Emails not reaching Customers - Time Billing format

[CohunaAutoElec]

Hi All,

Our AccountRight system has been giving us greif since we moved to using the time billing. We use the item format and the time billing format. Every time we bulk email the invoices the customers with time billing invoices are emailing to say they have not received them, only the items format invoices.

Every month we are getting customers missing invoices, we are finding time billing invoices are not getting paid properly as customer are not receiving them on time. Its a serious issue.

Any resolution please?

We are using Microsoft Outlook as our email provider.

Thank you,

[Genreve_S]

Hi @CohunaAutoElec, 

Thanks for reaching out. 

While sending emails in bulk they are sent using the default form. So sending an item invoice together with a time billing invoice would have issues. What I would recommend is sending the item invoices as one batch and another batch for the time billing invoices and making sure that we choose the form(format before sending these invoices). Here is the help article Print or email sales, which will serve as a guide with the process. 

Let me know if you require any further assistance with this. I'm happy to assist you. 

If my response has answered your inquiry please click "Accept as Solution" to assist other users find this information

Cheers, 

Genreve

[CohunaAutoElec]

HI There,

This is exactly the process we follow. 

We send them in two batches, time billing and item - seperately. 

If I go back into the invoice and email it directly they often receive it.

Thanks 

[Hannah_V]

Hello, @CohunaAutoElec that's great! Thanks for letting us know.

As we are looking into it, our current workaround is to send them in separate batch. One for item invoice and the second will be time billing invoice.

Regards,

Hannah

[CohunaAutoElec]

Hi Hannah,

My last comment literally said, that is what i currently do - and it doesn't work. 

I send two batches, one lot of emails in time billing and then a second batch in item. But this doesn't resolve the issue.

[Hannah_V]

@CohunaAutoElec can you please verify if you are sending these Emails through a browser or directly using your MYOB AccountRight Software?

Or did you use Outlook upon sending these Emails?

If then, can you please try sending it using MYOB AccountRight and in the browser by signing into app.myob.com.

Please let me know if the issue still persists in using both steps. Thank you.