Emails not being received or sent to wrong customer.

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  • Updated 2 years ago
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I have Reckon Accounts Plus 2017 and Microsoft Outlook 2010. When I am invoicing I send the invoices via email in a batch, but we have recently found that not all the invoices are being received by the customer.
For example, one customer was sent 5 invoices but only received 1. Outlook has the invoices in the sent folder and we are not getting an error message to say they haven't sent.
Another example was 1 of the 5 invoices to the same customer was sent to someone completely different.
Is there any fixes for this yet?
Is there a way to know that the invoices have not been received?
Is it a Reckon issue or and issue with Outlook?
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Adam Simpson

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Posted 2 years ago

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John G, Information Support Analyst

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Welcome to the Reckon Community Adam,

Sorry to hear you are experiencing this problem.

If Reckon Accounts delivered 5 Invoices for one client to your Outlook, and Outlook sent 5 emails and didn't receive an error message, then the problem most likely lies with the Recipient, the Internet or your Outlook profile or installation.

Did the other 4 emails end up in the recipient's Junk folder? 
Were the messages in the email body of each email the same? 
If they weren't, did they contain words that an ISP may have flagged as inappropriate or related to spam and blocked the email?

The second issue where 1 of 5 invoices went to a different person, how did that email appear in the Sent Folder of Outlook - correct address or an incorrect address?  If it was a correct email address then there may be a problem with your Outlook profile.  Firstly, can you sent these invoices from another PC and do you encounter the same problem?  Create a new Outlook profile on this PC, login with it, and is the problem repeated?

If you are experiencing any inconsistencies with other usage of Outlook, you should consult your IT professional.

To be notified of receipt of a message go to your Outlook settings and request a return email to acknowledge receipt of the messages you send.  

Inside Reckon Accounts all you can do it set the Edit > Preferences > Online > Company Preferences > Settings, and tick the option Display each email when sending more than one, so that you can check the email address before it is sent to Outlook.

Hope this helps.