What to do when an invoice is successfully sent but not received by your recipient

When an invoice shows as delivered, it has reached the InvoiceNow provider your customer is registered with. If your customer says they cannot find it, confirm the delivery on your side first, then give them the details their provider needs to trace it.

Confirm it was delivered

1. Open the invoice and click the InvoiceNow tab. See Open the history.
2. Find the row whose Channel is PEPPOL. That is your customer's copy. An IRAS row is only the copy for IRAS.
3. Check that its status is Delivered, and note the delivery time in the Details column.

• There is no PEPPOL row, only IRAS. Your customer was not on the InvoiceNow network when you sent it, and only IRAS received it. Send them their copy with Email or Print.
• The status is Pending or Sent. It has not arrived yet. Statuses update by themselves. Check again later.
• The status is Failed. It never reached your customer. See Resubmit a failed document.

Check where it was sent

An invoice goes to the InvoiceNow ID shown on the customer's record on Sales›Customer. It is looked up from the registration number on that record. Ask your customer which InvoiceNow ID they use. If theirs is different, raise a support ticket before you send the invoice again.

Give your customer the details

From the PEPPOL row, send your customer:

• The invoice number and date.
• The delivery date and time from the Details column.
• The Transmission UUID from the Details column.
• Your own InvoiceNow ID, from System Manager›Company Profile.

Ask them to check with their provider

Ask your customer to pass these details to their own InvoiceNow provider, the company that registered their InvoiceNow ID, and to ask it where the invoice went. A delivered invoice is held by that provider. Only they can say where it landed in your customer's system.

If their provider cannot find it

1. Open Support›Support Ticket and click New Ticket.
2. Put the invoice number in the subject.
3. In the description, paste the Transmission UUID and the delivery time, and say what your customer's provider told them.
4. Click Submit Ticket.