Invoices not being received

Lyn_10072495

We are having issues with customers not receiving their Invoices. Its not every inovice - just the occasional random one. They are not going to Junk (Ive checked with the customer). The report says they have been sent and I am not getting a bounceback message. I know the email address is correct.

This is frustrating when I resend the Invoice a month later as reminder that it hasnt been paid and then I get an agro call to say they hadnt received the first Invoice!

Lucas

Hi @Lyn_10072495,

Could you please confirm that the email is not going to junk/spam for us?

Do you know if they have a email filtering system by any chance or IT that could possibly check the logs of the email service?

Unfortunately, there is not much that you can do from your end as it seems to be a problem with the customers emailing system blocking the @reckon.com domain.

Please have the above checked and we can go from there.

Lyn_10072495

Hi Lucas,

As mentioned, the emails are not going to Junk.

I dont beleive it is a filtering system on the customer end as why would not they receive the first Invoice but receive the second?

Lucas

Hi @Lyn_10072495,

So I just want to confirm, it's just the first invoice that is not being sent out? But the customer statement/email reminder one does get sent through?

That's really strange.

In the future, could you record the time that you sent the email, take a screenshot of email logs and possibly contact the customer to confirm if they have received it or not?

We're not going to be able to do much on our end, unless we have these details and go from there.

Eric Murphy

Lyn, does it happen to the same customer each time or all?

One of the things I did with my clients was to get them to ask their customers to add accountshosted@reckon.com on the safe list of their email client or as a trusted contact.

They might have an overly sensitive firewall perhaps?

Lyn_10072495

Hi Lucas,

You are correct in your understanding of my situation.

Your request is somewhat cumbersome. Its not until possibly a month later that I find out the customer hasnt received the initial email.

I send out numerous Invoices so to spend the time trawling through my emails ,customer addressess and sending out yet another email just isnt effiecient unfortunately. And then of course, many customers wont bother replying so the effort seems to be in vain .

The bottom line is that I shouldnt have to follow up becuase of a system that doenst appear to be foolproof

Lyn_10072495

Hi Eric,

Really good question and Im not sure I can answer it 100% correctly. I can extract 1 or 2 customers that appear to have a bit of an issue. Otherwise it just seems to be random. Our business has a huge customer list with some customers receiving an Invoice monthly and others wont use their account for years.

Eric Murphy

I'm not an expert but I'd suggest that if the email report lists it as successful then it's left Reckon's servers and something is happening down the line.

I'd probably start with getting them to add the accountshosted@reckon.com email address as a trusted sender. It made a huge difference to my clients

Lucas

I agree with Eric here, it's something down the line potentially with your customer that is causing the problem. The suggestion to have them add our email as a trusted contact in the email security settings would be a great precaution to take but still doesn't make sense as to how they are only receiving the second email and not the first.

I do understand my request can be difficult but if you could please remember this when you do send out the monthly invoices it would be a great help to diagnose the problem if still occurring.

Thank you and speak soon.