Your customer's PDF does not look like yours: the diagnosis, in the order that costs least — transcript

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

This presentation is for the person who owns the answer when a customer, a branch or an auditor says the e-invoice PDF is wrong, missing or late. In about nine minutes you will have four complaints matched to four causes, each with the cheapest check first, a clear line between what you fix and what you ask BigLedger for, and a thirty-second test that proves the whole chain works for one company.

Step 1 — “There is no logo and it doesn’t show our branch”: the built-in template

After this step you will fix the commonest complaint without opening a support ticket. A PDF with no logo, a supplier block in plain text and no branch address was rendered by the built-in template, which is never given those fields. Confirm it in one place: open the company in the Organisation applet, E-Invoice tab, Printable sub-tab, and look for a format against that document type. None there means built-in. The fix is a company format, one JasperReports file for the document type with a priority; ask your BigLedger contact for the sample template rather than starting blank, and remember the logo it draws is the file attached to the company record, so attach one first. Across the estate roughly a third of tenants have a format for the sales invoice; the rest send the plain one, most of them without knowing.

Reference: Printable Formats and Per-Branch Defaults — Step 3: Set the company’s e-Invoice layout

Step 2 — “Our address on it is wrong”: the snapshot

After this step you will not upload a template to fix a data problem. The supplier name, registration number, tax identifier and address on the e-invoice PDF come from the e-invoice header, the snapshot of your company as it was submitted to LHDN, and not from the company record as it is today. So if the address is stale, first check the company record. If the record is already right, the e-invoice was submitted before the correction, and every PDF rendered from that header will show the old address for ever, because that is what LHDN holds. Future e-invoices take the corrected record. What you decide next is an e-invoice question, not a layout one: a cosmetic difference is left alone, while a wrong identity on a Valid e-invoice is corrected through the cancellation and resubmission routes covered elsewhere in these series.

Reference: My E-Invoice Admin Applet — What the built-in template shows, and what it cannot

Step 3 — “The customer never got it”: four checks in order

After this step you will diagnose a missing e-mail in the order that costs least. First, open the To IRB record: is the status Valid? Nothing is sent before it is. Second, read the buyer e-mail on that header, not on the customer record; blank means nothing was ever addressed, and it is blank more often than people expect. Third, the company’s Send Email To Buyer switch. Fourth, and only you cannot check this yourself, whether the company has an e-mail identity set up by BigLedger; the sign is a queue row at retry zero with no error that has outlived several runs, or on some tenants no row and no thread at all. Only after those four does the dashboard’s error column matter, and when it does, the error names a delivery fault: a rejected address, a mailbox that refused, a sender the mail service would not accept.

Reference: My E-Invoice Admin Applet — Troubleshooting

Step 4 — “The queue is stuck”: the frozen window, and what to say

After this step you will describe a stuck queue in words that get it unstuck. If the oldest rows on the Email Dashboard are days old at retry zero with no error and the newest never change, the ten-row window is full of skipped rows and nothing behind them will ever go. Do not wait for the next run; it selects the same ten. Give your BigLedger contact two questions: does the schedule row for the printable e-mail processor exist on your tenant, and is it active, since roughly half the tenants have one; and will they retire the skipped rows, the one-off sweep in the filed finding, so the rows behind can send. If your tenant has never had the schedule row, there is no queue to be stuck and an empty dashboard is normal: the e-mail went inline when the poller saw Valid, or it did not, for one of the four reasons above.

Reference: My E-Invoice Admin Applet — How the queue moves, and how it stops

Step 5 — What success looks like, in thirty seconds

After this step you will have proved the chain end to end for one company. Take any Valid e-invoice for that company. Open Resend Email, add your own address as an additional recipient, and submit. Ignore the toast. Open the Email tab and look for a new content row with a send time; that is the send. Open the attachment stored on it; that is the customer’s copy. Check three things on it: your logo and branch details, which prove the company format is in use; the supplier block, which shows what was declared; and the QR, which should open LHDN’s page for the document when you scan it with your phone. If the row appeared but the mail did not reach you, the fault is between the mail service and your inbox, and the error on the history row will say so. If no row appeared, go back to the four checks.

Reference: My E-Invoice Admin Applet — The three screens

How the steps fit together

    flowchart TD
  s1["Step 1 — 'There is no logo and it doesn't show our branch': the built-in template"]
  s2["Step 2 — 'Our address on it is wrong': the snapshot"]
  s3["Step 3 — 'The customer never got it': four checks in order"]
  s4["Step 4 — 'The queue is stuck': the frozen window, and what to say"]
  s5["Step 5 — What success looks like, in thirty seconds"]
  s1 --> s2
  s2 --> s3
  s3 --> s4
  s4 --> s5
  

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.

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