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. Character length

Your customer's company name:
Your customer's company name is limited to 80 characters in length. This limit is based on common standards for the XML-file* fields, which all operators comply with. 
If the character limit is exceeded when the operator checks the XML-file, the operator rejects the invoice delivery. 

* the XML-file is the machine-readable version of the invoice

Message field:
In e-invoicing, the character limit for the message field is 1024.
If the limit is exceeded, the operator will reject the invoice and the delivery will fail. 

3. 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.


4. 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. 

5. Attachments are in incorrect format

Only PDF format is supported for attachments in e-invoicing.

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