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

 

Rookie Asked on November 23, 2020 in Billing.
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2 Answer(s)

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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Have you had your IT team create an SPF1 record that includes NetSuite?  Make sure your email domain SPF1 record has:  include:mailsenders.netsuite.com include:sent-via.netsuite.com

 

Also, are you sending documents in the same format with both functions?

Intermediate Answered on November 24, 2020.

I will check with my administrator on the  SPF1 record.  I’m not sure what that means.   I have been able to identify,  that this is very sporadic – see my comment above.  Some invoices get sent and others don’t to the same customer email on the same day within minutes of each other.   Thanks for your help.

on November 24, 2020.
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