Invoice says "accepted" in SPS but the customer did not receive

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  • Problem
  • Updated 2 months ago
SPS shows that our invoice was sent and is "ACCEPTED" by the customer, however the customer tells me that they have NOT received the invoice. I will then even re-submit the invoice and the customer says they do not receive it. Any ideas as to why the invoice is not going through?
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Lindsay Schultz

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Posted 2 months ago

  • 1
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Adam Lund, Employee

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Hello Lindsay!

The "ACCEPTED" status means that your trading partner is returning a data receipt once they receive the document. It is possible that the documents are being routed incorrectly once it enters your trading partners system. I would recommend that you supply your trading partner with the data receipt (also known as a 997), this will allow for them to research on their end. Please reach out to our support team, they can provide you the 997. Please see their information below:

Please feel free to use your Fulfillment Messenger to chat our support team, located in the lower right-hand corner of your screen in Fulfillment, or give us a call at (888) 739-3232, option 1 if you are experiencing any specific issues and we're happy to help walk through it with you!

Thank you for using Support Center!

Adam Lund
SPS Commerce Infinite Retail Power