When something goes wrong: who does what
Three parties, one contact
Electronic invoicing involves three parties: you, Cybelia Cloud, and your customer's platform. Knowing who to call saves days.
The dividing line: your data is yours, the plumbing is ours.
| What happens | Who handles it |
|---|---|
| A routing code is missing | You: ask the customer for it. |
| An invoice is refused by the customer | You: it is a commercial matter. |
| An invoice is rejected by the platform | Cybelia Cloud. Report it. |
| A status stops coming back into Cydoo | Cybelia Cloud, often before you call. |
| I don't understand an error message | Cybelia Cloud. That is what we are for. |
| I am setting up a new company | Cybelia Cloud: one more mandate is needed. |
The useful distinction: refused by the customer is a commercial disagreement, settled between you and them. Rejected by the platform is a technical problem, and that one is ours.
Opening a useful ticket
Three things are enough, and they save a round trip:
1. The number of the invoice concerned. 2. What you expected. 3. What you saw instead, error message included.
A screenshot is worth three paragraphs: it often holds the detail that explains everything.
What runs without your asking
Statuses are collected automatically and regularly: there is no button to press to find out where an invoice stands. Issued invoices are retained, and your data is backed up every night.
Want to retrieve your Factur-X files? To load them into an accounting tool, feed your archive, or replace a scan: we make them available on a secure space reserved for you. The file you retrieve is the legal document itself, not a copy. Just tell us who needs access.
In closing
You, us, your customer's platform: knowing who does what saves days. When in doubt, write to us: if the matter is not ours, we will tell you whose it is.
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