Trouble with the email address being overridden when Emailing Invoices? The customer card is correct

Steffi1
Steffi1 Member Posts: 13 Reckoner Reckoner
in Reckon Accounts (Desktop)

Hi All,

Currently using the Reckon Acc's Enterpirse 2021 (I have uploaded the latest version ) with Outlook 2016.

For the past 3-4 months I have been having issues with emailing Tax Invoices and Statements.

I can email the invoices and statements BUT instead of sending the invoices to the email SAVED in the customer card.... its is overridden and sent to an old email address?

This is normally an old email address (for the same company) we had saved previously which has been deleted out of the customer card. This has only started happening recently - I have never had this problem before. I have deleted the email address from my Address book in Outlook (which I would never normally have to do)- but that doesn't seem to help. Any ideas? Thanks

Comments

  • Deepak Gyawali
    Deepak Gyawali Reckon Staff Posts: 61 Reckon Staff

    Hi Steffi1,


    Could you please check your Outlook contacts and check to see if you have the customers contact with old email? If there is, please delete the contact and see if that corrects the issue?


    Kind regards,

    Deepak Gyawali

  • Steffi1
    Steffi1 Member Posts: 13 Reckoner Reckoner

    Hi, I have tried that. it does not help?

  • Deepak Gyawali
    Deepak Gyawali Reckon Staff Posts: 61 Reckon Staff

    Hi Steffi1,

    I would try to rebuild the file and see if this fixes the issue? If not, the record may have been corrupted and you might need to create a new record in Reckon account Company file.

    Kind regards,

    Deepak Gyawali

  • Steffi1
    Steffi1 Member Posts: 13 Reckoner Reckoner

    Hi Deepak,

    This has happened to numerous customers - not just 1 particular customer unfortunately. I have just rebuilt the company file so will see how that goes - but I don't hold much hope. Its very unusual it has just started happening... I have never had that issue in the past and I've been using this product for over 10years.

  • Robyn Kelly (Partner)
    Robyn Kelly (Partner) Accredited Partner Posts: 502 Accredited Partner Accredited Partner

    Hi - I have 2 solutions for you to try. Neither straight forward and depends on if the invoice is being sent to a totally different email address or within the same business:

    1. Does your customer have a redirection on their email (their IT person might need to clarify this in the back end of their emailing system) - this is more than likely the issue
    2. Run an audit trail report. Search for the invoice number withing the audit trail report. Is it possible you created the invoice with one customer name & saved the invoice. Then realised the invoice should have been issued to a different customer and changed the customer name?

    Hopefully one of those is the issue.

    Please let me know.

    Regards, Robyn Kelly

  • Steffi1
    Steffi1 Member Posts: 13 Reckoner Reckoner

    Hi Robyn,

    Thank you for the added information unfortunately neither of those are the case. The invoices are being emailed to the correct company but instead of them going to the email address that is saved in the customer card - they're being overridden by old an old email address for the same customer.

    Example. Total Construct Supplies, email address back in 2018 was ; bob@totalconstructsupplies.com.au, the customer advised us to update the email address to; accounts@totalconstructsupplies.com.au

    we have updated that information in customer card. We have deleted "BOB" and input "Accounts" however when we go to email the invoices they still go to BOB when his email address is no longer in the customer card? It's very unusual.

    Thanks

  • Luke
    Luke Moderator, Reckon Staff Posts: 228 Moderator Moderator

    Hi Steffi1,

    We have a Knowledge Article on the problem you are outlining. It can be found here: https://help.reckon.com/article/vdmzg38e6v

    I hope this helps.

    Luke

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