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Overview: Causes and Solutions
This article describes various issues and solutions related to invoice management via InExchange Network. The problems discussed include inactive recipient accounts, returned paper invoices, violations of the recipient's business rules, stopped invoices, and delivery issues with PDF invoices. For each problem, specific instructions are provided on how to resolve them, such as contacting the recipient, correcting invoice information, or using alternative delivery methods. The article also emphasizes the importance of having correct address information and following the recipient's business rules to avoid future problems.
The recipient's account is inactive
Why did the error occur?
This error occurs when a former recipient has chosen to terminate their recipient service with us.
How do I resolve the error?
Contact the recipient and check if they no longer accept e-invoices.
Otherwise, you can resend the invoice by selecting another delivery method under Manage on InExchange Network.
Read more about Managing here.
Why did the error occur?
The invoice you sent has been returned. This may be due to an incorrect address, the recipient has moved, or the address is incomplete.
How do I resolve the issue?
You can choose to resend the invoice via Manage on InExchange Network. Correct the address to the correct one and choose to resend it. We will then add a cover sheet with the correct address.
The address must also be updated in your invoicing system so that you send to the correct address the next time you invoice.
You can also choose to resend the invoice as a PDF if you have an email address for the recipient.
Read more about Managing here.
The following invoices could not be delivered due to violations of the recipient's business rules
Why did the error occur?
The error that has occurred is due to the invoice not following the recipient's business rules. This most often happens when sending to a recipient using the Norwegian EHF format.
How do I resolve the error?
To resend the invoice, you need to correct the invoice and resend it or choose to send the invoice as paper or PDF via Manage on InExchange Network.
Read more about Managing here.
Stopped invoice with the recipient
Why did the error occur?
This error message comes from the recipient. The type of error is stated in the message from us. It may be an incorrect reference, for example.
How do I resolve the error?
If it is not clearly stated in the error message what is wrong, you need to contact the recipient or the recipient's operator to clarify with them what the issue is.
You can choose to resend the invoice with a different delivery method, paper or PDF, via Manage on InExchange Network.
Read more about Managing here.
PDF invoices could not be delivered
If your PDF invoices could not be delivered – here’s how to resolve the error
If your PDF invoice could not be delivered to the recipient, it may be due to a number of different reasons. You can start by checking the following items.
Is the correct email address provided?
- Check that the spelling and format of the address are correct.
- Contact the recipient to verify that the address is in use and that the recipient's inbox is not full.
Has the email been blocked by the recipient?
- Ask the invoice recipient to check that messages from noreply@inexchange.se are not being blocked by the recipient's mail system, for example, by a spam filter or otherwise.
Sometimes temporary issues can arise without anything needing to be addressed, and you can simply go into the list of stopped invoices via the button Manage your stopped invoices and resend the invoice(s) without changes. If you then receive no new error message and the invoice is included in the list of Sent invoices, the shipment has been successful.
Resolve and resend
If your PDF invoice could not be delivered, you will receive an error message from us via email. Click the button Manage your stopped invoices that is in the error message to resolve any errors and to resend the invoice.
If the problem persists, contact InExchange support via our case form >>
Why did the error occur?
The recipient of the invoice is not registered as a recipient in InExchange Network.
This means that the recipient currently does not have a registered service for receiving e-invoices with InExchange or with another operator via interconnection. It may also be that we could not identify the recipient due to insufficient information, for example, if the organization number, VAT number, or GLN is missing.
How do I resolve the error?
If it is a customer that you know can receive e-invoices but is not yet registered as a recipient in our network – contact InExchange support at 0500-44 63 60 or via our contact forms so we can register them as a recipient.
Otherwise, you can resend the invoice by selecting another delivery method under Manage on InExchange Network.
Read more about Managing here.
Why did the error occur?
The recipient has requested that all suppliers contact them in advance before invoices are sent.
How do I resolve the error?
Contact your customer for more information.
You can choose to resend the invoice with another delivery method via Manage on InExchange Network.
Read more about Managing here.
Delivery of invoice documents cannot be performed. The transaction lacks a customer
Why did the error occur?
We cannot deliver invoices between two parties where neither is a customer of InExchange.
How do I resolve the error?
The invoice needs to be resent to the recipient's VAN operator.
Contact your customer for more information about which VAN operator they use.