My e-invoice hasn’t been delivered. Why?



First check whether the invoice was successfully sent from Zervant. You see this by selecting the invoice under the Invoices tab and clicking on History on the bottom right. Unfortunately, the delivery statuses do not yet show each stage of the delivery process. As such, if the delivery fails after it has been sent from Zervant, it will not be shown here as failed. We are looking to improve these statuses in the future. 
 
To help you understand the e-invoices sending route better, this picture shows all the stages your invoice takes before it reaches your customer:
 

 
The usual reasons why your e-invoice delivery fails:
 
1. IBAN and Swift code
Please check under My account -> Payment methods that there are no blank spaces, particularly at the end of the entries. Remember to also ensure that the first two letters of the IBAN are in capitals. Make the changes if needed and save. Then modify the invoice (select the invoice -> click Edit) and resend it. We are looking to improve this feature in the future to avoid sending problems associated with blank space.



 
2. E-invoice address
Please ensure that your customer’s e-invoice address is correct and that you have chosen the correct format under the Customers tab in their information.
 


3. Character length
Currently, your customer’s company name is limited to 60 characters in length. If the limit is exceeded, the e-invoice delivery will fail since operators do not accept company names over 60 characters in the company name field. We are negotiating with different partners to improve this, so that longer company names will not affect e-invoicing in the future.
 
4. An undefined reason from your customer’s e-invoicing operator
It’s best to follow the instructions of your customer very carefully. For example, check that you have all the information that was requested on the invoice.
 
5. Routing
The different stages in the journey of the e-invoice require routing to be open between the operator and software. Routing means a set of rules, e.g. the format of the e-invoice that is accepted by all parties to finally deliver the e-invoice to the invoicing software that your customer uses. Our e-invoicing partner Basware is constantly opening new e-invoice delivery routes, to increase the number of e-invoicing operators that are supported by Zervant. However, opening these new channels takes time, and so if your invoice delivery is urgent, we recommend using a different method of invoice delivery (e.g. email or post). 
 
As mentioned in the beginning of this article, dedicated error messages for each of the above delivery failure reasons, are not yet supported in the invoice History tab. As such, if you’re unsure as to why the e-invoice delivery has failed, please don’t hesitate to contact our Customer Support for more information.




Last Updated: Apr 16, 2019 10:55 AM

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