How Business Central Determines Which Customer Email Address to Use

You set the email address on the Customer Card. You send the Statement of Account. It arrives somewhere else, or it does not arrive at all.

The Customer Card is not the first place Business Central looks.

What is actually happening

Business Central checks Document Layouts first.

Every customer has a Document Layouts page. Each row on it maps a document type — Statement, Invoice, Reminder — to a report, and optionally to a specific address in the Send To Email field.

If there is a row for the statement report with an email address on it, that address wins. The one on the Customer Card is ignored completely.

Only when there is no matching row, or the row has no email in it, does Business Central fall back to the Customer Card.

How to check

Open the Customer Card.
Go to Related > Customer > Document Layouts.
Find the row where Usage is the statement report.
Look at Send To Email on that row.

Nine times out of ten the mystery address is sitting right there, put in during implementation and forgotten about.

How to fix it

Change the address on that row, or clear it. Clearing it sends the statement to the Customer Card email instead.

Do not delete the whole Document Layout row unless you also want to lose the report assignment on it.

This is worth knowing rather than working around. If a customer wants statements going to their accounts department but invoices going to the buyer, Document Layouts is exactly the tool for it. Set a different address on each row.

It is not only statements

Invoices, credit memos and reminders all follow the same order. So if any document is landing at an address nobody can account for, check Document Layouts before you go changing the Customer Card. Changing the card will not fix it, and then you have two wrong addresses instead of one.

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