Multiple recurring transactions error

Disappointed_User

Hi,

Reckon one is sending multiple duplicate invoices to customers, instead of the one per month.

Raised as a fault over 2 weeks ago, no response to emails, phone support says "someone will get back to you but I dont know when"

Have 2 CAS incident numbers now for the fault.

Must be a few others experiencing this as well?

Rav

Hi there,

I haven't come across any other reports of this sort of behaviour but if you can let me know the case numbers that you have for this, I'll follow up with our tech team to see where things are at.

Cheers

Disappointed_User

Hi @Rav here are the case numbers:

CAS-130215-D0B5R7

CAS-128006-Z3S8X5

the oldest one was a couple of weeks ago now.

Thanks

Disappointed_User

@Rav , I received an update on 22nd September saying that the fault was reportedly fixed on the 16th of September.

Had the fault again on the 20th of September.

Had the fault twice today for two different customers.

Automated sending of invoices is not functioning correctly.

Can you please provide an update, as I am not getting replies from support again... I emailed Sachin Sharma back on the same day (22nd September) saying the fault was not fixed and it was still happening, no reply. Have emailed him and support again today.

Customers do not like getting two invoices when they should only get one. Its a fairly fundamental part of any system to get right, isnt it?

Please advise

Rav

Sorry to hear this is still causing you and your customers grief, certainly understand how frustrating it could be.

I've checked in with our support team and I can see this is currently at the developer level to reexamine. As you've mentioned there was a change put in place on the 16th which was intended to solve it however it doesn't look to have done the job since you've continued to experience the same behaviour.

Its in the right place right now in terms of getting it looked at properly and addressed however just looking at the notes, I think we could have done much better in relation to our communication with you on where things are at.

I'll ask our support team to follow up again and get in touch with you directly when they've got word on progress from our devs.

Disappointed_User

Hi @Rav

Thanks for your help.

The issue happened again today. No replies to my earlier emails (22nd and 28th September), or anything from support re this issue.

Rav

I've gone over to our devs about this directly and while there isn't much I can tell you at the moment, they've advised me its back under investigation with the developers at the moment. I know that's doesn't give you much to go on and I apologise for that.

I've got you bookmarked though so I'll keep an eye on how the ticket is progressing as well. I'll let you know as soon as I get any more info out of the devs in relation to progress.

Rav

Hi there,

I just wanted to check back in and confirm how you've been going with your recurring transactions over the last week or so. I understand that our support team have been in touch to advise an update was rolled out to address some of the instances of the behaviour you've been experiencing.

Just checking to see if you've experienced any improvement (or not)?

Disappointed_User

https://community.reckon.com/discussion/comment/20625277#Comment_20625277

hi @Rav I have not had any duplicates as yet, will continue to monitor, hopefully this patch fixes things.

Thanks

Disappointed_User

https://community.reckon.com/discussion/comment/20625278#Comment_20625278

hi @Rav , can confirm there are no duplicates happening since October 21, looks like this issue is fixed, many thanks

Disappointed_User

hi @Rav , I am now having the opposite problem: invoices are being generated but not sent automatically. I'll try call the helpdesk?

Disappointed_User

hi @Rav , had duplicates generated and sent to a client from 1 recurring transaction again today, after none happening for months. I will call the helpdesk, then post the number here

Disappointed_User

Hi again @Rav , I spoke to a CSR today at reckon, who told me that the problem with Reckon sending out duplicate invoices from the recurring transactions feature is all to do with the web browser I am using. He referred me to CAS-1230345-Q4N2W7

He would not give me my own CAS incident number.

Not sure how the browser can affect the Reckon back end, perhaps you could look into this fault for me so I can get a proper answer?

I am not using any browser when the recurring transactions are being generated automatically at the back end...

Rav

That sounds odd and not something I've heard myself internally.

Let me just clarify, are the duplicate invoices that are being sent only to one of your customers or to all?

If its isolated to one, if you check the 'View History' on the invoice(s) does it show as being created by 'System' or a specific user?

Does your email log show two/multiple of the same invoices being sent?

Disappointed_User

My thoughts exactly...

this time it was 1 invoice duplicated with consecutive INV numbers to just one customer.

View history says created and emailed by system, and the CSR has deleted the second one so I cant check the 2nd one.

Where is the email log in Reckon One @Rav? I know there is a file in Reckon Hosted but didnt realise Reckon One had it too.

Thanks

Rav

Click on the envelope icon in the top right corner to view the 'Email History' screen, screenshot example below.

Disappointed_User

yes two invoices are being sent in the email log. consecutive INV numbers, same email address

Disappointed_User

Hi @Rav please update me when you find some information. Thanks

Disappointed_User

hi @Rav , more problems to report.

Today a customer (who is a recurring invoice receiver) reported that their regular invoice had not arrived. Checked, and it hadn't been sent at all. Went to the recurring profile, and found four invoices that the system had set to INACTIVE and not let me know!

Attached is a screenshot of the history for one of the recurring transactions, others similar.

Recurring Transaction Failures.png

What is going on?

Your users need to know that the system works as per design. If the system is cancelling recurring transactions, at least it could tell us (you know, the people who pay for it) so we can send invoices out manually!

Disappointed_User

@Rav , all four were set to INACTIVE on the same date 22nd June.

I am also waiting for an answer from you about the previous errors from a month ago. Do you have any information?

Disappointed_User

Hi @Rav , another problem.

I found an invoice which was generated today (from a long standing recurring template, no recent changes), but wasnt emailed.

I checked the View History on the recurring transaction, it was normal "Recurring transaction has successfully executed. Invoice created."

I then checked the invoice itself, View History, and it was normal apart from the emailed line - there just wasnt one. Nothing in the email logs for that invoice. It just didnt send it, nor did it create an entry in an attempt to send it. Very odd.

Are there some significant changes being made with respect to the recurring templates feature?

When can we expect things to be functioning normally?

Rav

@Disappointed_User

The recurring transaction functionality is working normally and there aren't widespread issues with it. In your case however, I think we're at the point where we need to get one of our technicians on the case here to go through either your recurring templates to ensure they are setup correctly particularly with the correct configuration to your requirements and also there isn't a disconnect in terms of expectations on how it functions.

I don't have access to your book so there's not a lot I can add here which will be constructive for a lot of the points you've outlined above. With that said though, I'm more than happy to arrange a call for you from the team when it's convenient to you.

Let me know when is a good time for you tomorrow and I'll get something organised for you

Disappointed_User

Thanks @Rav for the prompt response.

Do you have any information from a month ago's issues? (the duplicate being sent?)

Happy to give you access if you give me a call - how can I get my phone number to you without it appearing on the public net? Or can I call Reckon CSR and get transferred to you?

Tomorrow during business hours I am at work. I am free now, I will be free after about 7pm NZ time tomorrow.

I'm busy during the days which is why I need to rely on my system working, so I can concentrate on making money :)

Thanks

Rav

Unfortunately I'm not a technician so definitely not the right person but the good news is, I've organised Alex who is our most experienced technician in our support team to give you a call after 7pm NZST tomorrow.

He'll check out your templates and diagnose whether there's a system issue occurring which is impacting the behaviour you're experiencing. If there is, we'll get it over to our dev team for some further investigation.

Disappointed_User

OK thanks @Rav hopefully they can get it sorted. Appreciate you getting a callback sorted so fast.

Disappointed_User

Spoke to Alex tonight, went over 3 issues. He has raised a new incident number: CAS-166118-K4B1C6

This is for the 4 failed and set inactive recurring transaction.

This is also for the invoice created but not emailed from a recurring transaction.

The most recent duplicate invoice issue had been marked as solved in your system, so cannot be looked at again until another fault occurs.

Thanks

Disappointed_User

RECKON 31-July-Duplicates.jpg

hi @Rav , had 2 separate incidents of recurring transactions failing (3 different dates) and the system setting them to INACTIVE status, as well as another couple of duplicate invoices created. I rang the helpdesk again, they said they'd get back to me but didnt.

I rang again tonight, went through it all again and the person told me that the original CAS number was closed. No solution reason.

I then got them to re-open and re-escalate the issues again, so that it can be looked at again.

I had already removed the duplicate invoices so my clients didnt get confused, but have both invoice numbers if someone wants to investigate further (attached)

Alex had some useful information from our first conversation but unfortunately didnt get back to me again.

Hoping this next round of escalation will get some solutions.

Thanks

Disappointed_User

Hi @Rav , another duplicate invoice created, new incident# CAS-178549-K8Z9W8

Heard back re the other issues over a week ago, nothing further since.

Thanks

Disappointed_User

Hi @Rav , more duplicate invoices created from recurring transactions. new incident# CAS-179768-N6Z0M2

Disappointed_User

hi @Rav , more duplicate invoices, and the previous case (above number) was closed with no resolution or response to me from Reckon.

I have had the faults again and rung again, finally got the case reopened but am still having the same problems.

I leave messages for the staff (last person was Baby Singh), but no one ever calls me back.

Is it possible for Alex to contact me again?

This has been going on for months now (half a year in fact!), and I would really like a resolution please.

Who do I need to talk to to get something done?

i also see that the prices for reckon one are going up again, yet we are still having problems. not sure the price rises are justified...?

Disappointed_User

Hi @Rav are you still available? or has someone else taken over your role? I haven't heard from you with respect to this case in nearly 6 months

Rav

Hi @Disappointed_User

Our support team is the best port of call in relation to your case as the full history including the escalations to our dev team and work that have occurred so far.

I've had a look at the case and I can see that your recent report was re-escalated to our dev team but it has been a while since there's been a response which isn't usual.

I've spoken to the team leaders in the support team and they've assigned your case to a senior technician who will take ownership of your case and give you a follow up call as well.

Cheers

Disappointed_User

Thanks @Rav . Today two clients received 7 and 9 copies of their single monthly invoice. The system tried to send it 18 times each (from the history log). Worried that now the email address may have been blacklisted.

Something is very wrong! Are there hiccups with your outsourced bulk mail provider? Or is it issues with the reckon back end?

Not sure how much more of this my customers will take before they decide it isn't worthwhile.

I'd like to know that something will change and it will be fixed. 6 months is more than long enough for your customers to be having unresolved issues with your system.

Please explain.

I would like to stay with reckon but if the problems continue then I will have no choice but to go elsewhere.

I spoke with a call centre person today who was not very knowledgeable with the Reckon One system. Could you please provide the direct contact details with your senior technician so we can talk?

Disappointed_User

@Rav the system is still sending the same email over and over again to the same two customers, and hasn't stopped as of 5 minutes ago.

On the phone with tech support again now.

Have asked for a new case number for this new issue. CAS-197380-J2FRW5 Shashank