Emailing statements - wrong addressee name

[Rifffy]

I am currently unable to email customer statements because it appears there is a mismatch between the statement and the customer. It therefore appears that statements will be sent out to the wrong person (certainly the wrong 'name' if not also wrong contact email). This has happened now for a while and I've only been able to work around it by resending invoices rather than statements.

Thanks for clarifying!

[RienaP]

Hi @Rifffy,

Have you checked the customers' card under contacts to see if the email addresses are correct? If it is, try putting your email address under "Email (To) to see if the statements come to you accurately. If it does rewrite the customers' email address. 

 Also please let us know if you have noticed only for one customer or is it happening to all your customers? 

Let us know how you go as we are happy to help you further. 

[Rifffy]

Thanks Riena,

I have checked the contacts details and confirm they are correct. This happens for all statement, not just one-offs.

It's actually not possible for me to check whether, if I do send out the statement emails, whether it is both addressed to the wrong person, and the wrong email address, or whether it's only the 'Hi (contact name)' that is incorrect. 

At the moment I am simply resending invoices to avoid any errors - these are functioning correctly.

Further advice would be great! Thanks

[RienaP]

Hi @Rifffy,

Since this is not a known issue, can you please change one of the email addresses to your email under Contacts for one of your customers. Then try sending the statement to yourself to replicate the issue you are having? We would like you to capture the screenshot and send it over. That actually will be very helpful for us to troubleshoot. 

Looking forward to hearing from you so we can help you further. 

[Rifffy]

Can you please provide an email address to send screen shots to? I have changed the name/email address for one example but it still comes up with wrong name. I don't want to send it as I'm concerned it will still go out to the wrong person.

[RienaP · Accepted solution]

Hi @Rifffy,

I have sent you a private message with the email details. 

I will check and let you know.

[RienaP]

Hi @Rifffy,

Thanks for sending the screenshots. It was really helpful.

Over a phone conversation, we have identified that when emailing the customers statements, the greeting cannot be personalised, thus when you write anything on that window it will default to all emails. Therefore, please write a generic greeting and message that will be applicable to all your customers.

Let us know should there be any further queries and we are happy to help.

[Rifffy]

Many thanks for your help Riena! Much appreciated