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dg2024
October 6, 2024
Question

The ability to turn off "Post invoice survey" that went live over a month ago without our consent continues to be broken under a spinning icon. Support has been terrible

  • October 6, 2024
  • 2 replies
  • 0 views
QB wrote an email about automatically turning on the "Post invoice survey" feature months ago.  The email says we can turn off the feature.  I have been trying for months and reached out to support about 6 times with no luck or updates.  The setting just has a spinning icon that never resolves.  I've tried on multiple browsers and devices.  When a company rolls out a feature automatically that impacts how we relate to our own customers, it should be OPT IN.  And, since there is some engineering issue, the feature should be turned back OFF until they can fix it.  Terrible support and service.  

    2 replies

    A
    AdonL
    October 6, 2024

    It is not the experience we want you to have, Daniel. I see how challenging it can be when a new feature affects your operations. Let’s work together to get the post-invoice survey turned off so you can focus on what matters most—your business and your customers.

     

    To begin, let's ensure the feature is turned off by managing the notifications for these surveys. I'll outline the steps below.

     

    1. Log in to QuickBooks Online.
    2. Navigate to the Gear icon.
    3. Select Account and Settings.
    4. Go to the Sales tab.
    5. Scroll down to the Online Delivery section.
    6. Toggle the Post-Invoice Survey option to disable it.

     

    However, If you've already followed the instructions from the email to turn off this feature and the issue persists, consider using browser extensions to detect and prevent pop-ups. For more information, you can refer to this article about post-invoice surveys in QBO: Receive business referrals and customer feedback from QuickBooks post-invoice surveys.

     

    If you require more details about this feature, you can always connect with our QBO Support for further verification about this.

     

    Additionally, you may find it beneficial to explore this article to gain further insights into QuickBooks, including its features and processes: Get started and adjust settings after you sign up for QuickBooks Online.

     

    I kindly request that you leave a comment below, should you have any additional questions regarding the invoice survey, or any other issues related to your QBO account. We're always here to help you out.

    D
    dg2024Author
    October 6, 2024

    As stated, this exact process you outlined has been attempted multiple times with multiple browsers and multiple browsers for months.  I've asked for this issue to be escalated to engineering and to managers before, with no luck.  Again, a terrible user experience and sending out communications on our behalf to customers that we never asked for, with no way to turn it off.

     

    The screenshot below shows the spinning icon that never resolves, before and after the pencil icon is clicked.

     

    Please try again / escalate higher.

     

     

      M
      MelroseV
      October 7, 2024

      I recognize the importance of turning off the post-invoice survey, @Daniel11_2. Let me route you to the best person who can help you fix this one.

       

      Since the issue persists on your end, I recommend contacting our customer support team. I'm aware that you've already gotten in touch with them but it's the best we can do given that they have the tools to securely open your account and investigate further.

       

      Here's how:

       

      1. Sign in to your QuickBooks Online company.
      2. Go to (?) Help.
      3. Select Contact Us, then select a topic to connect with the right expert.
      4. Choose your preferred way to connect.

       

      Let me offer this page for additional insights about handling your invoices: Manage invoices. Some of these articles can help you manages your accounts receivables and invoices in QuickBooks Online (QBO).

       

      Don't hesitate to return to this forum or respond directly to this message if you encounter any further challenges with your account or any task in QuickBooks Online. We're here to assist you with any aspect of QBO that you find challenging.
       

      N
      nsteadman
      April 22, 2025

      Just received an email on the survey information but it is inaccurate.  I have QBOA and there is no Account & SEttings section only "company settings' and then "sales" and ABSOLUTELY NO POST INVOICE SURVEY OPTION TO CONFIGURE AND TURN OFF!

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