical Support to help you check what's causing the issue and help you fix it.

     

    Let me know if you have any other concerns. I'll be here to guide you some more.

     

      R
      RichelleJ
      February 7, 2022

      Thank you @katherinejoyceO 

       

      I changed it from outlook to webmail and it worked! Your assistance is greatly appreciated ⭐⭐⭐⭐⭐

      V
      VaporBlasted
      May 2, 2024

      This issue has cased considerable friction between potential and current customers. It also appears to be an ongoing issue with no apparent resolution? 

      A
      Aldren18
      May 2, 2024

      I understand your concern,@VaporBlasted. Allow me to help you sort this out in no time.

       

      As of now, we haven't received any reports about customers getting multiple times of emails with the same invoice. I suggest that you contact our customer support team so they can open a ticket about this issue if necessary. They'll investigate it and keep you updated on any resolutions.

       

      Here's how you can contact our support team: 

       

      1. Sign in to your QuickBooks Online account.
      2. Click on the Help icon.
      3. You can now directly search the QuickBooks Online knowledge base for assistance, or you can select Contact Us to connect with our support team.

       

      You can Start a chat with a support expert or Get a callback from the next available expert.

       

      Our customer service hours for Plus, Essentials, and Simple Start are Monday through Friday from 6 AM to 6 PM PT, and Saturday from 6 AM to 3 PM PT. Advanced support is available any time, any day.

       

      You can access our QuickBooks help articles to learn how to use the program's features and find solutions to frequently asked questions:  QuickBooks help articles.

       

      We're all ears if you have questions about managing invoices. You can also add any other concerns you might have about your entries, reports, and lists. We're here to help. 

      A
      amanda-pindropav
      December 3, 2024

      Hello responding here to see if anyone found a solution for this problem in QB Online.

       

      For the past several months QB Online suddenly began sending duplicate invoice payment emails to my clients. The alerts cc our AP email address so I always get what the client gets. The symptoms seem to be random and are beginning to get frustrating as our clients feel like we're over-bugging them for money. 

       

      Here are some scenarios from just this past week. 

      1. I sent the same client A three new invoices. 1 of them showed up twice and 2 showed up only once. 

      2. I manually sent client B and client C each a reminder invoice. Client B saw a duplicate invoice alert and Client C did not. 

      3. QB sent automatic invoice reminders to Client D for four invoices. 3 invoices were sent twice. 1 was sent once. 

       

      Things I've tried: 

      • Checked invoice reminder settings. I previously had "send an automatic reminder" 3 days before and 3 days after invoice due date. I deleted the one 3 days after and instead of sending 3 invoice reminders at once it sends 1 or 2 which applies to the scenario above. If this is actually the problem, I haven't decided whether I want to make the tradeoff with automatic reminders.
      • I've checked "recurring transactions". No clients are on this list. 
      • I've checked the QB invoice email settings as my own email and AP email were both cc'd on invoices. I removed my own email to see if it made a difference which it shouldn't and it didn't. 
      • Other people who are on the AP email address also see the same symptoms. 

       

      4 out of 5 times QB support has essentially said "we don't know" or "there is no way to do that" so I'm hoping the community has new insight. Thanks in advance. 

      J
      Jeff_S
      December 3, 2024

      Hi, Amanda. I appreciate you for doing some troubleshooting regarding this issue, and I am here to share an update with you.

       

      Currently, there is an ongoing investigation regarding duplicate invoices. But rest assured that our product engineers are doing their best to fix it as soon as possible.

       

      For now, you need to contact our support team so that you will be added to our affected users list. And they can create a ticket regarding this issue if required. They will look into it and keep you informed about any developments or resolutions.

       

      Here's how you can contact them:

       

      1. In your QuickBooks (QBO) Online account, click the Help icon at the top right corner.
      2. Click the Search tab.
      3. Type "Talk to support" then hit enter.
      4. At the lower right side, click Contact Us.






      To create personalized and professional-looking sales forms, refer to this article: Customize invoices, estimates, and sales receipts in QBO.

       

      Moreover, accepting payments through QuickBooks allows you to streamline your accounts receivable processing by immediately matching invoices with payments. Check out this article: Receive and process payments in QuickBooks Online.

       

      Should you have any questions about managing invoices, feel free to reach out to us at any time. Have a great day!

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