The statuses for sent documents in the EBA DMS are asynchronous. This means that they are refreshed with a delay.
The delay depends on the specific protocol (EBA Exchange, banks and UJP, email, etc.) and the frequency of the Send/Receive function on both your and the recipient’s side.
- When the Send/Receive function is triggered, documents who are in status “For shipping” are sent from the EBA DMS.
- The next time Send/Receive is triggered, the software receives return statuses for the sent documents.
It only receives them if either the intermediary (e.g. EBA agency, bank) or the addressee has sent a return status for the forwarded document (this is done automatically).
Reverse statuses are not sent when Send/Receive is not running on the addressee’s side.
- The status for the sent document is thus refreshed only after a few hours.
To see current status in document list, enable Status column in Column settings.
Meaning of statuses for sent documents from various exchange protocols in EBA DMS:
Sent – Document has been sent. The application has not yet received any return status for the sent document.
The document has been sent from our EBA DMS to the protocol address (recipient address), but there is no response from receiver yet.
Delivered to the recipients mailbox – the software has received a reply from the receiver’s server.
Our EBA DMS has received a status back from the recipients server that the document has been delivered to the recipients mailbox and is waiting for the client to collect it from the server (or mailbox).
Recipient received – reply from the recipient side.
Delivery of the document to the recipient has been successful and confirmed. This status is meaningful.
The client’s excuse: “we have not received your invoice” is not true here. The invoice is definitely with them and they must check where email is.
Error at sending – there was an error while sending the document. This means that issue is on your side and that you must take action in order to successfully send the document.
At this status please set column “Protocol Address” and “Protocol Error” in documents list to reveal the error.
Usually first step is to check Protocol Address whether it was miss-typed or is missing at all. Check your internet connection also.
Document could not be delivered – there was an error after the document was sent.
This means that you have sent the document but it has not reached the recipient. Please contact the recipient as the recipient must now check its system/server/mail client – means that the issue is on receiver’s side.
Rejected by recipient – the addressee has successfully received our invoice and rejected it with a letter.
Set columns in the EBA DMS
Users who are responsible for sending outgoing documents directly from the EBA DMS should enable the following columns in the document list: Status, Protocol, Protocol Address and Protocol Error.
In this way it is possible to see what is happening with the delivery from the list without opening the document.
Meaning of the data in columns:
Status – shows the status of the (non-)delivery. Undelivered documents are usually highlighted in red in EBA DMS. This does not tell the reason why the document has not been delivered
Protocol – shows by which protocol the document will be sent.
Protocol address – shows to which address we will send the document to the recipient.
In the case of sending via email, the protocol address is the recipient’s email address.
In case of sending via bank, the protocol address is the IBAN of the recipient, etc.
Protocol error – if the Status field shows that the document has not been delivered or has not even been sent, the reason for this is indicated in this field. The reason may be of a substantive or technical nature.
Example 1: The UJP system has content controls for invoices transmitted via the UJP. If some mandatory invoice information is missing (e.g. invoice number) the UJP server reports a content error, which is displayed by the EBA DMS in the Protocol Error field. The content error is always resolved by the user. E.g. by entering the missing account number.
Example 2: A user wants to send an e-document and the Internet is down. He will not be able to send the document. The reason is technical. The problem is solved by the Internet provider.
Example 3: A user wants to send an e-document but cannot because of an error in the EBA DMS. The reason is technical. The problem is solved by the user with his EBA DMS administrator.