Invoices sent with information missing

[AccountsPTS]

Hi, I have sent out about 50 emails today and I have had a number of customers contact me to say that the invoice does not show our company name and ABN.

Help?

[Leneth_A]

Hi @AccountsPTS

Thanks for your post. We are grateful that you found this forum useful.

In this matter, you may check this Help Article Print or email sales it will provide you with more information and instructions to assist you with this.

You may also have to customize your invoice template in the desktop version of AccountRight.

Read more about that here: Personalising forms.

Please don't hesitate to post again if you need help in the future.

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

Cheers,
Leneth
 

[AccountsPTS]

Hi, this is not the answer I am looking for.  I still can't send invoices, which is extremely frustrating after 5 days at monthend with approx 170 invoices that have been sent and I have no idea how many have the missing information.

Twice I have waited over 2 hours on hold and today have waited for over 1.5hrs and now I have been told that I have to wait for 24-48 hours to get someone to call me.  This is simply not good enough.

[Leneth_A]

Hi @AccountsPTS

Thanks for your post.

May I know if you are using a customized form or if you are emailing directly from MYOB? Also, can you please attach the screenshot of the invoice for me to check further on my end?

Please don't hesitate to post again if you need help in the future.

Cheers,
Leneth
 

[AccountsPTS]

Yes I am using a customised form and I have sent from both the Print/Email Invoices tab as well as opening individual invoies and sending the MYOB link. I am not using the web version as it is too slow and inflexible – it also allows for me to add banking details to a customised form.

I have had to deal with many many requests for invoices that are missing when customers have reconciled their statements - a very large waste of time.

To be clear - what ever went wrong on about April 24-27th MYOB either didn't send the invoice at all, or it was sent with details missing (Our business name and bank details namely). We have only used a plain paper customised template and it only became a problem on or about April 24-27 

Now: as for my feedback - excuse my frustration as it is not directed at you – but you are the first human I have finally had contact within MYOB for a while.  This response time is simply not good enough, I have raised this issue more than a week ago. Subsequently,  it has been monthend and I have wasted many hours trying to get help from various MYOB options and no-one actually even seems to fully understand the issue let alone fix it – that is why physically speaking to your customers is so valuable as it gives you the opportunity to fully understand the issue by asking questions rather than just send links to error fixes that are not even the problem.  MYOB however doesn’t really have many options to speak to a real person. 

I very much hope that you pass on my feedback to whoever may actually take any notice, because at some stage the MYOB market share will fall enough that they will listen – most people I have called to explain why their invoices are missing just hear ‘MYOB’ and laugh, followed by “Are you still using that?” – lift your game – employ more people in support rather than sales. Not that hard.

[Leneth_A]

Hi @AccountsPTS

Thanks for the update and I'm really sorry to hear about the experience you've had. We're always happy to help you here in the Community Forum. If you wish to offer additional feedback on this, you're welcome to do so via the Feedback & Complaints channel on our Contact us page.
 

Could you please confirm if you fill out your ABN on the Company Information? To check that you would need to go to Setup>>Company information>>fill out A.B.N Branch and A.B.N or T.F.N: >>Click OK

Let me know how you go.

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

Cheers,
Leneth