Is it normal for our invoices to sometimes not reach the customer's email?

Matt Wood

MLPW
Joined
Feb 4, 2016
Messages
10,693
Location
Georgia
I've had this problem several times off an on over the last few years and I'm a bit frustrated. It doesn't even reach their spam folder. I'll send the invoice via email, and they don't receive it. 60days later, I'm reaching out to them and they never received it. I've contacted SM about this and they tell me that they can see it sent on their end, but my customers have not record of receiving it.

Have any of you had this problem?

I'm fed up with SM
 

Papa John

Lifetime Supportive Member
Joined
Aug 19, 2013
Messages
5,717
Location
San Francisco, CA.
Name
John Stewart
Customers lie.
I emailed a customer an estimate through SM with no problem. But when I email the invoice they claim they didn't receive it.

This customer has used this story several times, even when I handed him a paper copy.
 
  • Angry
Reactions: Nomad74

FredC

Village Idiot
Joined
Jul 13, 2011
Messages
22,058
can you CC yourself when sending?

Doesn't really prove they received it but show that it is going out. After that no reason it shouldn't land in their box somewhere unless they have additional filters.
 

Mikey P

Administrator
Joined
Oct 6, 2006
Messages
103,542
Location
The High Chapperal
But I'm well aware of the situation through service monster whether using their server or your own. But I use as an excuse to check back in with the customer 3 days after sending it just to make sure it didn't go to their spam box, which unfortunately is off in the case
 

Matt Wood

MLPW
Joined
Feb 4, 2016
Messages
10,693
Location
Georgia
can you CC yourself when sending?

Doesn't really prove they received it but show that it is going out. After that no reason it shouldn't land in their box somewhere unless they have additional filters.
I’ll start including my other email address as well when I send it out. Thanks for the tip
 

The Great Oz

Member
Joined
Nov 25, 2006
Messages
4,955
Location
seattle
Name
bryan
Sometimes my business e-mails have been held up by a firewall until a human tech lets them pass. A previous ISP had a hold folder that I was responsible for checking, which would have been nice to know. I found out when they told me the folder was full.

You can always send them a follow-up e-mail. :icon_twisted:
 

Shorty

rip
Joined
Nov 8, 2006
Messages
5,111
Location
Cairns
Name
Shorty Glanville
can you CC yourself when sending?

Doesn't really prove they received it but show that it is going out. After that no reason it shouldn't land in their box somewhere unless they have additional filters.
I also BCC a copy to myself.
 
  • Like
Reactions: Matt Wood

Shorty

rip
Joined
Nov 8, 2006
Messages
5,111
Location
Cairns
Name
Shorty Glanville
I don't think that's a guarantee, I've been sending vendor purchase orders through QuickBooks email program and they're not showing up either
Sometimes, when payment is not received within 7 days, I contact the client & ask if they received the invoice. Several times, (I don't now why), the invoice has gone straight into the trash/spam bin, as a scam email, so to speak. Everyone has paid that day.
 
  • Like
Reactions: Matt Wood

Mr Brightside

Member
Joined
May 4, 2019
Messages
498
Location
Southern Cali
Name
Jay Wags
I use two different CRMs and one of them sends me notifications when my email is opened each time. I like it cause sometimes I will follow up shortly after the open it
 
  • Like
Reactions: Matt Wood

Chris A

Member
Joined
Sep 25, 2007
Messages
5,436
Location
OH
Name
Chris
Yes I did. Once we switched our email to a dedicated account hosted through GoDaddy it has largely been fixed. Our other emails were yahoo and Gmail and both had issues with outgoing emails in SM. The worst was when we'd quote a job and the customer would call a week later asking where it was...
 
  • Like
Reactions: Matt Wood

Latest posts

Top Bottom