An invoice or Peppol send went wrong: how to fix it

Find the invoice's status first and you will know where it is stuck. Below are the messages as PeppolKit shows them and what to do about each.

Start free How it works

Where do you see the status?

• WooCommerce: the PeppolKit box in the order and the table Latest invoices under PeppolKit → Overview.
• PrestaShop: the PeppolKit block in the side column of the order.
• Dashboard: under Invoices, with the filter Attention. Click an invoice for the details.

The Peppol status is one of: Waiting to send, Sent, Delivered, Failed, Customer not on Peppol (e-mailed) or Not needed (consumer). In the dashboard it starts with "Peppol:", for example "Peppol: waiting", and "Not on Peppol" marks customers who aren't on Peppol. Some messages appear in Dutch, even if you use another language.

The invoice is missing

• Order status. WooCommerce creates the invoice at Processing or Completed, PrestaShop at a status marked as paid. On a temporary network or server error, the WooCommerce plugin tries again after ten minutes. If the order notes say "PeppolKit: invoice not created", the reason is in that note.
• Waiting orders. If you read "Waiting for an invoice: invoice limit reached or company details missing", the order can't get an invoice yet. The free plan stops at 10 invoices a month; a paid plan keeps invoicing. Complete your company details or choose a bigger plan, then click Create invoices now (PrestaShop: Create waiting invoices now). After you save your settings, WooCommerce restarts waiting orders by itself.
• PrestaShop without an invoice. On the order, click Create invoice now.
• bol.com. PeppolKit checks every ten minutes. Shipments from before you connected get no invoice unless a customer requests one.

Peppol is waiting or failed

• Waiting to send. Open the invoice in the dashboard: the reason is shown underneath. Possible reasons: Peppol isn't activated yet, your Peppyrus account isn't connected yet, or the identity check isn't finished. On the free plan, connect Peppyrus. If the maximum for extra Peppol sends is reached, the invoice and e-mail are already out and Peppol continues next month, or you raise the maximum under Subscription.
• Sent. The invoice is on its way and waits for delivery confirmation. For Peppyrus, the dashboard updates the status when you open the invoice.
• Failed. If you read "The invoice doesn't meet the Peppol rules", look at the e-invoicing rules check on the invoice. If it was a temporary glitch, try again.

The customer is not on Peppol

With Customer not on Peppol (e-mailed), the invoice went out by e-mail as a PDF with the UBL file. PeppolKit derives the Peppol address from the VAT number. Ask your customer for their Peppol ID and check it with the Peppol check; see also find a Peppol ID. Once your customer is registered, click Send over Peppol now in the dashboard.

Wrong VAT number

PeppolKit checks the number in VIES. If the invoice shows a warning such as "VAT number ... is not valid according to VIES; VAT was charged" or "VIES was unreachable", VAT was charged and the invoice is marked Attention. You can't edit an existing invoice yourself: e-mail support@peppolkit.com with the invoice number.

Resend

• E-mail: Resend e-mail in the box on the order, or Email again to ... on the invoice in the dashboard.
• Peppol: Send via Peppol / retry (WooCommerce), Send over Peppol (PrestaShop) or Send over Peppol now (dashboard). In the boxes the button only appears for waiting or failed.

Still stuck? E-mail support@peppolkit.com; a person replies within one working day.

Frequently asked questions

PeppolKit by platform: Shopify, WooCommerce, PrestaShop, bol.com and Lightspeed (waitlist). See how it works for your webshop.

An explanation for orientation, not tax advice.