I have invoices that I show as billed but our customer did not receive them. What do I do to resolve this?

Shelley,

After taking a look at your invoices in question, here is what I have noticed. If you look in your sent folder, most invoices have a "sheet of paper" next to them in the status column. This will designate that everything went successfully and that we received a response from your trading partners system confirming receipt of these documents.  The invoices you provided look more like a bold blue envelope rather than the sheet of paper. This means we never received that confirmation back. Since you are able to confirm that your trading partner does not have record of these invoices, I would recommend re-sending. Here is how you can do this:

1. run a search for your invoice
2. place a check next to it in the box under the status column
3. go to the select an action menu at the bottom of the page
4. choose requeue as an option. This will re-transmit the document.

If you ever see a document in this status for greater than 24 hours I would recommend two actions:

1. Contact your trading partner to determine if they have the document. If they do, perfect, you do not have to do anything else.
2. If they do not have it, follow the steps from above.

If you continue to have issues related to this, I would recommend calling into our support team as you may be experiencing a more unique situation. This team can be reached at 888-739-3232.

Ryan Decker
Customer Support Analyst 1

I tried that, now I will wait and see. Thank you for your help!