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Troubleshoot sent invoices not received

If an invoice appears as Sent but the receiver says they have not received it, this does not necessarily mean that the invoice has been delivered correctly. Follow this checklist to identify the likely issue before opening an incident report.

Check the actual invoice status

Section titled “Check the actual invoice status”

The first step is to review the status of the issued invoice. The status Sent only means that B2Brouter has performed the sending action, but it does not always mean that the receiver has received or accepted the document.

  • Review the status of issued invoices.
  • Keep in mind that Sent is not the same as Read, Delivered, Accepted or another final status depending on the network.
  • If you send by email, there may be no further statuses beyond Sent or Read.

Review the sending method configured on the contact

Section titled “Review the sending method configured on the contact”

Open the contact and check which Invoice sending method is configured.

  • Verify whether the invoice was meant to be sent by email, open network, Peppol or B2Brouter.
  • Confirm that the email address, transport or receiver identifier is correct.
  • If needed, review how to create and configure a contact.

An incorrect sending method is one of the most common reasons why a document appears as sent but does not reach the expected recipient.

Check whether the sending channel is the correct one for the receiver

Section titled “Check whether the sending channel is the correct one for the receiver”

If the receiver is a public administration or a company that requires a specific network, you should validate that the invoice was sent through the right channel.

  • If it is a Spanish public administration, check whether it was sent through FACe, FACeB2B or another general entry point.
  • If the contact is configured with B2Brouter transport but the receiver expects FACe or FACeB2B, the invoice will not arrive through the correct channel.
  • If you use FACeB2B, also review the routing codes and the DIRE code.

If the invoice was sent by email, check for a bounce or mailbox issue

Section titled “If the invoice was sent by email, check for a bounce or mailbox issue”

When the invoice is sent by email, the issue may be related to the recipient address or to a bounced message.

  • Check that the contact email address is correct and up to date.
  • Confirm with the receiver that they have checked spam, junk mail or internal filters.
  • If your account uses email notifications or email sending, review the relevant configuration in Company settings.

If the invoice was sent through Peppol, validate the identifier and reception settings

Section titled “If the invoice was sent through Peppol, validate the identifier and reception settings”

If the invoice was sent through Peppol, check that the receiver can be found on the network and that the identifier used is correct.

When to open an incident report

Section titled “When to open an incident report”

If after these checks the invoice still appears as Sent but receipt cannot be confirmed, open an incident report and include at least the following information:

  • Invoice number.
  • Receiver contact.
  • Sending method used.
  • Current invoice status.
  • Screenshot or detail of what the receiver reports.

You can do this from How to open an incident report.