thread Re: Customers are not getting my invoices in Archived Discussions (Read Only)

Customers are not getting my invoices

JenniferSampson — Wed, 01 Jun 2016 14:05:07 GMT

When I create and email an invoice, I get a copy of the invoice in my email inbox, but the client never gets it. I have to go to the actual invoice myself and use the drop down menu to copy the link to the invoice and then email that link to the client. I don't know what changed. There was a problem until a few months ago.

Re: Customers are not getting my invoices

brgazette — Sun, 19 Jun 2016 22:17:34 GMT

I am having the same problem. I send and resend invoices and the customers do not get them.

Re: Customers are not getting my invoices

Jill — Mon, 20 Jun 2016 03:21:14 GMT

I'm having the same problem right now. Was there a fix for this??

Re: Customers are not getting my invoices

Kelly — Wed, 22 Jun 2016 18:58:57 GMT

It sounds like your customers email inboxes may be sorting your invoices into their spam folders. Square Invoices are sent from an automatic server, some spam detectors may think that the Square Invoices are in fact spam and routes them into spam instead of sending them into your customer's inboxes.

Have your customers double check their spam folder, if they are still not receiving those invoices check out this thread to get in contact with our Support Team.

Re: Customers are not getting my invoices

onedesigntalk — Sun, 02 Apr 2017 04:03:47 GMT

I'm having this problem with Yahoo mail. It worked the first time, but the second invoice isn't going to customers email address

Re: Customers are not getting my invoices

Chad — Mon, 03 Apr 2017 23:49:57 GMT

Hey @onedesigntalk, welcome to the Seller Community! This is an interesting issue.

I recomend heading to your invoices tab and checking the spelling of the email address on each invoice. If they match, then the next step is to have the customer reach out to Yahoo to see if there is an issue with their inbox.

Please let me know how it goes. 😀

Re: Customers are not getting my invoices

onedesigntalk — Mon, 03 Apr 2017 23:52:53 GMT

I found a work around this issue. Login to your desk top browser panel and find the invoice then click the share button to get the direct link to the invoice. Then I just text message the link to the customer. It worked , he payed 🙂

Re: Customers are not getting my invoices

Chad — Mon, 03 Apr 2017 23:57:48 GMT

That's great to hear @onedesigntalk! Please let me know if I can help with anything else.

Re: Customers are not getting my invoices

Johnv — Sun, 10 Sep 2017 21:50:46 GMT

I've been having the same issue since April. Please fix this Square! It's not only annoying, but unprofessional

Re: Customers are not getting my invoices

Chad — Mon, 11 Sep 2017 18:32:11 GMT

Hello @Johnv, if your customers are not receiving your Invoices I recommend having them reach out to their email provider. You can view the activity on your Invoices from your Square Dashboard. We can notify you if a customer has viewed an invoice or if it was delivered.

Re: Customers are not getting my invoices

bnorris1996 — Mon, 12 Feb 2018 18:34:25 GMT

I too am having this issue. Neither Gmail nor Hotmail are receiving invoices sent by email through the Square Dashboard. I will make do sending out texts for the time being, but this needs fixing.

It sounds like the Square mailserver has been automatically blacklisted by these email providers, since the emails aren't even making it to local spam folders. Square needs to contact these providers and make the necessary adjustments so that its own mailservers meet the best practice requirements of the email hosts. It is not appropriate to tell your clients to call up Hotmail/Yahoo etc and get them to fix the problem for you - the problem is almost certainly with the configuration/hosting of YOUR mail servers.

Sorry for the angry rant 😕

Re: Customers are not getting my invoices

JenniferSampson — Mon, 12 Feb 2018 18:38:21 GMT

No. It's been a few years and I still have to email clients to check spam folders etc

Re: Customers are not getting my invoices

katieand — Tue, 13 Feb 2018 18:35:49 GMT

Hi @bnorris1996 - We have had a problem with our email servers over the last few weeks and some sellers have found resolution by calling in to our team to fix the problem on our side. I apologize for this since I know how frustrating it is to have unsent invoices.

Please keep us updated on whether you're able to get this resolved by calling in!

Re: Customers are not getting my invoices

bnorris1996 — Wed, 14 Feb 2018 00:51:22 GMT

Your link directs me to the generic help page, which asks me to search for a solution and does not present me with a phone number to call, per your previous support message. Honestly, this is poor service. If I must make a call to resolve this issue, surely it is not unreasonable for you to provide me with the best number to do this here - must I really hunt around for the right number to call AFTER you have already conceded a problem at your end? Please, give me the number of who I should call, not a generic link.

Re: Customers are not getting my invoices

katieand — Wed, 14 Feb 2018 00:59:33 GMT

Hi @bnorris1996- Sorry - I was just trying to be helpful since you have to go through that contact flow to get your customer code. That link includes instructions with how to go through the contact flow so that the 1-855 number and your code appears at the end.

We don't post the 1-855 number without that flow so that sellers don't get frustrated by placing a call and then not being able to get through since they don't have their code ready.

Re: Customers are not getting my invoices

bnorris1996 — Wed, 14 Feb 2018 08:18:07 GMT

Righto. I'll give it a go then. Thanks.

Re: Customers are not getting my invoices

djoe — Thu, 15 Mar 2018 15:47:12 GMT

I have just started having this problem too. Customers that I have sent invoices to for over a year with no problem are now not receiving my invoices. They are not in their spam filters. As soon as I hit send, I view my list of invoices and it's already in Red and lavbeled Undeliverable. It happens instantly It's as if the Square mailserver has been blacklisted. These are NOT hotmail or yahoo or gmail addresses. Again, these are people I have invoiced as recently as a month ago with no issues. Now suddenly my invoices aren't going anywhere. Yes, I can copy and paste the link and send that to the client, but that's now an extra step I have to take. I may have to switch CC processors if this keeps up. Any ideas what I can do to get this resolved??????

Re: Customers are not getting my invoices

katieand — Thu, 15 Mar 2018 23:00:23 GMT

Hi @djoe - Sorry for this frustrating experience. I recommend you give our Customer Success team a call to get this resolved. They'll be able to look into this for you in more depth and hopefully get your invoices deliverable again.

go to this link https://squareup.com/help/us/en/contact

click other

click I Don't See My Issue

Click Call Support

write down your customer code

call 855-700-6000

Re: Customers are not getting my invoices

Glasskatz — Thu, 06 Sep 2018 00:29:16 GMT

Katie, I was trying to help a provider who was not really familiar with Square to send me an invoice for some tile work. His invoices from the app WOULD NOT GO THROUGH. They are not in my spam folder, and it’s as if he never sent them. He can see in his dashboard that they HAVE been sent. They just aren’t making it to me. I’m on an iPhone using the built-in mail app with an email tied to my personal domain through GoDaddy.

I was able to log into my iPhone Square Point of Sale and create an invoice that he could receive. He’s on Gmail and using an Android. It went through just fine.

WORKAROUND: I was able to guide him through the menu to the invoices tab on the app, then have him click on my invoice, then scroll all the way to the bottom to the “MORE” button, and then he was able to text the invoice link to me. It worked fine.

I don’t know what the problem is, but I agree with the person who said it is unprofessional. He’s not a tech guy, so we literally spent an hour and a half trying to work around this, with him almost driving 4 hours roundtrip to have me swipe the card to pay his first draw. I wasn’t comfortable giving out the credit card over the phone since this is his first job with us. The beauty of the invoice is that our card is hidden from the recipient. As a Square user myself, I was able to help walk him through it, but if this was an average customer, this would have been a much bigger issue.

Re: Customers are not getting my invoices

Tom — Fri, 07 Sep 2018 00:47:34 GMT

Hey @Glasskatz, Tom stepping in for Katie today.

Thanks for taking the time to share your workaround here and I'm really sorry to hear about the trouble you encountered. I'll be surfacing your experience with our Invoices Team.

It sounds like this shouldn't be happening. If you notice this issue again, please send the payment details to our Customer Success team directly—they'll be able to take a look behind the scenes to make sure everything is working correctly.

Let us know if anything else comes up!