Not receiving reply emails when quotes, invoices emailed out from Reckon, help please!

We are not receiving all emails from customers that have replied back to our quotes or invoices that have been sent out of Reckon. When we send the quote from Reckon, it comes from the accountshosted@reckon.com address, when the customer replies it comes back to our sales@domainname.co.nz address. Most replies we are not getting, we will see the notification appear and the email appears in our inbox for a short while before completely disappearing. It is nowhere to be found in any other folder. And our IT have looked in the admin of outlook exchange and there is no record of the emails even being rejected, nothing. No settings on our end have changed at all and it has only started happening for the past week. Some emails are being received but most are not. This is very concerning and an important issue we need to fix as we have no idea what customers have accepted our quotes or any questions they may have. We don't think this is an outlook issue as we have not changed a thing. Is anyone else experiencing this? or any ideas what this could be?

Comments

Rena

I should also add, it is only when replying to the Reckon emails that we are having problems. Everything else is working fine with our emails outside of this issue.

Rena

We use Reckon One Hosted

Rav

Morning @Rena

Before we get started, can I just clarify which software you're actually using. This post has been created in the Reckon One category however you've also mentioned Reckon One Hosted in your reply above.

Reckon One and Reckon Accounts Hosted are separate, standalone software. From the sounds of it, you're likely using Reckon Accounts Hosted rather than Reckon One, is that correct?

I need to create a post.. which category do I select?

Rena

Sorry we are using Reckon Hosted.

Rena

Hi @Rav any update for us please.

Alexis McKeown

Dear @Rena ,

Thank you for reaching out to us.

If you check Reckon Accounts Hosted's "View email report" on the dashboard, does it display that the emails went through without any issues?

If no issues are found, you may want to check your Company Information and ensure no extra characters (spaces, special characters, etc.) have been left in your Email field:

You may also want to check your emailing preferences under Edit → Preferences → Send Forms → Company Preferences:

Check the BCC field here to see if you can return a copy of any sent forms to your inbox - it's a good way of logging what does and what doesn't get sent.

If all else fails, you may wish to speak with your email service provider and request if they can unblock any emails to and from the Reckon domain, as it's possible its misreading the original sender email, and blocking that information.

Kind regards,

Alexis McKeown

Reckon Senior Technical Support

Rena

Hi @Alexis McKeown, I have checked with our IT who have checked to make sure there is nothing blocked for Reckon, they've checked everything possible.

The email report is fine and says all emails are delivered, which they are, the problem is when people are replying back to us from the emails sent out of Reckon.

Our IT has asked the following from Reckon: do we need to add to our dns records such as dmark, spf or dkim?

Rav

Hi @Rena

What is the email address that is no longer receiving replies?

In your opening post, you've mentioned you receive notification of the email but cannot find it. That, suggests the reply emails are being successfully sent.

You've mentioned this started occurring in the past week. While there haven't been any new releases or changes to Hosted in that timeframe, have there been any changes or new updates installed to your Outlook Exchange and/or security network?

I'll ask the product team in regard to your questions and will come back to you.

Rav

Also - can you please remove the reply-to email address from the Company Information section and then re-enter it completely before clicking OK. Ensure there are no spaces before or after the email address listed in the field.

Rena

The emails that are no longer receiving replies are sales@midwaycarpets.co.nz and rena@midwaycarpets.co.nz, we are getting some replies but not all, most of them are not coming through. Sometimes the reply email pops into our inbox and quickly disappears. It is nowhere to be found. We are not exactly sure when this actually started happening, it is only when we started seeing the notification appear and then disappear from our inbox. We have also had no updates. Thank You if we could get those records please for our IT.

Rav

Hi @Rena

I've spoken to our team in relation to this and we've checked a number of things over. Your email addresses (or ours), are not on any blacklists and there is no DMARC reject policy setup. Due to that, we're confident this rules out the root cause of what you're experiencing originating from our end.

With that said, if you can forward through an email that has been responded to from a Hosted email recipient successfully as an attachment (do not forward the email) to community@reckon.com it may allow us to review the headers in the email. Also, with the emails that don't come through to you, have your customers advised they are receiving any bounce back notifications or any other errors? If so, what are they?

My Hosted team did advise that it looks like you're using Outlook Security so there may be something in there that you may want your IT team to review if they haven't already.

Rena

Our IT has found what has happened. The Reckon domain name is on the cloud blacklist, something you may want to try and sort out, this could be why there are others on the forum who are having similar issue with customers not receiving invoices etc. We are currently having to check and manually release the replies we are getting.

Rena

Hi there, is there any update as to when this might be fixed. We are having to send invoices and quotes by downloading the quote and attaching it to our email as we are unable to receive responses because of the issue. I havent heard anymore from the reckon support team.

Rav

Hi @Rena

Can you provide some more details on this 'cloud blacklist' that your IT team have found that email address listed on.

What blacklist is it? Who is the provider of that blacklist? Where did they obtain that result from in your screenshot?

Rav

Just a further update, I've asked our team to check things again on our end and accountshosted@reckon.com is not on any reputable blacklists.

Your IT team can check this either through https://mxtoolbox.com/ or https://www.spamhaus.org/

We're confident the root cause of what you're experiencing is not originating from our end but rather may be caused by your email filtering/security service or you're utilising a reputation list/blacklist that is inaccurately flagging communications from our email address as a risk.

Rena

Thank You I will wait to hear from our IT regarding this issue some more.

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