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Get a held invoice email sent after you post the invoice

Maggie Shipley
Updated

Applies to Aiwyn Payments.

You post and email invoices from your practice management system, and Aiwyn sends the Aiwyn invoice email once it has the posted invoice. On Aiwyn Practice, see Send a finalized invoice to the client.

Get an invoice email to your client when Aiwyn received the email before the invoice was posted.

Before you start

  • Aiwyn can send an invoice email only for an invoice it has received as posted from your practice management system. If your invoice email arrives first, Aiwyn holds it indefinitely. When the posted invoice reaches Aiwyn, Aiwyn sends the held email automatically.
  • You know the invoice number. It's in the file name of the invoice PDF attached to your email.
  • On CCH Axcess, a posted invoice reaches Aiwyn with the next data load from CCH Axcess, usually within about 4 hours.
  • The Pending and Failed tabs in the Email Delivery Hub show emails that haven't been sent. They're turned on only for some firms, on request. If your firm doesn't have them, use your daily bounced email report.

Steps

Find the invoice email that wasn't sent

  1. Look for the invoice number in one of these places:
    • Your daily bounced email report. An invoice email Aiwyn couldn't match to an invoice is listed as Ingested Invoice Does Not Exist.
    • CCH Axcess Only: The Pending tab in the Email Delivery Hub, if your firm has it. An email waiting for its posted invoice shows that it's waiting on invoice posting data.

Post the invoice

  1. In your practice management system, check whether the invoice is posted.
  2. If it isn't, post it. Don't send the invoice email again.
  3. After the posted invoice has had time to reach Aiwyn, open the Invoices tab in the Firm Portal and search for the invoice number.

When the invoice appears on the Invoices tab, Aiwyn sends the held invoice email to your client. If your firm has the Pending tab, the email leaves it and appears on the Sent tab.

If the email still isn't sent

  1. Check whether the invoice is paid in full or has $0 due. Aiwyn doesn't send invoice emails for those invoices, by design.
  2. If your firm has the Failed tab in the Email Delivery Hub, find the email there and read the reason it wasn't sent, such as No Recipient.
  3. Fix the cause. For No Recipient, add an email address to the client's billing contact.
  4. Select Retry on the email.
  5. If your firm doesn't have the Failed tab, or the email still isn't sent, contact Aiwyn Support with the invoice number.

Aiwyn doesn't send a second email for the same invoice within 20 minutes. This applies to any recipients. If you send the invoice email again within 20 minutes of the first, Aiwyn discards the second one. Your client won't receive it, and it won't appear in the Email Delivery Hub. If you send it again more than 20 minutes after the first, Aiwyn sends it, so your client receives both emails.

Related

  • Requirements for an invoice to send
  • Why the PDF you send is the PDF your clients see
  • Bounced and undelivered email reports
  • Email Delivery Hub reference
  • Email delivery status reference
  • How CCH Axcess works with Aiwyn Payments
  • Aiwyn invoice emails using the mail rule
  • Invoice Email routing options

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