My invoice has not arrived

• Open the organizational logs (Swedish: transaktionsloggen), which you reach next to the company name. If the message is not there, it never reached Qvalia and the fault lies in the inbound channel.
• If the row is there, read Status, Status update and Direction. Processed means that the message has been processed, Pending or Delayed that it is not yet complete, and Error that it has stopped.
• The organizational logs are the reliable source. An invoice not yet visible under Invoices is not the same as an invoice that was never sent.
• Once the message has left Qvalia without error, the next step sits with the recipient or with your own IT, not with Qvalia.

1. Open the organizational logs

The organizational logs are reached next to the company name in the portal. They show the messages that have reached Qvalia.

• The row is there: continue to step 2.
• The row is missing entirely: the message never reached Qvalia. The fault is then in the inbound channel, not in processing. See "If the message never reached Qvalia" below.

2. Find the message using the filter function

The log has filters and search. You can filter on status, for example Error, and you can search metadata: reminders, for instance, are found by searching for reminder.

Filtering on Error is the single most effective check. In one documented case a customer found 99 invoices sitting in error this way, and was able to fix the root cause in their own ERP system.

If you want to be notified when error files are placed on your SFTP, Qvalia can set up an email notification for it. State which address the notifications should go to when you request it.

3. Read the status

The statuses are described in detail in the article on transaction log statuses.

4. Trust the log, not the invoice list

An invoice can appear in the transaction log without error and still be missing from the invoice list. Reload the browser and contact support if the difference remains. See the article on why the log and invoice list differ.

5. For SFTP delivery: click the clock icon at the top right of the invoice

The clock icon at the top right of the invoice shows a timeline: when the invoice was processed, when it was written to the SFTP, and under which file name. If the file has been written, the next step is your own IT department, who can search on that file name. See the article on invoices your customer cannot find in their ERP system.

6. Check the invoice format

The invoice format field on the invoice shows how it was actually sent: Electronic invoice through Peppol or Email (as PDF).

If it says Email (as PDF), the invoice went out as a PDF attached to an email, not as an e-invoice on the Peppol network. The question is then which email address it went to: and the sender should keep the pre-selected format in future and enter the recipient's Peppol ID (the address the company holds on the Peppol network, in the form 0007: ).

7. Check quarantine before reporting a fault

The quarantine view contains duplicates, scanning errors and other documents that require review. Low quality is a quarantine reason, not a transaction log status. Open the item and follow the actions displayed.

Under the normal incoming duplicate handling, the original has already been delivered when later copies enter quarantine. The handling may be configured differently for the account. See the article on duplicates.

Documents that are not invoices, such as reminders and debt collection letters, are not filtered out solely because of their document type. Documents that can be interpreted are made available according to the ordinary handling for that type. PDFs or scanned documents with poor source quality may be placed in quarantine.

8. Did the invoice go to the wrong recipient?

Check the Receiving party ID, direction and status in the transaction log. If the wrong recipient was used, follow the article on invoices sent to the wrong recipient before sending anything again.

If the message never reached Qvalia

If the row is missing entirely from the organizational logs, these are the documented causes:

• The invoice was sent as a PDF email instead of an e-invoice. There is then no Peppol transaction to find. Ask the sender which address it went to.
• The email went to the wrong scanning address. Scanning addresses take the form se @qvaliainvoices.com and there is one per legal entity. If the address has not been configured, the email bounces.
• Forwarding from your own mailbox is being blocked. This is the most common cause when only the forwarded emails disappear. The standard check is: send an invoice directly to the scanning address, then forward that same email to help@qvalia.com so Qvalia can compare the two.

If it still does not work

• Check once more: that you searched the transaction log by both invoice number and status Error, that the invoice is not in quarantine and that the correct channel and recipient were used.
• Have this ready when you contact support: the invoice number, the date and time the invoice was sent, the organization numbers or Peppol IDs of sender and recipient, the status shown in the log, a screenshot of the log row, plus which channel is used (Peppol, SFTP, API or email scanning) and what went wrong. For a scanning error, state the invoice number and exactly what the scanning got wrong. Those reports are used to improve scanning.
• Contact support: through the support form at the bottom of https://qvalia.com or at help@qvalia.com.