E-invoice did not arrive to my customer – tips and help on e-invoice problems

Sometimes there are situations when an electronic invoice does not reach the recipient for some reason. In these situations, the best solution is to first contact the recipient of the invoice, as they should look for a possible problem in receiving the e-invoice with their own e-invoicing service.

We have compiled instructions on how to examine the lost e-invoice to solve possible problems. These instructions will help the recipient of the invoice to find out why the e-invoice did not arrive. You can provide these instructions to the recipient of the invoice.

Instructions in case of e-invoice problems for the invoice recipient

An electronic invoice may get stuck in error mode in the e-invoice’s intermediator service or it may be rejected in certain situations. You can find out the possible error or the reason for rejection by contacting your own e-invoice intermediator. We compiled a few typical situations below where the e-invoice cannot find the right address.

1. The e-invoice address has not been added to the public e-invoice address service

Check if the current e-invoice address has been added to the public e-invoice address service. If it is not found in the address service, then the e-invoice intermediator must be asked to add the address to the public e-invoice service. The OP Light Entrepreneur service cannot send an e-invoice to an encrypted e-invoice address so it must be public.

2. Changes in e-invoice address

If the recipient's e-invoice address has changed, then you must ensure that the updated e-invoice address is in the public e-invoice address service.

3. E-invoice address is for receiving e-invoices only

Some e-invoice addresses are created for sending invoices only. If you wish to receive OP Light Entrepreneur invoices as e-invoices, you must contact your e-invoice intermediator.

Please contact the customer and ask to find out if it is one of these situations. When you receive an answer, you can contact us in the customer service chat.

E-invoice can also be received as a letter or in OmaPosti

An e-invoice is sent as a letter instead of an e-invoice if there is some error or incomplete information in receiving the e-invoice. The e-invoice intermediator makes the decision to change the delivery method if the e-invoice cannot be delivered.

The e-invoice intermediator can also change the delivery method into an electronic letter to OmaPosti if the recipient of the invoice has chosen to receive the e-invoice to OmaPosti from the delivery options.

If the recipient of the invoice wants the invoices as e-invoices instead of letters, the recipient must make sure that their e-invoice address:

• is up to date
• can receive e-invoices
• is publicly available

If there is a problem you can contact the recipient of the invoice and ask them to find out if it is one of the situations mentioned above. We are also happy to help in the customer service chat in order to solve the problem.