customers not receving invoices hotmail accounts

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  • Updated 3 years ago
we send out 1000 invoices every quarter ( yes this is not a typo). Every new customer with a Hotmail/ sometimes gmail account does not receive. this is not picked up until a few weeks later when we send the customer a text to remind them of payment. there is no point emailing a reminder either as they dont get the original invoice, they don't get the reminder. I am not going to email to myself and then to the customer as I need to do this 1000 times and it would take days! can someone from Reckon please tell me how this problem can be solved!! every quarter we have at least 100 people who dont get their invoices; and even if we have invoiced them in the past! there is no point having an online solution as this to make invoicing easier if customers dont get the invoice and then you spend all this time following it up! Therese
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Therese Dabbs

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  • frustrated at this point

Posted 3 years ago

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John Peppas, Accredited Partner

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Hi

Have seen this issue with other software/domains and my research showed that the domain may have updated their spam filtering.

Suggest you use Dr Google to see if this applies to @hotmail.com
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Therese Dabbs

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hi John, how does that help me if they have though and are Reckon going to do anything about this? I wouldn't be surprised as the problem has gotten worse the last 6 months.
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Robert Lee

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I have had constant trouble with Hotmail address for about months, and not getting any better
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Robert Lee

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12 months
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Rav, Community Manager

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Therese,

Does this occur with every new contact with a Hotmail address in your list and does it occur on every invoice sent to these particular contacts? Or is it intermittent?

Have you checked with any of the affected customers if the invoice has been diverted to their spam/junk folders?

As emails from Hosted are coming from accountshosted@reckon.com, I'd recommend asking customers to add this address as a trusted contact or mark as 'not spam'.

There are plans on enhancing and improving the email processes from Hosted, however in terms of timeframe, it's a longer term project.
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Larissa

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Hi Jeffrey

I have the same issue too (happens to me with new employees with Hotmail for payslips).

I don't understand your method, though.  I read it that the customer now logs into my RAH to access their invoices??

Sorry but can you explain a bit further.

Thanks,

Larissa


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Jeffrey Arana

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Hi there Larissa,

Invoicing (or payslips). It's usually from us to them, the customers (or employees). We can't control any issues in-betweens.

What if, and it's happening here in our city,:
1. I have, at our end, thousand invoices/payslips which are organised in folders per customer/employee. Each folder's access rights are given specific to each corresponding customer/employee. Access is controlled through putting email address. The folder is in the cloud - e.g Google Suite's Drive
(You could even put an expiry on each folder's sharing settings.)

2. and then let the thousand customers themselves to get/download their invoices that is after receiving a standard email coming from me.

There's a small manual labour in doing so, but it's better than sending the invoice to them via snail mail or totally rely attaching such on different kind of email addresses.

(BTW, we use an autoresponder to email customers easily for such 'every month standard email about invoices' .)

I'm from IT and hence the thought patterns I have.
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Julie McIntyre

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Sounds labourious to me.
We shouldn't have to do this, the invoices are emailed via hosted and it is expected that the client will receive them (unless server issues etc).
We really need notification when emails do not reach the intended server or are rejected... this information is imperative and it should be a priority.
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Therese Dabbs

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I also agree. why pay for a system to make life easier for all when you cannot be guaranteed that a customer receives an invoice or not and have to follow them up. this has become so time consuming and I pay extra admin staff just to text/ email individual new customers to make sure they have received invoices each school term! I might as well go back to posting invoices! probably a higher success rate! I understand that it is possibly a problem with Hotmail's filtering but reckon at least needs to build in a notification if an email does not get through so we can follow up. if Reckon do not do something about this it is time to look for another system.
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Therese Dabbs

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is there a simple way reckon can allow us to receive a notification if an email/invoice is not received/ does not reach the customer/or is incorrect. we get this in outlook and also through our web page provider when we send bulk emails. this would enable us to sort those people who do from the others and then address their email problems.
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John Peppas, Accredited Partner

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My opinion is that it is a general issue not related to anything that Reckon can do.
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Therese Dabbs

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is there a simple way reckon can allow us to receive a notification if an email/invoice is not received/ does not reach the customer/or is incorrect. we get this in outlook and also through our web page provider when we send bulk emails. this would enable us to sort those people who do from the others and then address their email problems.