My customer did not get an invoice
Distinguish posting an invoice from emailing it, then check the address and sending settings.
- Who can do this
- Owners, or people with View invoices and Send invoices
- Where
- Sales, then Invoices
- You'll need
- The invoice and a customer email address
An invoice marked sent is not proof of an email. Posting and emailing have separate actions.
Check whether an email was sent
WarningEmail Invoice appears only after posting. On a draft, Mark Sent posts it to the ledger without emailing it. Review the invoice and amount first.
- Open Sales, then Invoices.
- Select the invoice number.
- Select Email Invoice and check Sending to: against the customer's address.
- Use Send Email when you intend to email the invoice.
- Read the success or error message.
The posting action can report Invoice sent and posted to General Ledger. without sending email. The email action instead reports Invoice email sent to … when it completes. See Send an invoice for the full flow.
Resolve the sending failure
If the customer has no email address, correct their record first. If invoice emails are disabled, ask the owner to review customer email settings. A failed email message needs attention before another send.
The invoice action can show a success message even when sending fails, so that message does not prove delivery. Ask the customer to check their spam folder and confirm the address. Contact support with the invoice number, destination address, time and result if delivery is still unresolved. Avoid repeated sends while the delivery is being checked.