Sent invoices has not been 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

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, the statuses are Sent, Registered (the receiver’s mail server has accepted the message) and Read (the receiver has opened the invoice). An invoice that stays at Sent does not mean that the sending failed.

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

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

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 email has bounced, the alert Error in receiving the invoice appears at the top of the invoice, with the addresses that failed. To send the invoice again:

1. In the alert, click Modify email address.
2. Enter the new address. You can enter several, separated by commas.
3. Click Save and send again.

If the invoice does not have its own address, different from the contact’s, the new address is also saved on the contact. The next invoices will go to this address.

The alert only says that the address is wrong when the mailbox does not exist. With any other bounce, the address can be correct: talk to the receiver before you change it.

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.

• Review what the Peppol identifier is.
• Verify that the customer record contains the correct identifier.
• Also check that your Peppol configuration is active in Company settings.

If the receiver says they only see the total

Sometimes the invoice does arrive, but the receiver says they only see the total amount and not the invoice lines.

• Open the sent invoice and click Legal view. This is the document that was delivered to the receiver. If you see the lines there, the invoice was sent complete.
• What the receiver sees on screen depends on their reception portal or accounting software. Many of them show only the totals at first. The receiver must check this with their provider.
• Sending the same invoice again does not change this: the receiver would get the same content.

See the document view modes.

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.