Automatic E-mailing Failure to Customer

This document explains what to do if the automatic emailing of A/R statements is failing for one or a few customers.  To have A/R statements automatically delivered via email or fax, contact us & see document titled E-mailing or Faxing Statements . 

If a customer notifies you they aren’t receiving their automatic emailed statements.  You have to determine if it is the setup of your profits plus emailing statements, your email server, or your customer’s email. 

Automatic emailing of statements failing for one customer:  This is based on pre-set parameters in the document titled, E-mailing or Faxing Statements.

• If NONE of your customers are receiving automatic statements, verify everything on the E-mailing or Faxing Statements is setup correctly.  If everything is setup correctly follow the below steps for one customer.
  • ​ If you have verified the setup is correct, you must verify your email server is working correctly:
    • email yourself a report, from your work email to an outside email, gmail, yahoo, etc… If this isn’t working correctly, you may need IT assistance.  

• ​If other customers are receiving automatic statements, but one or a few are NOT receiving the automatic statements, the parameters are setup correctly.  Follow the below steps for one customer. 

For this document, when asked to automatically email a statement, to this customer, follow these instructions: 

• Accounts Receivable (Module 2)
  • ​Prepare monthly statements (Task 12)
  • Standard statement forms FORSTM - 1.
    • ​The first question must be answered N for normal. 
    • Reprint invoices along with statements? N
    • When the printer screen comes up, make sure field 1 Printer is the physical printer that you would normally print paper hard copy statements.
    • Starting & ending customer #, use the customer # that isn’t getting their emailed statement.
    • The rest of the questions should be answered the same as when you print statements for ALL of your customers at once.
    • The screen should tell you Printed 0 statements & emailed 1 statement.
    • Call the customer to see if they received the statement.

• ​A/R has a statement log.  To see this log go to A/R, Prepare monthly statements (Task 12), View statement log STMLOG.  Read the information screen & press the enter key to go into the statement log.  Search for this customer # or name.

• Go into A/R, Customer Master (Task 17), Change existing customer record (Sub-task 2).  Bring up the customer # & look at field 22 Get statemt:  This must NOT be set to N.  If this is set to N the customer will NEVER get a printed, emailed or any other kind of statement.         

• Go into A/R, Customer Master (Task 17), Change existing customer record (Sub-task 2).  Bring up the customer & go to the top of the memo notes.  Add a new line at the top of the memo notes by pressing the Control key and the B at the same time.  On this blank line type in the statement email prefix and your email address.  For example:

  • ​.estm cheryl@someplace.com

    • Escape out of the memo notes

  • ​Next, email just this customer # an automatic statement.  The system will send the statement to only the first .estm in the memo notes, which is now you.

  • Verify you received the email. 

  • Go into A/R, Customer Master (Task 17), Change existing customer record (Sub-task 2).  Bring up the customer & go to the top of the memo notes.  Put the cursor at the line with your email address & press the Control key and the Z at the same time.  This should delete the line with your email address.  Escape out of the memo notes.  The next time you automatically email to this customer it will look for a different line with the .estm

• ​Verify the TO email address

  • ​The TO email address needs the correct prefix: for example:

    • ​.estm support@mvsoftware.com The .estm must be correct according to your ESTM’EML’PREFIX= parameter.  If the parameter prefix is in upper case the prefix in the memo notes needs to be upper case & vise versa:

    • .estm churd@someplace.com

    • .ESTM churd@someplace.com

    • The parameter must have a . period, and the memo notes must have a . period. 

• ​Go into A/R, System Management functions (Task 32), Modify parameter files (Subtask 22), Aging & statement control (2).  Look for:

  • ​ESTM’EML’FROM=

  • This from address must be valid

  • The email rejections should be going to this email address.  So you need access to this email address to check for rejections.

  • Re-email an automatic statement for just this customer.  Go into the FROM email & look for a rejection notice.

• ​Open your email & email them something, anything out of profits plus.  In the email ask them to reply to the email.  Verify they have received it.  If they didn’t receive it wait an hour & verify if the customer received it.  (Some email servers are delayed.)

  • ​If the customer received the email from you, then you know your customer is receiving email from you.

    • ​When the customer replies to you, verify their address is the same as what you have setup in the customer’s memo notes. 

    • If your email address is different then the ESTM’EML’FROM= email address: meaning your email address is cheryl@someplace.com & the parameter is set to ESTM’EML’FROM=accountsreceivable@someplace.com  then you know your customer is receiving email from you but not from the accountsrecievable@someplace.com address.

• ​If the customer was receiving emails and now all of a sudden isn’t receiving them

  • ​Ask your IT manager if your company changed anything to do with your email server. 

  • Ask the customer to check with their IT manager, to see if they changed anything to do with their email server.    

• ​Ask your customer to check their email server’s SPAM folder.  They might have their own spam folder & their email server may have a separate SPAM folder.  Have your customer check both SPAM folders.  If the statement is in either spam folder the customer will need to add the email address to their white list.  Then send the automatic statement again.  

There is a difference between emailing a statement on demand versus automatically emailing a statement.           

• Emailing a statement on demand: A customer calls requesting a statement.  A statement is printed.  Instead of physically printing the statement, the EMAIL EFORM Statement type printer is selected on the printer screen. The email, subject, to & from, screen comes up & the PDF statement is emailed, via profits plus, through your email server, to the customer.
• Accounts Receivable (Module 2)
  • ​Prepare monthly statements (Task 12)
    • ​Standard statement forms FORSTM - 1
      • ​The first is answered P for Print-all  
      • Reprint invoices along with statements? N
      • When the printer screen comes up, field 1 Printer is the EMAIL EFORM statement printer.
      • Starting & ending customer #, use the customer # that isn’t getting their emailed statement.
      • The rest of the questions should be answered the same as when you print statements for ALL of your customers at once.
      • The screen should tell you Printed 1 statements & emailed 0 statement. 
      • The email, subject, to & from, screen comes up & the PDF statement is emailed, via profits plus, through your email server, to the customer.          

• ​If the customer isn’t getting this type of email:

  • ​Email the customer a statement, when the email, subject, to & from, screen comes up, pay attention to the TO & FROM address.  The FROM address must be a valid address. 

  • Go into your email & email the customer anything & have the customer reply to the email.  If the customer received this email, & replies, verify the TO address used is correct.