Resending Invoices, Receipts, and Order Confirmations

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When to use this workflow

• A customer says they never received an invoice
• You need to send a copy of an order confirmation
• A customer requests an old invoice from months ago
• You want to resend a receipt after a payment

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Prerequisites

• The customer must have a valid email address on file
• The document (invoice, order, receipt) must exist in the system
• Your role must allow you to view the customer/order and send customer documents

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Resend from the customer account

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Quick resend from the Transactions tab

1. Open the customer’s account.
2. Click the Transactions tab.
3. Find the invoice, sales order, or payment row.
4. Click Resend Invoice for invoice and sales-order rows, or Resend Receipt for payment rows.
5. In the send dialog, confirm Recipient Email and Recipient Name.
6. Optionally click + Add CC/BCC.
7. Add a Custom message if the customer needs context.
8. Use Preview Email Template when you want to verify the subject and body.
9. Click Send Email.

Expected result: The document is sent or queued for delivery, and Arcus shows a success toast. If delivery fails, the dialog reports the failure.

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Resend from an order

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Resend order confirmation

1. Open the order.
2. Click the action menu (…) at the top.
3. Select Send to Customer.
4. Confirm the recipient email and name.
5. Add CC, BCC, or a custom message if needed.
6. Click Send Email.

Expected result: Order confirmation email is sent. Customer receives the order details with line items, totals, and terms.

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Send a revised order or invoice

If the order or invoice changed after it was emailed, Arcus can show a revision banner on the order detail page.

1. Open the order.
2. Review the revision banner. It tells you the current revision and the last revision sent.
3. Click Send Revision.
4. Review the “What Changed” panel in the dialog.
5. Click Send Revision.

Expected result: The customer receives the revised order or invoice email instead of the original-send template.

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Customer only needs tracking

If the customer only needs tracking, open the order action menu and use Copy Tracking Link when packages exist. You can also open the package actions menu and use Track Package. These actions are faster than resending the full order document.

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Resend from accounting

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Resend invoice or receipt from the AR page

1. Click Accounting > AR Management.
2. Find the invoice in the AR aging list.
3. Click the invoice.
4. Click Resend Invoice or Email.
5. Click Send.

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Resend from the Invoices management page

1. Click Invoices > Management (if available).
2. Search for the invoice by date, customer, or order number.
3. Click the invoice.
4. Click Resend or Email Invoice.
5. Click Send.

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Bulk resend (multiple invoices)

The order and customer account workflows above send one document at a time. If you need a campaign-style resend to many customers, use your accounting or communications workflow for bulk sending so each recipient, template, and delivery result is tracked correctly. Do not open many order tabs and send manually unless you have a small, verified list. It is easy to miss delivery failures or send the wrong revision that way.

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Resend receipts

If the customer paid via credit card or ACH:

1. Open the customer account.
2. Click the Transactions tab.
3. Find the payment row.
4. Click Resend Receipt.
5. Confirm the recipient and click Send Email.

Expected result: A payment receipt is emailed showing the amount, date, and method.

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What gets sent

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Personalizing resent emails

When you resend a document, you can add a personal message:

1. Before clicking Send Email, use Custom message (optional).
2. Type a brief message (e.g., “Sorry for the delay! Here’s your invoice for your records.”).
3. Click Send Email.

Expected result: The customer sees your message at the top of the email before the document.

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Email logs and tracking

Every resend is logged:

1. Click Communications > Email Log (or Support > Email Log).
2. Filter by customer name or email address.
3. See all emails sent to that customer (originals and resends).
4. Click an entry to see the subject, recipient, send time, and attachment name.

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Troubleshooting

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”No valid email address on file”

The customer account is missing an email.

1. In the send dialog, use the Add email to customer button when it appears.
2. Or open the customer account and go to Contact Persons.
3. Add or update an email address.
4. Return to the document and retry Send to Customer, Resend Invoice, or Resend Receipt.

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”Email delivery failed”

The email was not delivered (invalid address, spam filter, etc.).

1. Check the Email Log for the failure reason.
2. Verify the email address is correct.
3. Contact the customer via phone to confirm their email.
4. Update the email address in their account.
5. Retry the send.

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”I need to send an invoice from over a year ago”

1. Open the customer account.
2. Click Transactions.
3. Search transactions for the old invoice or sales order.
4. Click Resend Invoice.
5. Click Send Email.

Note: All invoices are retained in the system indefinitely for audit purposes.

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