Invoices stuck in "Sending" status - and sent invoices not being delivered

[stagehand]

Another unforgivablely terrible defect in your awful, bug ridden and poorly designed product. 

I have been contacted by several customers that have not received invoices that I have sent through MYOB - this relates to over 10 invoices over several weeks. This is impacting my cashflow and is a serious issue for me. 

ISSUE #1: Several of these invoices are stuck in a "Sending" status and time out with a useless "Something went wrong" message if I try to open them. I can't even open these invoices to view them?!

ISSUE #2: Invoices are not being delivered to customers, even after saying "Sent". Customers assure me they have checked their SPAM folders and the invoices are not there. I suspect something has changed as a result of the recent MYOB Essentials downgrade that is impacting email delivery. 

As with everyone else, I have tried to wait on hold several times for hours in total. The most fundamental and critical part of your product, INVOICES, is broken. PLEASE FIX IT.

[stagehand]

This disaster continues. 

Someone at MYOB has obviously found my missing invoice emails, and pushed them through to the customer. I know this because I am CC'd on the email.

The issue is, I updated the invoice details after it was clear that the original version had not been sent. This email, just pushed through by someone at MYOB, has the old invoice attached - and the body of the email references the old due date, from when I tried to send it originally (almost a week ago).

So, now MYOB staff are sending my old invoices? No one spoke to me about this, yet someone has fiddled with my account and triggered the sending of an old invoice to a customer.

I now need to call the customer and explain why they've received two different invoices from MYOB, with different details, and why the latest one is incorrect.

Sorry, can't take this anymore. Add me to the list of customers that have been given no choice but to move to another platform - after years of using MYOB without issue, this "upgrade" has been an unmitigated diaster.

[Steven_M]

Hi @stagehand 

Generally speaking, when the status of an email does show as "Sending" the email is attempting to send from the system. Typically, the system instantaneously sends an email from the system when the send button is sent on the Email window. However, at high volume times, it may take a period of time to send.  Personally, I'm not aware of an invoice getting stuck in sending. Normally, you encounter the situation when the invoice has been sent from the system but would suffer rejection and therefore it would generate an error. 

In terms of emails not being delivered, we do recommend checking the normal items like checking if the email address is correct, you can send that email to yourself, the email is not be rejected due to spam or other factors. If the customer is still not receiving that email, knowing if it's a common recipient that you do email and have they ever received emails would be ideal.