Why aren't my customers receiving my invoices?

This article looks at possible reasons why customers haven't received the invoices you've created, and suggests how to fix the problem.

How do I know if the invoice was emailed?

In the Invoicing screen, the column labelled 'Emailed On' lists the date and time an invoice was sent out. If there is no date and time listed, the invoice was created but hasn't been emailed to the customer.

Scenario 1: the invoice was created, but wasn't emailed

There are several reasons why an invoice may have been created but not emailed to the customer. For example:

• A user created the invoice but chose not to send it to the customer at that time
• There wasn't a customer email address in the system - if this is the case, there will be no email button (envelope icon) to the right of that customer's invoices in the table. For details of how to add the customer's email address, see How do I edit a customer?

Scenario 2: the invoice was emailed but the customer didn't receive it

If you have sent the invoice by email, but the customer didn't receive it:

• Ask your customer to check their spam filters and junk email boxes, or
• Check the customer email address is correct, and update the customer details if needed - see How do I edit a customer?

Sending / resending the invoice to the customer

Once you've ensured you have the correct customer email address, you can choose to send or resend an invoice at any time by selecting the 'email invoice' button (envelope icon) to the right of the invoice table.

Alternatively, you can download the invoice as a PDF and email it manually. To do this, click on the invoice to open it, scroll down to the bottom of the screen, and select 'Download Invoice'.

To help you better understand the invoicing module as a whole, please visit the module overview page here.