Troubleshooting eFiles

Situations that May Require Manual Resolution

Although the Collectors can use eFile for all invoices associated to IPP agencies, invoices with the following conditions require manual resolution:

If an invoice does not have a PO associated with it in IPP, it is placed in Exception status and the remit to information will need to be resolved in the IPP system.
If a Collector user wants to use Payment Terms other than those specified in the PO, or select Payment Terms for a non-PO invoice, edit the invoice individually.
To have a credit memo refer to an original invoice, enter the credit memo individually.

The information in the following table describes common problems associated with eFiling and the solution.

Problem	Solution
A PO is in exception	If there is not a PO for an invoice it is placed in Exception status. Sometimes, even if an invoice has a PO, it is placed in exception. This occurs when there is not an electronic version of the PO in the IPP system, or the PO number is not associated to your invoice. To fix this, open the invoice and fix the exceptions.
Your file failed	All of the records in your file are wrong. Either the number of columns is incorrect, or the file structure is wrong. To fix this, verify your file structure is correct, communicate with IPP Customer Support, if needed, and resubmit it.
A single record failed	Individual records fail if one of the following is wrong or missing: Customer ID Invoice Number Invoice Date Invoice Line Number Or, the record will fail if the headers column names do not meet requirements listed in the template. The column headings are case sensitive. To fix this, check the information in these fields for accuracy.

Problem

Solution

A PO is in exception

If there is not a PO for an invoice it is placed in Exception status. Sometimes, even if an invoice has a PO, it is placed in exception. This occurs when there is not an electronic version of the PO in the IPP system, or the PO number is not associated to your invoice. To fix this, open the invoice and fix the exceptions.

Your file failed

All of the records in your file are wrong. Either the number of columns is incorrect, or the file structure is wrong. To fix this, verify your file structure is correct, communicate with IPP Customer Support, if needed, and resubmit it.

A single record failed

Individual records fail if one of the following is wrong or missing:

Customer ID
Invoice Number
Invoice Date
Invoice Line Number

Or, the record will fail if the headers column names do not meet requirements listed in the template. The column headings are case sensitive.

To fix this, check the information in these fields for accuracy.