When a customer replies to a Xero invoice reminder, the reply goes to the login email of whoever first turned reminders on for your organisation. You can change that address, but it’s a single setting for the whole organisation - you can’t set a different reply-to per customer or per invoice. This page explains where reminder replies go, how to change the reply-to email address, and the limitation you’re left with.
Where do replies to Xero invoice reminders go?
Replies go to the email address of the person who first switched invoice reminders on in your Xero organisation. Xero uses that person’s login email as the reply-to on every reminder regardless of who set up the individual reminder or which customer it was about.
This catches people out when the person who originally enabled reminders has changed roles or left. Replies can keep going to a name your customers no longer recognise, or to someone who no longer handles collections.
How do you change the reply-to address in Xero?
You change it in your invoice reminder settings. In the Sales menu, open Invoices, then Invoice Reminders, and choose a different reply-to address from your Xero users.
⚠️ NB: if there is no option to edit, it’s because you are the only user on the account. You can only choose Xero users, not type in your own non-Xero user.
Save, and replies to future reminders go to the new address.
That’s the full extent of the control: one reply-to address for the whole organisation. It’s worth setting it to a monitored inbox (e.g. accounts@yourcompany.com) rather than a personal login, so replies don’t get stranded if someone leaves.
What’s the limitation?
You can only set one reply-to email address and it must be one of your Xero users. Xero can’t route replies differently for different customers, different team members, or different invoices.
If you run collections across a team - one person handling key accounts, another handling everything else - every customer reply still lands in the same inbox, and someone has to forward it on. For a small business with one person on collections, the single address is usually fine. For anyone splitting the work, it’s a daily bit of friction.
There’s an open request on Xero’s product ideas board to make the email reminders more customisable rather than tied to one address. It isn’t built yet.
How does Trove handle reminder replies?
Because Trove sends reminders from your own email rather than a shared Xero address, replies come back to the original sender (or to a cc you’ve set), so they land with the person actually chasing that invoice. You can also set a specific reply-to address when sending, which gives you the per-send control Xero’s single org-wide setting doesn’t.
That keeps replies with the right person without anyone forwarding messages around the team.
Try it on your own Xero account
Trove runs a free 30-day trial and takes about five minutes to connect to your Xero account. Start a free trial or book a demo to see how replies get routed.
For more on controlling who reminders reach in the first place, see why Xero sends reminders to the wrong contact and how to send a reminder only to the person you invoiced.
