We have been having issues of certain custoemrs not receiving faxed or emailed invoices or statements ever since we switched to Adagio. We have done whatever tests and even switch to an in-house email server to ensure we know the emails are sent successfully but the problems still exist. It ususally happens when we have to send the invoices/statements out in a batch. If it's sent individually, the customer will get them. Also, it's not necessary the same customer will always be the one having this problem.

Does anybody using Adagio have the same issue as we do? Any suggestions to fix this is greatly appreciated.

Hi
Check the settings on the customer if they are allowed to get Invoice Faxed/Emailed.
On the Invoicing tab of the Edit customer there are 3 check boxes for 'Send Method'. Make sure that all are on.

If you select to send a single invoice it will allow regardless of this setting, but when print a batch it looks at this setting to see if the customer gets invoices by fax/email.

Hi Chris,

We have certain customers prefer to receive invoices/statements by mail, or by fax, or by email and that's how we set up their accounts by checking the preferred box (send method) only. If we check all the boxes, how can the system know to send the invoices and statements automatically to the fax or email queues when we are ready to print them?

Kitty

Hi,
OK so my question is a customer that is not receiving the emails out of a batch, (the problem you described) do they have that 'Send Method' for Email selected?

When a batch is printed (print/email/fax), only the customers that have the 'Send Method' checked on for that type will be printed. If the customer does not have that type turned on then it will not print.

When you select a single invoice to print, the options for that customer is shown at the top of the dialog. Regardless of the settings on the customer, because you have selected a single invoice you are able to print with any method. This is the reason that you can send a email when it did not work via the batch print method.

I just checked on one of these customers who complained about not receiving the emailed invoices/statements, these are the settings.

Accounting - Billing cycle - set as E-mail
Statement send method - checked on email box ONLY
Invoicing send method - checked on Print and Email boxes

Kitty

Hi, Kitty,

The settings appear to be correct.

I'm wondering if there could be some sort of 'spam protection' that's kicking in when the range of invoices are sent -- either on your end or the customers. Are there basically the same number of customer invoices sent out each time or does this vary?

If the customer was never receiving the attachment, I'd suggest that perhaps they were using an older version of Adobe Reader than your office but you say that whether or not a customer receives the attachment seems to be more random.

Why not email a statement directly to the customer while they are on the phone, make sure that Adagio thinks it was sent, and see where it gets delivered to?

Also, you say fax & email, but it appears that you are only having a problem with emails.

Emailing or faxing a statement or an invoice individually doesn't seem to have any problem, it's when they are sent in a batch format. Normally right after the end of each month when we are ready to send the statements with the related invoices together, the staff will start the printing process in sections so that the printer is not tied up for too long. The program will base on the settings of the send method of invoicing and statements and send them either to the printer or the fax or email queues and process accordingly. But from time to time, certain customers who are set up to receive the copies by fax or email told us that they did not receive certain ones during certain months. It's the inconsistency of this that makes it tough to fix and we do want to fix it so we can tell our customers that they will receive their copies on time without problems. Any more suggestions?

Perhaps you are getting "blacklisted" when you send a large batch. Try sending them in smaller batches over several days and see if that solves the problem.

If you are getting blacklisted, only your ISP can solve that problem.

Althouogh it may not be your problem, we should all be aware that there is a major issue with blacklisting by a agency called SORBS used by some ISP's to block unwanted spam. It lists whole blocks of IP adresses indiscriminately and it is nearly impossible to get them removed. The only solution is to complain to all ISPs and get them to stop using SORBS.

It’s easy enough to check if an IP is listed with SORBS at a Windows command prompt.

If we ping the mail server, it comes back with, say, an IP of 184.71.102.58. If we reverse the IP we can do a lookup on SORBS with the following;

nslookup 58.102.71.184.dnsbl.sorbs.net

The important bit is what comes back from sorbs. The Address: 127.0.0.10 is their code for a dynamic IP. They don’t care if any spam has ever come from that address or not. If they think it is dynamic IP space it’s automatically listed.

There is a rather lengthy six part article posted here about the evil ways of SORBS.

http://blog.wordtothewise.com/2010/12/gfi-sorbs-considered-harmful/