I've recently be made aware that our cash sale invoices are going to another customer as well as the intended recipient, I've checked the card file & all is correct their, apparently the wrong customer has been getting invoices for 3 years, he has changed his email address multiple time as per MYOB suggestion but they still end up in his uploads daily, any suggestions?? been on hold with MYOB for over an hour today..
Hi BullInd,
If the customer card already has the correct email address saved, what may be happening is that the affected invoice is still using recipient details from when it was originally emailed, rather than only the address currently showing on the card. In some cases, the original To or CC details can continue to flow through on later sends or reminders.
A good next step would be to open one of the affected invoices, check every recipient in the email window, then re-email it directly to the correct address and remove any incorrect CC if one appears. Re-sending it that way can refresh the stored recipient details used for future emails.
If it keeps happening after that, it’d be best to contact support directly so they can check the affected transactions securely, especially given this involves invoice privacy. You can also visit this help page Send Smart Invoice Reminders
for more information.
Regards,
Earl
Earl,
ALL details are correct in the card file & when sending invoices but the customer still keeps receiving them, I tried to contact MYOB yesterday but after waiting 1.5 hours on the phone I gave up, I sent a request for someone to contact me via your chatbot today but still waiting
Hi BullInd,
Thanks for checking that and for spelling out what’s happening. Since all information is correct in the customer card, it would be best to reach out to our support team so they can investigate further.
Our wait times are in fact longer than usual. If reaching out by phone is not possible with that wait time, I believe it’s best to reach out by creating a ticket in My Account or connecting to our live chat team through MOCA, our virtual assistant.
Regards,
Genreve
