Bounced emails and delivery issue when sending invoices and purchase orders
Bounced emails and delivery issue when sending invoices and purchase orders
We are having many issues with QuickBooks Online when we are sending invoices and purchase orders. When we create and send an invoice to a customer, we would normally receive an email copy in our mailbox (this option is ticked in QuickBooks Online > Account Settings > Sales > Messages). However, sometimes we have not received the email copy in our mailbox but the customer has received the invoice email in their mailbox. Then on QuickBooks Online Dashboard, under Get Things Done, a message box called Tasks appears, indicating there are errors. These errors show there are Bounced Emails but do not say which email has bounced. When we press the Send button to resend the email, the error disappears, but would then reappear after a refresh, with the same error message. Aside from the error message on the Dashboard, if we go to the Invoices page we would see the Status for the invoice would show Delivery Issue. If we click on that Invoice, the error message shows "Invoice undelivered We couldn’t reach some of your customers. Double check the email address and try again. Resend invoice". If we click Resend Invoice, it would show the email is sent, but after a refresh of the page, the error message still persists. However, when we contact the customer, they say they have received multiple emails of the same invoice and are infuriated.
Another issue is sometimes we would receive the email copy in our mailbox but the customer would not receive the invoice email. Then on QuickBooks Online there would be no error messages anywhere. Then, when the invoice is overdue, we would follow up with the customer to demand payment, where they would say they have not received any invoice email. Then, we would have to manually send our email copy of the invoice to the customer as we cannot rely on the QuickBooks Online system.
Another issue is sometimes, we would not receive the email copy in our mailbox and the customer would also not receive any email. Then on QuickBooks Online there would be no error messages anywhere. Then we would go through the same procedure as the last issue, but would have to instead manually save the invoice as a PDF and email it to the customer. After we try to resend the invoice through QuickBooks, then it would show the error messages, but we would still not receive any emails nor the customer.
We would also have these issues with creating and sending Purchase Orders.
We have tried using another email of a different domain and sometimes that would work. Quickbooks then said this problem was caused by our email provider, whom we contacted. They said there were no changes made to any of our accounts/services and there were no filters or email blocking for quickbooks/intuit. They said quickbooks have to check there outgoing mail server settings and when we contacted quickbooks about this, they simply said there was nothing wrong on their end.
We can send and receive all other mail perfectly find through our mailbox of the same email. Clearly there is something wrong with quickbooks. We would be grateful if anybody has a solution to this or if Quickbooks could sort out their issues.