accountants email address on clients sales invoice

Sage has amended my clients sales invoices

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I am not sure if everyone is aware, but when sage changed the accountants platform to sage for accountants, they also changed the reply email on every clients sales invoices to the accountants email address.  We have 97 clients on the sage platform and only 1 of these had the correct email because she had manually amended it prior to the change.  The rest of the clients have been sending out sales invoices with my email address as the reply email.  When I rang sage to complain they said yes it had been changed because of something that came out of a focus group!  I have had my clients customers trying to pay me, asking me to arrange delivery of their goods, fill in a vendor form and I have been receiving a lot of spam addressed to Hi Sue.  Who Sue is I have no idea.

Surely this is a GDPR issue.  You cannot change a company's sales invoice without their knowledge or use my email address without my knowledge.

The only way to put this right is to go into each company, change the email address and then wait for the client to receive a verification code which you have to enter to get the email address changed.  So far this has taken 2 people most of the day because you have to explain to each client what has happened and why you need the code and we still have 32 who either did not answer the phone or said they would call back or we didn't have time to call.

Am I over reacting?  Because I am fuming!!

 

 

Replies (10)

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By Moonbeam
06th Mar 2024 18:32

Put that in writing to Sage Complaints department and your Sage contact and tell them it's costing you time and money to fix and you'll be looking for compensation.
This is surely some sort of breach of contract.

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Replying to Moonbeam:
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By Karen whitehead
06th Mar 2024 18:44

I have already but this will effect every accountant that has an account with sage. If your clients manually entered the email address it is probably ok but if not the Accountants address will be on all their sales invoices. I spoke to 3 Accountants today who were unaware of this issue.

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By PennyPincher
06th Mar 2024 19:04

we had this issue too, upgraded a client licence and also bought a new licence through our account on both occasions after entering all client details our email still showed on the invoice - quickly fixed by Sage when we did spot it tbf to them but surely if it's a known issue they should be sorting it out.

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Replying to PennyPincher:
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By Karen whitehead
06th Mar 2024 22:35

They said that they have done it knowingly due to something that came out of a focus group.

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Replying to Karen whitehead:
Tornado
By Tornado
06th Mar 2024 22:43

Karen whitehead wrote:

They said that they have done it knowingly due to something that came out of a focus group.

Sounds more like an "Out of Focus Group"

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Replying to Karen whitehead:
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By FactChecker
06th Mar 2024 22:47

That's as helpful (not) as those statements that start: "Research shows ..."

Meaningless AND at the very least should (a) have been notified to users (as a new 'feature'); with (b) clear instructions on how to revert (without needing to enter each account etc).

Disgraceful ... and you should escalate immediately to their Directors (and warn them that they have 48 hours before you 'tell the world' - and the ICO).

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DougScott
By Dougscott
06th Mar 2024 23:38

Maybe the mere mention of the ICO will get Sage's attention....

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Replying to Dougscott:
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By Karen whitehead
07th Mar 2024 08:42

I have been on the ICO website and apparently I have to give them the chance to put it right first. However they can't put it right because those sales invoices have already been issued. And they cannot amend the email address in bulk because the verification code is needed. I am just really concerned that there are going to be thousands of people that use sage that are going to be effected and are seemingly unaware.

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Replying to Karen whitehead:
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By bernard michael
07th Mar 2024 09:42

Another reason not to like Sage

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By Karen whitehead
07th Mar 2024 19:24

Thank you all at least I know that I am not over-reacting when I am sending my emails to their complaints department

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