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kingofkubbi's avatar
kingofkubbi
User
8 months ago

Reminder sent for invoice already paid

Good morning,

 

This morning MYOB issued an invoice reminder to one customer is respect of an invoice that had been previously paid and the payment correctly credited against that invoice. In fact when clicking on the "invoice details" link within the email reminder the details state that the invoice is paid!!

 

The reminder was sent on the 20th September and the payment was processed on the 5th September. Further there is only two reminders configured, one sent 4 days overdue and one sent 8 days overdue. So this reminder sent now is completely random.

 

My clients are business owners and so this reflects poorly on both MYOB and myself.

 

MYOB please fix this so it doesn't repeat and keep me informed accordingly.

 

Regards

 

Kingofkubbi

 

 

 

 

 

 

invoice
paid
Reminders

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  • Craigus's avatar
    Craigus
    Contributing User
    8 months ago

    I have had the same problem, all reminder settings are off at this stage in my customer settings (although available if required). Causing confusion to customers who have paid and wasting my time replying saying please disregard etc. MYOB please fix

    • Leneth_A's avatar
      Leneth_A
      MYOB Moderator
      8 months ago

      Hi all, thanks for your posts, and welcome here to the Community Forum. We are thankful for your effort in reaching out to us, and we apologize for the issue you are having with the paid invoices that were sent to your customers. We truly appreciate your patience and understanding on this matter. 
       
      Regarding your concern, we are aware that some clients do experience already-paid invoices sent to their customers. This is something that we are currently tracking, and I have added your feedback to that. Our development team is still in the process of investigating and working on a permanent fix for this issue, however, we don't have a timeframe at this time for when it will be resolved. Thanks once again for your patience and understanding during this time. We genuinely appreciate it. 
       


      Feel free to post again anytime you require further assistance. 
       
      If my response has answered your enquiry, please click "Accept as Solution" to assist other users find this information. 
       
      Cheers, 
      Leneth

    • LCrowhurst's avatar
      LCrowhurst
      Trusted Cover User
      8 months ago
      Craigus wrote:

      I have had the same problem, all reminder settings are off at this stage in my customer settings (although available if required). Causing confusion to customers who have paid and wasting my time replying saying please disregard etc. MYOB please fix

      we had the same though ours wasnt reminders it was the standard notification you get when you send a invoice. but embarrassing for us. 

  • LCrowhurst's avatar
    LCrowhurst
    Trusted Cover User
    8 months ago
    kingofkubbi wrote:

    Good morning,

     

    This morning MYOB issued an invoice reminder to one customer is respect of an invoice that had been previously paid and the payment correctly credited against that invoice. In fact when clicking on the "invoice details" link within the email reminder the details state that the invoice is paid!!

     

    The reminder was sent on the 20th September and the payment was processed on the 5th September. Further there is only two reminders configured, one sent 4 days overdue and one sent 8 days overdue. So this reminder sent now is completely random.

     

    My clients are business owners and so this reflects poorly on both MYOB and myself.

     

    MYOB please fix this so it doesn't repeat and keep me informed accordingly.

     

    Regards

     

    Kingofkubbi

     

    I had this too....but it wasnt a reminder sent but just a notification it was sent but it doesn't show on the invoice it was sent again on the 20th...

    the mYOB specialist we spoke to tried to blame our anti virus:manfrustrated:

     

     

     

     

     

  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    8 months ago

    Hi All,

    Thank you so much for your post and I'm sorry to hear about the issues you've been having. I really appreciate your patience and understanding about this issue, and I do apologize for the delayed response. When you reopen the invoice, you can find the activity history at the bottom of the invoice. This section displays when the invoice was viewed by the customer and the date when the payment was applied. 

    However, if you wanted a more specific idea of what time the payment was applied, that would only be possible if your customer paid you through the online invoices feature, as it will automatically send you an email as soon as the customer has paid the invoice and that will have a payment date. 


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

    Regards,
    Earl

    • LCrowhurst's avatar
      LCrowhurst
      Trusted Cover User
      8 months ago
      Earl_HD wrote:

      Hi All,

      Thank you so much for your post and I'm sorry to hear about the issues you've been having. I really appreciate your patience and understanding about this issue, and I do apologize for the delayed response. When you reopen the invoice, you can find the activity history at the bottom of the invoice. This section displays when the invoice was viewed by the customer and the date when the payment was applied. 
      However, if you wanted a more specific idea of what time the payment was applied, that would only be possible if your customer paid you through the online invoices feature, as it will automatically send you an email as soon as the customer has paid the invoice and that will have a payment date. 


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

      Regards,
      Earl

      that is not what the case is here for us. on the 20th MYOB sent out the message below... its not the rmeinder email but the standard notification when an invoice is sent. however if you look at the bottom picture i marked the payment off as paid on the 07/9.  so why was this sent? this message below doesnt even show up on that invoice as being sent....the client paid us via bank transfer. :manfrustrated:

      • Earl_HD's avatar
        Earl_HD
        MYOB Moderator
        8 months ago

        Hi LCrowhurst,

        Thank you so much for the screenshot. I'll forward this to the relevant team. 

        Regards,
        Earl