I have just submitted a case via My Account because even though we have toggled off the "Allow Online Invoice Payments" in the Sales Payments Settings, the option is STILL APPEARING on new invoices!! This is so incredibly frustrating. We do not want to have to edit the individual preferences of every single invoice before sending it out!! Our invoices are created in an app called Service M8, and synched automatically to MYOB when the jobs are completed, so maybe there is a toggle in the app that can be switched, but this should NEVER HAVE HAPPENED IN THE FIRST PLACE. We didn't want to have Online Invoice Payments, but you wrapped that up in a "Security Blanket" to hide this obvious fee grab, and then can't fix the problem once and for all (I have wasted many hours on the phone to customer support already, with no solution). Not happy!
Hi Bluewave
Was MYOB able to resolve your case? We have the same issue where our default settings have online payments turned off but all invoices loaded through API from our external sales system override this allowing for online payment options (including BPAY) to appear on invoices. MYOB blames our external sales provider but they have assured me that no payment settings are being loaded from their import data. I'm stuck in the middle as each are pointing the finger at one another and MYOB is now ignoring all emails from me. Currently having to manually turn off on all invoices before sending to customers which is a significant strain on our finance team.
Hi CassG,
There was NO solution from MYOB to fix this problem, which is entirely their fault. I have been told to go back to Service M8, but they say they have no control over how MYOB invoices switch on an option that we have set to NOT ALLOW. I see there is also this same flaw with invoices generated entirely within MYOB system, but as a copy invoice from an older invoice. Very strange how the older invoice didn't have the Online Payments option, the system is set to NOT ALLOW Online Payments option, but the newly generated invoice ALLOWS them. AmandaCL said this would be raised with the relevant team - so what is happening there?? This (and our) issue must be fixed by this "relevant team" ASAP! We have done EVERYTHING right, and selected DO NOT ALLOW and still the option is allowed. This is so wrong, and our next action will be to DE-ACTIVATE Secure Invoicing so that we won't have to inadvertently pass along the Online Payments option that we do not want, but we won't be able to send invoices through MYOB. At least our invoices can be sent through the Service M8 app, and if I need to send copy invoices that are synched in MYOB, I will download the PDF and send an email from my own account. This is a very poor work-around solution. This whole fiasco screams under-cooked, untested, BETA product. It should never have been foisted upon us like this!
Hi CassG,
At long last I have received some support for the issue of our settings (ie, "Do NOT Allow Online Invoice Payments") being overridden on invoices synched from 3rd party software. It took raising another case under the subject "Complaints", and a few days of waiting, but below is an excerpt of their reply. I now have to go back to Service M8 to see if they can tailor our invoice element to "NULL" for that one parameter. Wish me luck, and good luck to you too. - Bluewave
I’ve consulted with the Senior Product specialist in our Financial Services team regarding your issue, and they’ve clarified that your current user experience is not typical for customers who do not use third-party software to create and send invoices. Since your invoices are created in Service M8 and synced automatically to MYOB, you would need to consult with Service M8 and their developers to review the ‘invoice elements’ they send to MYOB, as outlined here.
The page explains the specification for ‘Online payment method,’ where the third-party software can choose to send it as ‘All’ or ‘Null.’ 'All' means online payments are enabled, while 'Null' means online payments are disabled. This indicates that Service M8 controls this invoice setting.
Bluewavethank you so much for keeping me in the loop! I have yet to hear from MYOB on my own case which I had to raise a new one last week as they were ignoring all contacts for my old one. I'll pass this information onto my provider and see if this can make a difference! Good luck to both of us!
