What does transaction monitoring mean?
The delivery of your business documents is continuously being monitored by a dedicated team. In case of an irregularity in the transmission of your documents, you will be informed. There are 2 ways:
1) Automatic notification: you will receive an automatic email triggered by our systems within 24 hours after we received the message.
2) Manual notification: our dedicated Monitoring team will analyze the cause of the delivery failure and inform you within a maximum of 5 business days, on average you can expect to be informed within 2-3 business days. In case of incorrect message content or structure, we will provide details on how to resolve the issue.
To check the status of your messages yourself can use our 'Track & Trace' inside the document center of your account, to search for audit or message numbers.
Below you can find a list of common errors and other message statuses, first errors with automatic notification and second errors with manual notification.
Please be aware that Basware offers custom made and standard solutions. This list can deviate according to specifications to your set-up which were requested or technically required.
Regardless, this list contains the most common errors statuses and can help you to understand what actions you could take.
Translate, pre- and post-process error.
This usually means something in the content of the message was unacceptable, this could be information, structure wise or unexpected input. (Conditions are determined by the used format and setup mapping). If subscribed to the automatic notifications, messages will be updated to status 'Auto Rejected'), which will also generate an e-mail.
More info here
A message was either updated to Auto Rejected by subscription to the above service (in that case an automatic e-mail has been generated), but can be without automatic mail-notitification, when the setup was configured in such a way.
Something (mandatory fields/data/structure) in the content of the message was missing, or the content is unacceptable (conditions determined by the legal checks for e-invoices). If a valid mailaddress is provided to our service, an automatic email will be sent to inform you of the error, with a short description, based on our standard xml format.
More info here
Subscriptions are automatically activated
Your message was automatically rejected because it could not be delivered to a receiver using a portal solution (Bizmail Oneway or myBasware). The reason is that no account can be found or the account is not enabled to receive messages from you). The csv file attached in the mail contains the receiver ID (for example a VAT number). Please verify this number in your database/back-end system and with the active optin list received from BaswareONE.
More info here
Subscriptions are automatically activated.
Routing errors - bizconnect/ftp/http
Subscriptions are configured in bizconnect client , installed at customer side. Details here
When an audit has the status 'Rejected', this is a manual status update, which is initiated by our Support team, and an email will be sent to the mail address you have provided us.
This error occurs when the end receiver of the message, after processing and forwarding by Basware, cannot be reached. His connection could have timed out or the message could have been refused.
Something could be wrong with the configuration of the receiver.
If you haven’t received feedback from our monitoring team yet and quick delivery is business critical, please contact us by clicking on the "Contact Support" button displayed on the page.
This specific error only happens, when bundling is setup.
One of the messages in the bundle had an unacceptable content and was refused. Bundling for this message has thus failed. You can contact us by clicking on the "Contact Support" button displayed on the page to determine the cause of error.
On rare occasions, the connection is cut at the exact moment the message being offered to the receiver, and accepted. In most cases a request for reprocessing can fix this issue.
Picked up by customer Care
This is a temporary status and will result in a 'Rejected' or 'Auto Rejected' status. All errors, even the ones not explained here, are continuously being monitored by our services.
These are usually logged within 24 hours by our own service, after which you will receive an email and the status of the message will be changed to 'Picked up by customer care'.
General routing error
If you see an error with manual notification and haven’t received feedback from our monitoring team yet but quick delivery is business critical, you can contact Basware Support to speed up the investigation.
Unique message identifier used to track a message on BaswareONE
File used to make the translation from one format to another
Your technical connection to the BaswareONE platform (inbound & outbound network)
Online view on your messages on our system, via your BaswareOne account.