RE: Any users aware of problem with emailed invoices not being received by customers?

We are using scheduled batch billing that runs at night using saved searches.  The invoices are emailed based on addresses on customer record.  More than 50% of the time, the customer does not receive the invoice, but they do receive emailed statements.   We know the addresses are correct.  NetSuite denies any problems on their side.  DNS keys have been created for our domain.  TIA

 

StephW Rookie Asked on November 23, 2020 in Billing.
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2 Answers

Troubleshoot Undelivered Email is probably where you want to start to determine how far along the email got.

Intermediate Answered on November 23, 2020.

Thank you – this was helpful.  I have been able to identify an instance when an invoice tried to send, but was unsuccessful; and then 2 minutes later a 2nd unrelated invoice was generated and sent successfully to the same exact email address.

The NetSuite error message on the “not sent” email is “system not accepting network messages”.   Is this referring to our network or the customer’s?

on November 24, 2020.

Check with support on that one. My guess is customer’s system, that sounds like the kind of error that means that NetSuite’s server could not connect to your customer’s server. Will be a pain to figure out whose fault it is.

on November 24, 2020.

Okay,  thanks again for your help.

on November 25, 2020.
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