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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.
  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 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.
  4. 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.
  5. 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.

This article applies to:

  • Product: Pagero Online

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