Hello, @awalik. The situation with customers claiming they haven't received invoices, especially when they show as viewed, can be perplexing. Let me help you resolve this issue.
It's important to note that an invoice will be marked as Viewed if the emailed invoice is carbon-copied to your company email and you open the email.
If the status still shows as Viewed but you haven't opened the email, you can advise your customers to check their spam and junk folders for the invoices.
If it's confirmed that the invoices weren't delivered, there may be a cache-related issue causing the discrepancy in the invoice status. If this is the case, you and your customers can perform some troubleshooting steps. First, use a private or incognito window to rule this out.
Here are the shortcut keys:
- For Mozilla Firefox browser: Ctrl + Shift + P
- For Google Chrome browser: Ctrl + Shift + N
- For Safari browser: Command + Shift + N
Next, log in to your QuickBooks Online (QBO) account and resend the invoices. If it works, clear your browser's cache to remove the webpage data causing the issue. If a private browser doesn't work, use other installed supported browsers.
I'll also share an article to help you troubleshoot undelivered invoices: Fix undelivered invoices in QuickBooks Online.
Check out these informative guides you can use as a reference in effectively managing your invoices:
We recognize the importance of successfully sending your customer their invoices. If you have any other concerns or questions, please feel free to reach out. I'm here to help. Take care.
