Handle documents with errors

Not all sent invoices reach the destination. This can happen for many reasons, which can be broadly categorized in two groups: Rejections from the receiving service provider and Internal errors within Pagero's systems. If you receive information that your sent document is not processed correctly but has been stopped in error, you can find the document and information about the error in Pagero Online. This 

Pagero Messages

When an invoice encounters an error which needs your actions, an email gets sent to the address you've chosen in your company's settings. These emails can come in few different templates and languages based on your settings, and while the email doesn't directly tell which invoices have encountered what error, it tells you where you can go examine the issue. Here's how you can find these error messages within Pagero Online:

1. Log in to Pagero Online: https://www.pagero.com/login 

2. Navigate to Messages -> Inbox

Error handling

1. Go to My Documents -> Handle documents with errors or Handle files with errors. You can either search by a specific document number or then seek from a list that opens when clicking "Search"

 

2. You can see the following information about your documents with errors from the list: Document number, Receiver, Distribution method, When it was created, Document type and Send mode.

 

3. Click on the invoice you want to take an overview and see the error description.

You can also download the source document and resend or delete the document.

If the error message is unclear and you're not sure what it means, you can check the FAQ guides in our Support Center or contact our support team for assistance.

 

On some errors the invalid value can be edited directly in this view, such as erroneous email address or reference number. Type in the new value and click resend.

On other errors, the invoice data needs to be edited in your invoicing system first before resending the invoice file to Pagero. Don't forget to delete the document in error before resending it to Pagero to avoid duplicates of the same invoice.

 

Sometimes your document may have a status “Handled by Pagero” and this means that the document is waiting for a manual handling of our support. This is when you will have to wait for whether the document has been successfully sent or rejected after the handling. If it is rejected you can find it in Handle documents with errors if it is an error that can be corrected directly in Pagero Online or in Sent documents with delivery status as Undeliverable/Rejected if something on the documents needs to be corrected and then resent to Pagero Online.

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