When a buyer rejects — transcript

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 you run the books at GadgetSphere and a customer, not a colleague, is the one who says an e-invoice is wrong. In about ten minutes you will learn that a buyer has two ways to reject a validated e-invoice, that only one of them ever reaches BigLedger, how to process the one that does, and what to do about the one that does not. You will also learn what to tell a shopper who wants their own e-invoice for a receipt that has already been consolidated.

Step 1 — Know the buyer’s window

After this step you can explain to a customer what they can and cannot do. From the moment the Inland Revenue Board, LHDN, validates an e-invoice, two clocks run together. You, the supplier, have 72 hours to cancel it. Your buyer has the same 72 hours to reject it. After that, neither is possible, and the only correction for either side is a credit note. So when GadgetSphere’s corporate customer calls on the morning after validation to say the laptop invoice is for ten machines rather than eight, they are inside their window and so are you. Either way the move that counts is yours: nothing a buyer does cancels an e-invoice on its own. The customer who calls a fortnight later is outside both windows, however clear the mistake, and what they will get is a credit note. Being able to say that calmly, with the validation time on the screen, is most of this lesson.

Reference: What Malaysia Requires: E-Invoicing Explained — What happens after you submit

Step 2 — Recognise a rejection raised through the customer portal

After this step you know where a buyer’s rejection lands when it comes through BigLedger. A customer who has been given access to the My E-Invoice Portal Applet signs in, picks the account they act for, and sees the e-invoices issued to it. On a Valid one, while fewer than 72 hours have passed, they can use Request for Rejection, give a reason, and see the hours left in the window. The portal never calls LHDN itself. What it writes is a rejection request in your Cancellation, then Rejection Requests list, at requested and in progress, exactly where your own requests land. The reason the buyer typed is what will be sent to LHDN as the cancellation reason, so read it. If the buyer tries a second time, the portal tells them a request already exists. From here it is your request to approve, or not, and nothing moves until you do.

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

Step 3 — Read what the buyer chose, and change it if you must

After this step the request carries the decision you want, not merely the one the buyer picked. The portal lets the buyer choose what happens after the cancel, from three options: regenerate a new e-invoice, void the original document, or create a new reversal document. It does not offer cancel for edit and resubmit. That matters most in one case. If the e-invoice the buyer is rejecting is consolidated, none of the portal’s three choices works, and one does real harm: regenerate new e-invoice cancels at LHDN first and only then fails to rebuild, so a month of receipts stops being reported. The only choice that works is the one the portal does not have. So open the request in the admin applet, read the buyer’s reason and their chosen logic, and set the logic you actually want; for a consolidated e-invoice that is cancel for edit and resubmit. The approval status is yours to set too.

Reference: MY E-Invoice Portal Applet — Document behaviour settings

Step 4 — Approve and process it as you would your own

After this step the buyer’s rejection has reached LHDN, or you know why it has not. The rest is the previous lesson. Set the approval status to Approved, confirm the processing logic, and use Process Request; BigLedger builds a Cancellation Queue row and calls LHDN there and then. Before the call it re-checks the same three things it always checks: the e-invoice is Valid, it carries an LHDN document reference, and fewer than 72 hours have passed since the validation time on the record. One trap is specific to the portal. The hours-remaining figure the buyer saw was calculated in their browser, and it can run later than the real cutoff, because the record’s validation time is held in universal time. The backend clock is the rule. If the Request Error reads Passed 72 hours from validation date time, the buyer’s countdown was optimistic, and the route is a credit note.

Reference: My E-Invoice Admin Applet — 6. Cancellation (Rejection Requests → Cancellation Queue)

Step 5 — Act on a rejection made on the MyInvois portal

After this step you will not wait for something that never arrives. A buyer can also reject your e-invoice directly on LHDN’s MyInvois portal, and that rejection does not come back into BigLedger. There is no inbound queue for it and no notification path; a queue for exactly this was specified and never built. Nothing in your queues, listings or reports changes. The e-invoice keeps reading Valid on To IRB E-Invoice however many times you refresh. So if a customer tells you they have rejected one of your e-invoices, do not look for it here. Open the MyInvois portal yourself, find the document, and then act on it in BigLedger: cancel it inside 72 hours through the request route, or raise a credit note after. And tell your regular corporate customers to use the customer portal instead, because a rejection raised there is the only kind that reaches you.

Reference: Cancelling and Correcting a Validated E-Invoice — What we cannot see for you

Step 6 — Know what a rejection does at LHDN, which is less than people expect

This step is the rule book rather than BigLedger, and it settles the question customers ask. Under LHDN’s e-Invoice Guideline a buyer’s rejection is a request and nothing more. LHDN records it and notifies you; the e-invoice itself carries on reading Valid at LHDN, exactly as it does on your screen. Only your own cancellation, inside the same seventy-two hours, takes it out. Decline, or simply let the window shut, and the e-invoice stands as a validated tax record and the correction becomes a credit, debit or refund note — which is why Step 1 said the move that counts is yours. That is LHDN’s rule and not a BigLedger behaviour. It is paragraph two point three point six of the e-Invoice Guideline, version four point six of seven December twenty twenty-five, and the page that records that version shows you how to see whether LHDN has moved on.

Reference: Which LHDN Guideline Version This Wiki Cites — The rules this wiki states, and where each one sits

Reference: What Malaysia Requires: E-Invoicing Explained — What happens after you submit

Step 7 — Answer a shopper whose receipt has already been consolidated

After this step you can answer the most common portal request that is not a rejection. A shopper who bought a laptop last month comes back wanting their own e-invoice, with their tax number on it. The portal lets a buyer find a receipt and supply their details, but only while that receipt is still waiting in a pool. If the month’s consolidation has already run, the receipt is inside a validated consolidated e-invoice, and it cannot be re-issued individually. The portal search finds nothing, and no button pulls one receipt out of a consolidated document. The honest answer is the same two routes as everything else in this course: if the consolidated e-invoice is still inside its 72 hours, cancel it and re-report with that receipt taken out, a support request, so ask before you promise; otherwise a credit note. Ask at the till, before the run, is the lesson to pass on.

Reference: MY E-Invoice Portal Applet — Troubleshooting

How the steps fit together

    flowchart TD
  s1["Step 1 — Know the buyer's window"]
  s2["Step 2 — Recognise a rejection raised through the customer portal"]
  s3["Step 3 — Read what the buyer chose, and change it if you must"]
  s4["Step 4 — Approve and process it as you would your own"]
  s5["Step 5 — Act on a rejection made on the MyInvois portal"]
  s6["Step 6 — Know what a rejection does at LHDN, which is less than people expect"]
  s7["Step 7 — Answer a shopper whose receipt has already been consolidated"]
  s1 --> s2
  s2 --> s3
  s3 --> s4
  s4 --> s5
  s5 --> s6
  s6 --> s7
  

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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