Invoices being blocked

[AVO_Australia]

I have had a few instances of my Invoices not being delivered to clients, including one today, who had a "bigpond.com" email address.  The client had checked his spam and stated that there was no problem with his email, and advised that a couple of times, Square Invoices had not come from other suppliers.  I was able send him a link, that allowed him to pay. 

Anyone else had this problem?

[Laurie_]

Hi there, @AVO_Australia 👋, 

Thanks for reaching out to flag this with us! Sorry to hear about the trouble you're having sending Square Invoices.

I'm interested to know whether the issue is occurring for a variety of addresses, or if you have noticed a pattern with the bigpond.com addresses specifically. Do you attempt to resend the invoice? Is the email successfully received upon a second attempt?

In the meantime, we've included some general troubleshooting steps for sending invoices, such as updating your browser, in this guide. However, I suspect we'll need to try a few troubleshooting steps outside of this guide to try and determine the cause of the issue.

Another thing I can recommend in the meantime is to create a "Test Invoice" and send this to yourself to see whether you're able to replicate the issue. If you're able to receive the invoice email without issue, this could mean the problem is related to customer inbox settings. 

Either way, I'll keep my eye out for your reply and we'll go from there.

[AVO_Australia]

Of the 100 or so invoices I've sent this year, this is first one with an issue.  It had happened before, and I think it was also a bigpond.com email address. 

The client did advise that he had experienced the problem with Square Invoices from other sellers. 

[Laurie_]

Thanks for letting me know, @AVO_Australia!

With this in mind, something I've recommended to Sellers who have reported similar issues with receiving email notifications is to double-check their email filters and add [email protected] to their list of contacts.

It could be that their current spam filter settings are doing too good a job and blocking incoming Square notifications.
 

If you do start to notice this issue impacting customers with different addresses, please let us know by reaching out and we'll get our team to take a closer look with you.