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Resend an invoice and confirm delivery

Maggie Shipley
Updated

Check whether an invoice email reached your client, fix the address if it bounced, and send the invoice again so your client has it.

Before you start

  • You have the invoice number and the client's name.
  • To resend from the Invoices list, you need the Resend Invoices permission in the Payments section of your permission set.
  • To use the Email Delivery Hub, you need View Module in the Email Management section of your permission set, and Resend Emails to resend from it. When the hub is turned on, anyone who can resend invoices gets both. Your firm administrator manages permissions.
  • The invoice has a PDF. Resend Invoice isn't available for an invoice without one.
  • The Email Delivery Hub doesn't update instantly, so an email sent in the last few minutes may not appear yet. The hub refreshes once every 15 minutes.

Steps

Check whether the invoice email arrived

  1. Select Clients (or if on Aiwyn Practice select Clients & Contacts) in the left sidebar.
  2. Select Email Delivery Hub. The table shows recent email.
  3. Set the start date and end date to cover the day the invoice was sent.
  4. In Email Type, select Invoice.
  5. In the search field, type the client name or the billing contact's email address.
  6. Select the invoice email's row to see each recipient and their result.

  7. Read the delivery status for each recipient:

    • Delivered: the client's mail server accepted the email. You don't need to resend unless the client can't find it.
    • A bounce or a block: follow "Fix a bounced or blocked email" before you resend.

    For every status, see Email delivery status reference.

Fix a bounced or blocked email

  1. If the status shows a hard bounce, the address is wrong.
    1. Correct the email for the client contacts in your practice management system.
    2. For firms on Aiwyn Practice: In Clients & Contacts, correct the email address on the client's contact that has Receives Invoices turned on.
  2. If the status shows a soft bounce or a block, the address is fine but the client's mail system didn't accept the email. Follow Troubleshoot a failed client email, then return here to resend.

Resend from the Invoices list

Use this to send the invoice to its original recipients, and add anyone else who needs it.

  1. Select Invoices in the left sidebar.
  2. In Search, type the invoice number.
  3. Select the three-dot menu at the end of the invoice's row.
  4. Select Resend Invoice. The dialog lists the invoice's original recipients.
  5. Add any other email addresses that should receive the invoice.
  6. Select Resend.

Resend from the Email Delivery Hub

Use this to send the email again to everyone, to one recipient, or to a corrected address.

  1. Find the invoice email, following steps 1 to 6 of "Check whether the invoice email arrived".
  2. Choose who gets it:
    • Everyone who received it: select Resend on the email's row.
    • One recipient: expand the row, then select Resend on that recipient's line.
    • A corrected address: select Resend, then change the email address in the resend dialog.
  3. Before you send, preview the email if you need to. You can also edit the subject, add a note to the email, or send yourself a test.
  4. Confirm the send.

Confirm the resent invoice arrived

  1. Wait for the Email Delivery Hub to refresh. Data last updated shows when it last refreshed.
  2. Find the invoice email again and check that the recipient shows Delivered. The resent invoice will show in the hub as a new row as soon as the hub updates (up to 15 minutes).

The recipient shows Delivered, and the invoice is unchanged on the Invoices list, with the same number, balance and due date. Resending emails the existing invoice again. It doesn't create a new one.

Changing an address in the Email Delivery Hub resend dialog doesn't update the client record. It applies to that one send. Correct the billing contact's address first, or next month's invoice will bounce again.

A hard-bounced address stays blocked. Resending to a corrected address works. To send to the same address again, contact Aiwyn Support.

Resending doesn't change the invoice. To correct an amount or other details, see How to change a sent invoice.

Your client can tell the email was resent. An email resent from the Email Delivery Hub starts with [RESENT] in the subject line.

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