Emailing Invoices

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  • Updated 1 week ago
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Recently I have had a problem with emailing invoices - the invoice has been sent to the wrong email for a different customer. This has happen on a couple of different occasions. The number of invoices sent have been form 15 to 30 invoices sent out in a batch. It is not a lot of invoices to go in a group yet the wrong invoice is sent to the wrong customer and we are not aware it is happening until the customer contact us. So then we don't know who else has been affected, creating a roll on effect of invoices not being received in the first place then when the statement goes out they have no idea of what it is for - does not look good for business.
Also if an email does not reach a client we have no knowledge of the email being returned. I have read other conversations in regard to this problem - has this been addressed?
Andrea
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Andrea McGregor

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Posted 1 year ago

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Kevin Russell, Accredited Partner

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Its past time this issue was fixed PLEASE RECKON.
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John Graetz

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I totally agree Kevin.  This is both absurd and farcical and a blight on the name of the organisation who is getting the blame for something that only Reckon has control over, yet Reckon is apparently doing nothing about it (on the face of it).
No wonder that Reckon does not produce invoices for annual renewals for which reminder emails are sent out instead.
Does this mean that Hosted users have to follow the example of Reckon, send an email to their customers telling them what they owe and then sending them a paid invoice when payment has been received.  What a joke!!!
John L G.
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Kerrie H

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I think the community area was set up for somewhere we can all commiserate!
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Rav, Community Manager

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Hi guys,

I certainly hear the concerns and issues this sort of situation presents and its definitely not the experience users should have to go through.

Andrea - while we're aware of batch webmail issues affecting payslips with Reckon Accounts 2017, invoices don't fall into that particular problem and we'd be keen on getting more details around this since it sounds like its a regular occurrence for you.
Can you please give us a buzz on 1300 799 150 so our Support team can look into this further with you.
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John Graetz

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But Rav - you are hearing and everybody else is hearing and this has been the same story for many, many, many months.  What we want as users of Hosted is for those responsible at Reckon to stop hearing and instead start acting.  This has become ostrich stuff.
John L G
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Therese Dabbs

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i have written numerous postings and am looking activiley now with my accountant ( a medium sized firm in Perth) at another competitor's accounting software, i have been with Reckon for 10 years now, am sorry to have to leave, but there is no answer. He is also moving all his clients across, they were all with reckon for a long time!!! Sadly i will not be recommending this software to anyone due to the ridiculous service.
you may recall Rav i am the one who sends out 1000 invoices a quarter. we are doing it again this week, and i am looking forward to changing this whole system. at the moment next week i need to pay someone to send text messages to find out who did/ didn't get their invoice!!!!
Sadly, Therese
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John Graetz

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What a sad state of affairs Therese.  Out of curiosity, have you perchance tried using a different browser?  I and others have had problems with the copy and paste function for the past few weeks.  This afternoon I decided to do some testing and found that the problem is restricted to only the Google Chrome browser.  I know that you are not the only one with the problem you have described, but it would be interesting to know just what browsers are being used and whether or not the problem exists with all of them - Chrome, Firefox Microsoft's versions and Opera.  A couple of years ago when other problems occurred with the preferred browser of Chrome, the problem was resolved in the interim by using Opera.
John L G
Thats great info John.  I like to help Therese , on your 1000 invoices you send every quarter.  This will be a great challenge , you could try our option for FREE , for 3 months, and see how you experience.  if it works, you do not have to move to another software, the devil you dont know.......
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Therese Dabbs

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hi Chandra, what is your option and does it solve the problem of people not getting their invoices?
HI Option i  have is to have a go with Cosmic mobile Invoice , that can be done with breeze in a Note pad or Android device and in your own office , we all love gadgets
What you will get is this:
1. Ability to do invoice from any where in office or on road
2. Ability to create new customers instantly on the road and do invoice instantly and synced to RAH
3.Instantly invoices get attached to the email with invoice number on subject body
4. Cloud modern color Inv template choose your colour
5. Edit and resend any number of times the invoice from the device.
6. Get your invoice paid instantly by your payer online using  credit card by the payer.
All invoices gets marked PAID on the inv template and in RAH the invoice cleared automatically.
7. SEND PICTURES OF YOUR PRODUCTS attaching to your invoice.
MANY MORE.........
http://go.reckon.com/add-on-marketplace-cosmic-invoice/
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Therese Dabbs

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hi Chandra, we do 1000 invoices in our office every quarter. we are an education business, much like a school. we dont do invoices on the go,nor do we have customers on the road as we dont travel. we teach music lessons in schools and the bookkeeping is done from a central office. we are not that sort of business. they are done in bulk. a mobile device would not suit us as they are complicated. I just want a read receipt or reply email if someone doesn't get our invoice. can you provide this?
Therese , its a difficult technology, even if we are able to implement it, business will not pay for this service.
Costly and time consuming dev work , needs trial work.No one wants to spend money.
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Kerrie H

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If we cannot get a read receipt then how about and email back stating if it could not be delivered.  Thats what other accountancy packages do.
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Andrea McGregor

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It is very frustrating when you ring them and the customer says we have not got an invoice from you yet and you then look like an idiot, an email saying it did not gt delivered would be great.
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Kerrie H

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Well I don't think Reckon has done anything for my reputation in bookkeeping, lucky I use different programs for other customers.  Because of this I haven't recommended Reckon to anyone for a long time.
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Kevin Russell, Accredited Partner

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Kerrie the accounting program isn't the problem. The problem is the hosting service. 
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Therese Dabbs

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so who is going to fix this ? surely at some point they need to listen to their customers!!!!1
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John Graetz

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Thesese.  As you can see in an earlier response from Rav, there does not seem to be anything in the wind at this stage.  The only other solution that I can think of might be for you to export your Hosted File back to the Enterprise Desktop version that you are entitled to, send out you invoices from your desktop version and then bring the file back into your Hosted environment.  I might be wrong, but I think that the problem that you and others are experiencing, only happens in the Hosted version and not the Desktop version.
John L G
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Rav, Community Manager

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Therese & Kerrie,

I've mentioned previously elsewhere on the forum that the email functionality with Reckon Accounts Hosted is being evaluated for a revamp and to bring it more in line with the email experience/functionality that currently exists in Reckon One.

The team is aware that there is certainly a lot of room for improvement with the current functionality and is an area under review. I'm not going to get into timeframes/ETA etc as its not a short term project and requires a high level development resources, investigation, testing and time.

As this progresses and more information becomes available in this area, I will provide further updates.

Thanks
Rav
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Therese Dabbs

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so are you saying Rav that Reckon One does not have this problem? ie there is an email sent if invoice is not received or email address is wrong?
and for a medium sized business, is it worth switching over, will we have the same features in Reckon One in terms of reporting and our customer database?
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Kevin Russell, Accredited Partner

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Therese Reckon One is less than a tenth of the business range in terms of reporting. Have you looked at it at all? And there is no email tracking in Reckon one
(Edited)
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Quei .

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But Rav.. after spending 2.5hrs reading through this community this is an issue people have been complaining for 3 yrs!! 3yrs is a long time and it only shows Reckon is not listening to its customers. This is really bad..
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Therese Dabbs

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Any updates Rav on the emailing problems?
we are now looking at moving everything across to a competitor after putting up with this for 2 years at least!
Therese
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Rav, Community Manager

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Therese,
There are no further developments in the emailing function/process in Hosted, the current focus is compliance for all our products due to the upcoming introduction of Single Touch Payroll which is no small task unfortunately. 
Cosmic Invoice does webased invoice for RAH, DO NOT REQUIRE MOBILE DEVICE .
And we can acknowledge all your emailed invoices.
Moving to another system may work out to be more painful and costlier .
AND LOTS MORE
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John Graetz

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As you can see Therese, nothing has changed from 11 months ago when you specifically aired your problem, nor is there any imminent likelihood that this will change.  No doubt over that period of time, you have become more and more frustrated.  But, despite all of this, Chandra has a very well priced add-on which should overcome all of your problems.  Have you been in touch with him?  The cost of his add-on is likely to be substantially less than what it would cost you in time, effort and money, to move to another product/system.  You can retain what you have, what you have been using for 10-11 years and get the satisfaction and flexibility that you are seeking. Why not contact him and see what he can do for you?

John L G 

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Kevin Russell, Accredited Partner

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John its a LOT longer than 11 months. I raised this at least three years ago. Not that Im counting. Also you do know the M program has built in email tracking. I dont need to pay for expensive add ons. And I shouldnt need to.
(Edited)
This happened to me last week!! I had a LOT of saving face to so since we deal with some very big companies and you can imagine their reaction when they consider if they got another companies invoice WITH DIFFERENT PRICING what about other companies seeing their invoices. This program is expensive and i understand theres more to these programs than my basic knowledge can ever understand but from a customer point of view and the impact on my very small business this is a huge issue. It simply cannot happen again. 
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Marg

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Tha same thing has been happening to me, only aware when a customer contacts me.
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Justine

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We have had invoices be sent out and then that invoice appears on another customers account, customer details have changed (not sure how). Are we able to restrict customers being changed on invoices?