Resolve invoice exceptions
An invoice stops in Exception when something about it needs a person. The invoice exceptions agent usually looks first and leaves you a proposal (see Working with agents).
Find them
Section titled “Find them”- Invoices, Exceptions tab, or the red count in the sidebar.
- My work lists the exceptions you can resolve.
- Cases holds each exception that has an owner, an SLA and any conversation with the supplier.
Common exceptions
Section titled “Common exceptions”| Exception | What it means | Usual fix |
|---|---|---|
| Price variance | A unit price differs from the PO beyond your tolerance | Accept if the change was agreed, or ask the supplier to correct |
| Not received | No receipt recorded for the billed quantity | Ask the receiver to record the receipt; the agent can ask for you |
| Over-invoiced | More billed than ordered or received | Ask for a credit, or correct the PO if it was short |
| Duplicate / possible duplicate | Same or similar number, or same total, as another bill | Reject the copy |
| Bank mismatch / recent bank change | The remit-to account differs from the one on file, or changed recently | Treasury verifies by callback before anything is paid |
| Needs coding | A non-PO bill without GL coding | Apply the suggested coding, or code it |
| Tax over- or undercharged | Tax on the bill does not match the rate for the delivery site | Short-paid tax is accrued as use tax; overcharges go back to the supplier |
| Insufficient funds | The budget cannot cover the bill | Budget owner decides under soft control; hard control stops it |
Resolve an exception
Section titled “Resolve an exception”- Open the invoice. Its Overview tab lists open exceptions.
- Choose Resolve beside one and pick how:
- Accept as billed: the difference is fine; pay what the invoice says.
- Corrected: the record or PO was fixed and the invoice now matches.
- Override: pay despite the exception. Needs a strong reason; auditors review overrides.
- Reject invoice: send it back to the supplier; it will not be paid.
- Write a note. Notes are kept on the audit trail and help the agent follow your practice next time.
When the last blocking exception is resolved, the invoice goes on to approval.
Hold and release
Section titled “Hold and release”Choose Hold to stop an invoice from being approved or paid while you look into something, with a reason. Release lets it carry on.
Ask the supplier
Section titled “Ask the supplier”From the exception’s case, send the supplier a message. They see it in the supplier portal with the invoice, and their reply comes back to the case.