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Complaints about Email Invoice with eSignature

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Level 2

I am unhappy with the feature - "Email invoice with eSignature" in Lacerte. (product name is intuit QuickBooks Payments)  This product- which integrates with eSignature, does not work as well as it should. It doesn't provide a quick and reliable way to verify payment status.

Small business owners need to receive fast and accurate updates of paid invoices. I really need to know if client paid or not. This product is clunky and slow to give payment status updates. DocuSign signature status is fast , but this product - intuit QuickBooks payments lags  Here are the main issues:

1) The eSignature dashboard does not give accurate and fast update of payment status. Its states that client has payment pending, even though client never opened an email or did anything remotely related to making a payment.

2) There is no confirmation that client received invoice and no timely update when payment made. I don't see any reliable tracking method for whether client got email , opened it, etc.

3) Inconsistency. Sometimes, payment status is updated immediately through an email. Other times, it takes 2-3 days.

4) Could be redundant, but the eSignature dashboard doesn't give me a clear picture of whether client actually paid or not !

Please correct these issues. The product looks great on the sales page. But, in actuality, it doesn't work as well as its presented.

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8 Replies 8
Highlighted
Level 15

@David10 

Probably all valid points, but you need to know that this Forum is mainly populated by fellow software users.  It is NOT Intuit support; any product suggestions should be directed to Customer Support, or perhaps your account representative.  No one here has any power to change the program.

Former Chump... umm.... AllStar.
If a post answers your question, click on *Accept as solution* for future searches
Highlighted
Level 2

I think that Intuit would monitor this site, if they are interested in keeping clients satisfied. But, thanks, I'll post suggestion to specific customer support forum. 

 

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Level 15

They sure as hell *should*, but they don't.  There are a few moderators that wander by on occasion.

And, unfortunately, submitting suggestions thru the proper channels is largely ineffective. 

But I do wish you luck.

Former Chump... umm.... AllStar.
If a post answers your question, click on *Accept as solution* for future searches
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Highlighted
Level 2

That's the issue with Intuit-huge company where you end up going around in circles looking for appropriate forum or support site or department.  Its not ideal. 

Also, Intuit is  great at sales part of the transaction and making product look better than it is. I've never seen a sales person tell me "Jeez-our system is slow today-we can't collect your payment."  The sales and advertising at Intuit are skilled at overselling and embellishment. After you start using the product, its just not as good as they seemed to promise. 

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Highlighted
Level 1

Have you tried to view your activity on merchantcenter.intuit.com portal?  It is only a regular merchant portal, there isn't any information regarding the emails to clients, but it is more information and reporting than inside the e-signature dashboard.  Hope this helps.

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Highlighted
Level 2

Thanks.  So, I actually decided to send the invoice directly from QuickBooks Desktop.  I have my business gmail account integrated with that.  So, I can track the sent email. Also, QBD provides me with confirmation that client read/opened email. 

Thanks for the reply anyway. Stay safe ! 

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Highlighted
Level 2

I'm not happy with the e-signatures period.

It turns out we only get 5 free ones in total, not 5 free ones every year.

Once you start the free trial, those 5 sigs expire by 12/31 of that year.

And that if you pay for one after you've started your free trial then you've cancelled out your remaining unused free ones.

Why pay for one if you have unused free ones?
Because if you've sent out all 5 free ones, but a client doesn't use it, you can void it & it goes back into your free pile.  But in the meantime you've had to pay $2.99 for the 6th e-sig, now you've lost the right to your 5th unused free one.

None of this is told to us at the start.

This is a chintzy benefit from software that costs thousands of dollars annually.

And if they want us to help stop COVID-19 they should give us unlimted free e-sigs until the pandemic is over.

 

 

 

Highlighted
Level 1

1) They also force you into offering credit cards even if you just want to offer bank transfers as a payment option.  I was on support with QB Payments and Lacerte Technical Support and QB payments said Lacerte would have to offer the option to turn off credit cards on their end.  QB Desktop and QB Online both integrate with QB Payments as well, but they give you the option to turn off credit cards.  Many CPAs work with clients that are affluent enough to not need to put their bill on a credit card - it is just unnecessary cost for many practitioners.  This is probably a lack of understanding of their customers, lack of clear thinking, or aggressive sales tactics - if they are getting a cut.

2) I can't find a way to manually update the payment status.  I have a client that paid me with a check, and it seems it will forever say "payment pending."  Did they ever consider that someone might not pay online?  It makes it difficult for useful tracking as a result.

3) You can't resend the payment email to a client if they lose it or didn't get it.  I called support about this also.  The only way to do this is to void the entire DocuSign and start over!!  Apparently, someone on the design team thought that was a good idea.

I feel the influence of Intuit's approach to customer service is starting to strangle Lacerte.  Intuit is so large, their own employees don't know half the products they offer - just look how many versions of payroll they have as they have acquired companies over the years.

Sorry about the frustration.  I have submitted feedback to Lacerte, but it is hard to tell if it ever makes a difference.

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