Sending invoices and confirming delivery
Email confirmations and what to do when customers claim not to have received an invoice
An invoice that is never received by the customer cannot be chased effectively. Confirm delivery and track invoice status in Xero.
Email confirmation
When you send an invoice from Xero by email, Xero records the sent date and marks it as opened if the recipient opens the email. Check the ‘Awaiting Payment’ view in Xero to see which invoices have been sent and whether they have been opened. An invoice opened but not paid is a clear target for a payment reminder.
When customers claim not to have received an invoice
Xero's email record shows exactly when the invoice was sent and to which email address. If a customer claims they have not received it, check the sent history and resend. For important invoices, follow up with a phone call or text after sending to confirm the customer has received and accepted the invoice.
💡 Good to know: Large or high-value invoices are worth a brief phone call to confirm receipt and acceptance. Disputes about invoice accuracy are much easier to resolve before payment is due than after.
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