When a customer reports that an invoice was not received, do not immediately issue a new document. First confirm that the document was created, completed, and sent to the correct address.
When a customer reports that an invoice was not received, do not immediately issue a new document. First confirm that the document was created, completed, and sent to the correct address. Then check the message identifier at the email provider, delivery state, reply-to address, attachment, and payment status if the message contained a link.
The system must distinguish resending the same document from crediting and issuing again. A duplicate document can confuse the customer and finance. Resend the same file or secure link, and keep delivery history attached to the original document number.
To reduce requests, show customers a secure document history and allow email updates with verification. Also check whether the source email field is overwritten by an old CRM sync. This is a data-quality issue as much as a delivery issue.
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Yehonatan Saadia
Freelance automation, web & MVP developer
I'm Yehonatan Saadia, a senior developer who builds business automation, custom websites, and MVPs for small and mid-sized companies across the US, Europe, and Israel. These guides come from real client work, not theory.
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