Let your customers key their own details — transcript

Presentation 6 of 6 in Get your customers ready for e-invoice · about 12 minutes · for the whole-system operator — you run the books.

Play this as a presentation — one slide per step, with the same narration. Every word of every step is on this page.

This lesson is for you if chasing customers for tax numbers has become somebody’s job. It does not have to be. A customer with a login can find their own receipt, key their own identity and address, have the tax number checked against the Inland Revenue Board — LHDN — while they are still on the screen, and have an individual e-invoice built at once, ready for your ordinary submission run. About twelve minutes, and the last two steps cover what it cannot do.

Step 1 — Understand what changes when the buyer keys it

After this step you will see why this is worth setting up for a twenty-two branch retailer. Today somebody in your office telephones a customer, writes their tax number on a note, and types it into a record. Through the portal the customer signs in, picks the account they act for, finds their own receipt and types the details themselves. Two things then happen that matter to you. Their identity and address are written onto your customer record, so the next sale to them is right as well, and the receipt is processed on the spot, with no approval from you: an individual e-invoice is built in their name and queued. What does not happen is submission: the portal never calls the board. The e-invoice still goes out from your side, on your ordinary submission run.

Reference: MY E-Invoice Portal Applet — Overview

Step 2 — Give the customer a way in

After this step a customer can actually sign in and see something. Access is not a username you hand out; it is a login linked to that customer’s own entity record, and the portal’s account picker is built from that link. A login with no linked entity signs in successfully and sees nothing at all — and because the sign-in itself worked, that is the one people report as a broken portal rather than a missing link. Invite them from the customer’s Login tab, which can install the applets they need as part of the invite. For a corporate buyer with several sites, remember that one login can be linked to more than one account, and the account they pick scopes every screen.

Reference: Customer Maintenance — Edit customer

Step 3 — Make sure they can find the receipt

After this step your customers will stop telling you the portal cannot find their purchase. The portal looks in one place only: receipts waiting in the Batch Pool and dated from the first of this month. Your customer searches on the invoice number together with the amount and the transaction date, and all three have to match the receipt exactly. There is a second tab, Search By Pin, and it does not work: the PIN typed there is never sent, so tell customers to use the date and amount. When nothing is found, the usual reasons are that the receipt is from last month, that it was moved to the Individual or Single General pool, that it was skipped or is still in the posting queue, or that a value does not match. Last month’s receipt, or one in another pool, is your staff’s job in the admin applet.

Screen: the portal’s Request E-Invoice panel on its Search By Date Amount tab, with the invoice number, amount and transaction date fields

Reference: MY E-Invoice Portal Applet — Before you can use it

Step 4 — Know what they fill in, and what gets checked

After this step you will be able to write the two-line instruction you send them. The form asks for a name, a tax number, an identity number, a contact number and an address, and it is strict about which of those are required, so they will not get past it half-filled. The part worth telling them about is the one real check on the screen. Verify asks the board whether that tax number and that identity number belong together. Submit does not wait for it, though, so the instruction is to press Verify first and read the answer under the tax number before submitting. Then a mismatched pair is caught while your customer is still sitting there to correct it, rather than three weeks later on a document neither of you is looking at.

Reference: MY E-Invoice Portal Applet — Fields

Step 5 — Know where it lands and what is still yours to do

After this step you will not lose a request between two applets. Submitting runs two things in order. First the identity and address are written onto the customer’s record, and that address replaces every address saved there, so a delivery address may need re-entering. Then the request is checked, and an accepted one runs at once, with no approval: the details are copied onto the sale, and an individual e-invoice is built and queued. Every request is listed under Internal Submission, on Portal Request, as success or failed. Read it as a habit, because nothing tells you a request arrived, and a failed one has built nothing: until somebody fixes the reason on its pool row, that sale is in no e-invoice at all. If a customer will not use the portal, Customer Invitations on your own side keys the same details for them and sends the receipt through the same way.

Reference: MY E-Invoice Portal Applet — Lifecycle and effects

Step 6 — Know the three times it cannot help

After this step you will know when to stop pointing customers at the portal. First, a receipt already inside a submitted consolidated e-invoice stays there: it is not re-issued individually, and nobody can lift one receipt out: cancelling would cancel the whole document, and its receipts would not go back to the pool. Do not cancel it for one buyer; hand the question to whoever handles your tax. Second, the portal reaches only this month’s receipts, so a buyer who waits until next month has to come through your staff. Third, a buyer whose tax number and identity do not agree with the board’s record fails Verify however many times they retype it. And there is nothing to configure in the portal itself: its own settings screens save nothing, so do not spend an afternoon on them.

Reference: MY E-Invoice Portal Applet — Troubleshooting

How the steps fit together

    flowchart TD
  s1["Step 1 — Understand what changes when the buyer keys it"]
  s2["Step 2 — Give the customer a way in"]
  s3["Step 3 — Make sure they can find the receipt"]
  s4["Step 4 — Know what they fill in, and what gets checked"]
  s5["Step 5 — Know where it lands and what is still yours to do"]
  s6["Step 6 — Know the three times it cannot help"]
  s1 --> s2
  s2 --> s3
  s3 --> s4
  s4 --> s5
  s5 --> s6

Check yourself

Three to five questions on what you just heard. Every correct answer links to the page that makes it correct, so you can check the source, not just the mark.

1. A customer signs in to the portal successfully and sees no accounts at all. What is wrong? Their login is not linked to a customer entity record, and the account picker is built from that link
Their receipts have all been consolidated already
Their company has not been enabled for e-invoicing

2. Which search finds a receipt in the portal, and where does it look? Invoice number with the PIN printed on the receipt — across every pool and the e-invoices already issued
Invoice number with amount and transaction date — among Batch Pool receipts dated this month
Invoice number alone, or the board's document identifier

3. A buyer fills in the request form and submits it. What has happened to your records? Their identity and address are written onto your customer record, replacing its addresses, and the receipt is processed at once
A new customer record is created for them under their tax number
Nothing until you approve the request in the admin applet

4. A buyer's portal request is accepted. How does the e-invoice reach LHDN? The portal sends it to LHDN as soon as Verify TIN succeeds
It waits on Portal Request until you approve it, then you press Save and Resubmit
It is built and queued at once, with no approval, and goes out on your ordinary submission run; the portal never calls LHDN itself

5. A customer asks for an individual e-invoice for a receipt already inside a submitted consolidated e-invoice. What do you do? Have them request it in the portal like any other receipt
Cancel the consolidated e-invoice within seventy-two hours and re-issue their receipt on its own
Nothing in BigLedger lifts one receipt out, and cancelling would cancel the whole document, so hand the question to whoever handles your tax

Answer key

Their login is not linked to a customer entity record, and the account picker is built from that link — MY E-Invoice Portal Applet — Before you can use it
Invoice number with amount and transaction date — among Batch Pool receipts dated this month — MY E-Invoice Portal Applet — Before you can use it
Their identity and address are written onto your customer record, replacing its addresses, and the receipt is processed at once — MY E-Invoice Portal Applet — Lifecycle and effects
It is built and queued at once, with no approval, and goes out on your ordinary submission run; the portal never calls LHDN itself — MY E-Invoice Portal Applet — Overview
Nothing in BigLedger lifts one receipt out, and cancelling would cancel the whole document, so hand the question to whoever handles your tax — MY E-Invoice Portal Applet — Troubleshooting

This is a self-check. Your answers are marked in your browser and stay there — nothing is sent anywhere, nothing is recorded, and the marking is readable in the page source, so it is not a credential. Open the answer key at any time.

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Last updated on October 26, 2026

Let your customers key their own details When the obligation is yours, not your supplier's