HI ZackE- thanks for your reply. I'd like to report ongoing issue re: Undeliverable status of an invoice that has not been resolved. I would like to submit a report below for the team to please investigate. Thanks!

8/24/22 4:33pm EDT - I sent invoice to verified correct customer email address via QB Online web browser Safari. System marked invoice as undeliverable. However, system also says customer viewed invoice 8/24 at 11:56pm EDT, confirmed with customer that they did not receive the invoice and did not view invoice.

9/2/22 2:39pm EDT- I resent invoice to verified correct customer email address via QB Online web browser Safari. Invoice continues to be marked as undeliverable but QB system provides conflicting evidence and reports customer viewed invoice at 9/2 at 2:43 pm EDT, 4:34pm EDT, but customer confirms they did not receive the invoice or view invoice. 

9/9/22 11:10am EDT- I resent invoice to verified correct customer email address via QB Online web browser Safari. Invoice continues to be marked as undeliverable but QB system provides conflicting evidence and reports customer viewed invoice viewed invoice on 9/9 at 1:10pm EDT, but customer confirms they did not receive or view invoice. 

9/12/22 I again triple-verified customer email address was correct (we had been using it in the system for over 5 years without an issue). Furthermore, 

-- 9/12/22, 5:18 pm EDT I resent invoice for fourth time via Quickbooks Online system via web browser Safari. Customer does not receive invoice, checks their inbox, spam and junk folder-- verified that they did not receive invoice.

-- 9/12/22, 5:20 pm EDT I sent a separate non-Quickbooks email to the exact same customer email address (I copied and pasted in that separate email a link to the invoice), customer was able to receive separate non-QB email at this address at this time, proving that recipient email address was indeed correct all along and recipient email server did not have any temporary issues receiving emails. Email address server was indeed functioning at the same time the QB invoice system email had been sent yet the invoice was still shown as "undeliverable" and did go through to customer.

This shows an ongoing problem with the QB online system delivering this particular invoice to recipient (while also incorrectly showing that customer views the invoice when they do not receive the invoice at all), which is not consistent with expected behavior and is not due to 1) incorrect customer email address or 2) temporary issue with recipient's email server.  

Can your team please help / investigate what happened with this invoice in order to prevent it from happening again?

- Why would QB system mark invoice as both "undeliverable" and indicate customer viewed the invoice (when they did not receive the invoice or open it)?

- Why is QB online system invoice emails not going through (even with verified correct email address and when email servers are indeed functioning as proven by nonQB emails going through at the same time)? 

Thank you! Would appreciate your help with investigating this ongoing issue.