My e-invoice hasn’t been delivered. Why?

First, check whether the invoice was successfully sent from Zervant. Select the invoice under the tab >Invoices and check >History on the right side of the screen. 

To help you understand the e-invoices sending route better, this picture shows all the stages your invoice takes before it reaches your customer:

The usual reasons why your e-invoice delivery fails:

1. E-invoice address

Please ensure your customer's e-invoice address is correct and that you have chosen the correct format of the e-invoice address in your customer's information under the tab >Customers



2. IBAN and Swift code

Please check under >My account >Payment methods that there are no blank spaces, particularly at the end of the entries. Remember to also ensure that the first two letters of the IBAN are in capitals. Make the changes if needed and save. Then modify the invoice (select the invoice, click >Edit) and resend it.


3. Character length

Currently, your customer's company name is limited to 60 characters in length. If the limit is exceeded, the e-invoice delivery will fail since operators do not accept company names over 60 characters in the company name field. We are negotiating with different partners to improve this so that longer company names will not affect e-invoicing in the future.


4. An undefined reason from your customer's e-invoicing operator

Please follow the instructions of your customer very carefully. For example, check that you have all the information that was requested on the invoice.


5. Routing

The different stages in the journey of the e-invoice require routing to be open between the operator and software. Routing means a set of rules, e.g., the format of the e-invoice that is accepted by all parties to finally deliver the e-invoice to the invoicing software that your customer uses. Our e-invoicing partner Basware is constantly opening new e-invoice delivery routes to increase the number of e-invoicing operators that are supported by Zervant. However, opening these new channels takes time, therefore, if your invoice delivery is urgent, we recommend using a different method of invoice delivery (e.g., via email or post). 

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