What to do when a conversion task is rejected: common reasons, solutions, and how to resubmit.
Sometimes eConnect cannot convert a submitted document into an e-invoice. The conversion task then receives the status "rejected" and you receive an error notification by email with the reason. In most cases you can resolve the issue yourself and resubmit the document.
The following reasons can cause a conversion task to be rejected, with steps on what you can do in each case.
The total amount cannot be determined, or mandatory invoice elements are missing. A valid invoice must contain at minimum an invoice number, invoice date, amounts, and identification details of both the supplier and the buyer.
What can you do? Check whether the invoice is complete and resubmit the document. If data is consistently missing from invoices from a specific supplier, contact that supplier.
The system has recognised the document as something other than an invoice or purchase order. The automatic classification (Detect API) distinguishes between: invoices, proforma invoices, logos, receipts, delivery notes, purchase orders, payslips, reminders, tax documents, terms and conditions, and attachments. Documents not classified as an invoice or purchase order may be rejected.
The classification itself is fully automatic, but the actual rejection of a conversion task is always a manual action by the quality team. A document can therefore be correctly classified as "not an invoice" and then reviewed by the team.
What can you do? This is generally a correct classification. Proforma invoices are rejected by default and cannot be overridden. If you want a proforma invoice to be processed, change the word "proforma" on the PDF to "invoice" yourself before submitting the document. The responsibility for this lies with you as the customer.
If you want to send the document as an attachment to an invoice, send it together with the invoice in the same email. If your invoice is incorrectly classified as a proforma invoice, report this to support so the classification can be improved.
The scan is too light, too dark, blurred, or shows the back of the page. The OCR engine cannot reliably recognise the text.
What can you do? Rescan the document at a minimum of 300 dpi, ensure good contrast, and place it straight on the glass plate.
The PDF has encryption, a digital signature, or other restrictions that prevent the text from being read.
What can you do? Remove the security from the PDF file, or ask the supplier for an unsecured version.
The PDF file contains more than one invoice. eConnect always processes one invoice per file.
What can you do? Split the PDF file so that each invoice is in a separate file. An invoice spanning multiple pages may be in one PDF.
A technical error occurred. The document will automatically be resubmitted within 24 hours on business days.
What can you do? Wait for the automatic reprocessing. If the document has still not been processed after 24 hours, contact support.
A self-billing invoice has been sent to the wrong receiver. As a buyer, submit it as a purchase invoice; as a supplier, as a sales invoice.
What can you do? Resubmit the invoice to the correct email address (purchase or sales).
With ZUGFeRD invoices (hybrid PDF with embedded XML), it can happen that the conversion task shows the status "Successfully processed" but the invoice does not appear in your Inbox. In that case, the IDR recognition succeeded, but the conversion from CII format to UBL failed. The platform can only store valid UBL invoices.
What can you do? Contact support and mention that the conversion task is marked as successful but the invoice is missing. The technical team can adjust the transformation so that similar invoices are processed correctly in the future.
Tip: a ZUGFeRD invoice that scores "green" in external validators may still fail on the eConnect platform. This is because the platform applies stricter requirements (BIS Billing v3 / NLCIUS) than most CII validators.
After resolving the issue, you can resubmit the document by email. Send it to the same email address as the first time. The platform treats it as a new document and starts a new conversion task.
If you believe an invoice has been unjustifiably rejected, you can report this via support.econnect.eu. Include the relevant document with the request for re-review. The eConnect team will review the invoice again and, if necessary, adjust the classification or recognition.
Please note: every correction made by the Quality Control team is fed back as training data to the IDR. This means a similar error will be automatically prevented in the future.
Want to understand how the full conversion process works? Read Conversion task: the process from start to finish.
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