emailing problems invoices etc

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  • Updated 3 years ago
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we use accounts hosted.
we are still having problems with invoices going to people's junk mail and people just not getting invoices. we send 1000 ( yes one thousand) invoices every quarter. this quarter we sent slowly, ie a small amount every hour as sometimes hotmail / gmail blocks all emails once you exceed a certain number.
we have STILL had people say they did not receive the invoice, nor was it in junk. the email address was correct.
i would like a feature with Reckon where we get a reply email if 
1. the email address is wrong and it was not sent in the first place
2. the email did not get through

with outlook and our website, whenever i send an email i get a reply if it is not received. with reckon this has never been the case, so i have no way of following up invoices if i do not know who did/ didn't get them in the first place!
at the moment we are texting customers which takes a whole day!!! just to find out if they got the invoice. 
this is frustrating and is something that needs to be looked at.
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Therese Dabbs

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  • frustrated

Posted 3 years ago

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Jason Williams

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i Have the same problem or they are not opening when they receive them. I have one customer in particular who has a problem every week when i send theres.
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Kerrie H

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Agree, it needs to be looked at.  I have a copy of the invoice sent to our email address but this still does not let you know if the customer has received the email or advise if the email address is wrong i.e. customer forgets to tell us they have changed their email address.
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Kevin Russell, Accredited Partner

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Therese Im with you. A read receipt / delivery receipt is essential. I have also had issues with emails not being delivered.
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John Graetz

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I know that this could be a bit messy and cumbersome, but has anybody tried bringing the Reckon file into the Enterprise Desktop version, sending the emails from there, which would use your own email system, instead of Hosted and then uploading the file back to Hosted?  It might be a good experiment for you Therese to see what happens under those circumstances, particularly as you have so many invoices being sent out.  I know that this is only a second-rate possible solution, but it might just work.  At least by doing that you should be able to get read receipts or whatever else, such as non deliveries.
John L G
(Edited)
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Kevin Russell, Accredited Partner

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Kind of defeats the purpose of having cloud software John. And useless if I am using my tablet.
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John Graetz

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I totally agree with you Kevin, but when something refuses to work, one can only look for alternatives which overcome the inadequacies of the current system which fails to deliver.  It is more likely to be viable for somebody like Therese who has 1,000 of them every quarter.
John L G
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Therese Dabbs

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thanks for your replies. yes I could look into that, unfortunately we dont have the desktop version, we have been using the hosted for a while now...
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Andrew

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Therese, you get a free 'desktop' licence with every hosted licence you pay for.

If you're only sending invoices quarterly, it could be an option.

Sadly Reckon Hosted emails have been a shocking mess for years now with no changes. 
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John Graetz

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Thanks Andrew - I wasn't sure if that applied to everybody and I was not able to readily find this information on the Reckon.com website.
John L G
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Andrew

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unless it's been withdrawn and they forgot to tell people, a bit like the change to subscription based licences ;)

You do need to request it from memory, a quick search brings this up, which says you do need to request it.

https://community.reckon.com/reckon/topics/how-to-request-an-offline-desktop-licence-key-single-user...
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Jeffrey Fazal

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You can still get it, call up support and they'll walk you through the steps or follow the steps that Andrew has helpfully linked. (we just got access to it last week).

Just to add to the conversation even getting a bounce message if it's the wrong email address would be very useful. 
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Kevin Russell, Accredited Partner

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John it would be better if the email issue could be addressed. I first raised it probably two years ago. Why cannot aws allow you to use your deaktop email client or failing that give us email tracking?
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Kevin Russell, Accredited Partner

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John it would be better if the email issue could be addressed. I first raised it probably two years ago. Why cannot aws allow you to use your deaktop email client or failing that give us email tracking?
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Andrew

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Are you sure it a AWS issue Kevin? The way I see it, it sounds more like an environment config issue with the way Reckon delivery the Accounts application. They took the easy way and configured Reckon Accounts to send via a generic 'account' setup rather than have the user configure an account and follow them around between the terminal servers.

But yes, you have raised and about 1000 other people on here all want Reckon Hosted emails to be 'better' but again year after year tumbleweeds.

Bit like Reckon Accounts and that default remittance template you can't set and a 100+ other little 'bugs' that get ignored.

I've given up asking them to fix things, it just gets ignored.
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John Graetz

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I fully support that Kevin.  But as you stated, it has been around for at least two years but nobody at Reckon seems to be interested in keeping their customers happy.  On the face of it, they are content to just see us bellyache about and sit and do nothing.  It is not that it hasn't been raised plenty of times, to my recollection.  Yet despite that, more and more people are getting totally frustrated with a system that is inadequate for their needs when it comes to emailing.  I generally don't like to be too critical, but in this case, the criticism is fully justified, and then some.  Actually I would have to say that it is getting totally farcical, even more so for people like Therese who email out swags of invoices and then have spend massive amounts of time to send texts to all of their customers to determine whether or not they have got them.  Give us a break Reckon.
John L G
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Andrew

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Fully agree. Users have given Reckon lots of requests, pleas and begging. But they continue to ignore them for 2+ years.

So maybe, its you the customer who needs give them a break! 

At the moment, customers are locked in and staying. So they just whine a little but still keep handing over money year after year.

Legacy data lock in seems to be keeping users here and Reckon knows it.
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John Graetz

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Perhaps Reckon has a scoring system going which requires say 1,000 whinges before they decide to do something.  
John L G
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Therese Dabbs

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I agree with you both also. we are locked in partly as our customer profiles are quite complicated and reckon have good search functions etc, We can group customers according to different fields. we will be looking into another program though and if they can provide this functionality I guess we weigh up the time to transfer 8 years of accounting might be worth it to get a better system in the long run.
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John Graetz

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If only we could get something like the ability to create a batch for those invoices, similar to banking, export it out of Reckon and then find a way to import it into our email programs, we could be cooking with gas.  There has got to be some clever programmers out there who could do that.  Where are you Mr Microsoft?
John L G
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Andrew

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But why should you have to jump through all those hoops, John? emailing an invoice from an accounting package is pretty 101 stuff really. If you're accounting package can't do the basics, then its time to go shopping.

Most just like Reckon, will import for 'free' but have time limits, like the last 3 years. You can pay a fee to have more imported over if needed and/or just keep Reckon around in a read only state.

Its really sounding like a bit of stockholm syndrome........

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