thread Re: What happens when someone replies to an invoice? in Archived Discussions (Read Only)

What happens when someone replies to an invoice?

mcjonas — Wed, 03 Jan 2018 16:31:37 GMT

I sent an invoice to a customer and she replied to the email address, I assume it's: invoicing@messaging.squareup.com, I didn't get her reply. How do I change this? Or at least get the reply to forward to me. Maybe it's best practices to just say in the notes: "Do not reply, this is an unmonitored inbox. Please email me at xxxx@xxxx.com"??

Re: What happens when someone replies to an invoice?

Tom — Thu, 04 Jan 2018 02:51:58 GMT

Hey @mcjonas, welcome to the seller community! 👋🏻

Great question. I see what you mean—invoices are sent from invoicing@messaging.squareup.com. I tested this out by replying to an invoice and my email service (Gmail) automatically assigned the main login email for my Square Point of Sale account. After replying, the message came through a few moments later.

If your customer manually typed in (or copied/pasted) "invoicing@messaging.squareup.com" vs. using the reply option, you would not have received the message.

If your customer did use the reply option, I'd recommend checking the spam folder that's associated with your main login email address. In addition, I agree that it's a good idea to include a note with an alternative contact option in case any customer questions come up. 💯

If you're still encountering any issues with this, please reply with more information on which email service you and your customer are using and we'll take a closer look. If you'd like, you can also get in touch with our Support Team and they can take a deeper dive behind the scenes.

Re: What happens when someone replies to an invoice?

Myselfe — Thu, 22 Mar 2018 05:19:43 GMT

not a very helpful reply. grrrr... I recently had a customer reply to one of my invoices and I never saw it. wtf? Why cannot the replies go to my email address?

Re: What happens when someone replies to an invoice?

puka — Thu, 22 Mar 2018 16:19:10 GMT

Hey @Myselfe - To clarify Tom's response, if your customer presses reply to the Invoice email, it should auto-populate your email address so that you can receive their response (I tested this as well on both Gmail and iCloud). It's only if the customer creates a new email thread with the invoicing@messaging.squareup.com address that it won't go to you.

Hope that helps clear up things for you.

Re: What happens when someone replies to an invoice?

Myselfe — Thu, 22 Mar 2018 21:09:41 GMT

I tested it and just hitting reply to the invoice from Gmail and I never see it. If a customer wants to reply, it should be seamless

Re: What happens when someone replies to an invoice?

puka — Thu, 22 Mar 2018 21:22:26 GMT

When a customer presses reply, it is seamless in that their message is getting sent directly to your email address. It sounds like the issue lies in the settings of your email account and what messages are being allowed to go to your inbox within Gmail. Have you checked your spam/junk folder to make sure they're not being sent there?

Can a customer reply to an invoice?

HHC1 — Sun, 08 Jul 2018 20:11:13 GMT

This reply created from merging an existing thread: "Can a customer reply to an invoice?" The author has been notified via email.

I customer replied to a sent invoice and I did not receive it. I just did a test an the same thing happened. Is this not a feature of the invoice? How do I help customers if they have questions?

Thanks

Re: What happens when someone replies to an invoice?

sunshinebaking — Mon, 13 Aug 2018 03:26:53 GMT

Were you ever able to get it straightened out? I'm having the same issue. Its going to that invoicing@messaging.squareup.com.

My email in settings is correct. No doubt. I need this fixed too! thanks!

Re: What happens when someone replies to an invoice?

Chad — Wed, 15 Aug 2018 19:15:29 GMT

Hey @sunshinebaking, I'm sorry to hear about the trouble.

I did some testing on my own account to see the issue. I sent the invoice from my Square account to an alternate email address I have. When I went to reply directly to the email it populated the email address connected to my Square account.

The customer will see the invoice is sent from invoicing@messaging.squareup.com, but the reply-to option will display the email address connected to your Square account.

Have you tried doing a test invoice on your account?

Re: What happens when someone replies to an invoice?

sunshinebaking — Wed, 15 Aug 2018 20:40:44 GMT

I did send an invoice to another email I have but when I went to reply, the invoicing@messaging.squareup.com is what pops up in the reply email line. I have checked and double checked that my business email is correct and is what is saved in my settings so I can't figure out why that other email comes up in reply.

Re: What happens when someone replies to an invoice?

sunshinebaking — Wed, 15 Aug 2018 20:48:44 GMT

This is how it pops up

Re: What happens when someone replies to an invoice?

Chad — Wed, 15 Aug 2018 21:50:58 GMT

@sunshinebaking that's super weird.

In the top left corner of the email there should be a little arrow below the sender. When you select it will show the reply-to address, does it say invoicing@messaging.squareup.com as well?

This is something that our Engineering Team might have to look into. I recommend giving our Customer Success Team a call when you have the chance.

Re: What happens when someone replies to an invoice?

sunshinebaking — Wed, 15 Aug 2018 21:57:31 GMT

The little arrow does display the invoicng@messaging.squareup.com.

I will call them to see if they can get this straightened out. Thanks.

Re: What happens when someone replies to an invoice?

Chad — Wed, 15 Aug 2018 22:08:47 GMT

@sunshinebaking sorry we couldn't solve it here. 😞

Re: What happens when someone replies to an invoice?

lmsysphoto — Wed, 19 Sep 2018 22:36:29 GMT

I am also wondering this - Did it ever get fixed @sunshinebaking ??

How do I set up a reply to email for my invoices?

Clucas — Wed, 13 Feb 2019 18:55:43 GMT

When a customer needs to reply to an invoice it replies to an email address that I can not read and I assume is returned to the customer as returned undeliverable. There should be a way to set up a reply to address so that my customers can reply to the invoice and ask a question about their bill.

Re: How do I set up a reply to email for my invoices?

puka — Thu, 14 Feb 2019 21:38:17 GMT

Hi @Clucas - Just to clarify, are you saying that you don't have access to the email address associated with your account? If not, you can update it if you reach out to our CS team.

If your email address is current and you have access to it, then you should be receiving replies to Invoices already. I've merged your post with a thread on how this works. Check out Tom's answer for more information on how to make sure your customers are replying correctly to ensure that you are receiving their emails.

Re: How do I set up a reply to email for my invoices?

Clucas — Fri, 15 Feb 2019 19:46:57 GMT

Hi @puka

I do have access to my email that is set up with the account. I tested it out by sending an invoice to a personal email address and when I replied directly to the email it was not sent to the email set up in my square account and in my personal email I received a delivery status failure.

Re: How do I set up a reply to email for my invoices?

Helen — Mon, 18 Feb 2019 18:15:17 GMT

Hey @Clucas!

It looks like you sent yourself an invoice as a test? When you send yourself an invoice you'll notice you receive two emails: one with a link to pay the invoice (for the customer), and another from Square to notify you that the invoice has been sent (for the business owner).

Can you look for the email that has the Pay Invoice button - the subject line should be in the format New Invoice: [Reference number] from [Business Name]? When you reply to this email you should see your email address poplate in the reply field instead — and when you reply you should see the message in your inbox!

Re: How do I set up a reply to email for my invoices?

Clucas — Mon, 18 Feb 2019 18:31:19 GMT

Hi @Helen,

In the test, The email I am refering to is in fact the email that has the Pay Invoice button. When I try to reply to it it does not work. The reply to button does have the buisness name but the email address is the invoicing email from square. And when I tried it, it returned as a failed email.