My electronic invoice is pending or was rejected - how to retry and fix it

Applies to Invu POS 6.10.1 on iPad, Android and Windows, on registers set up for electronic invoicing. Labels are shown as they appear when the POS is in English.

When you close an order, the sale is charged and closed even if the electronic invoice cannot be issued at that moment (for example, with no internet or because the provider rejected it). The POS does not tell "pending" from "rejected": in both cases the order is left without an invoice number and has to be retried by hand. The POS does not retry by itself when the internet comes back.

1. How to tell an invoice is pending

• A red dot with "!" on the order, in the Closed tab of the main screen. If the order has its invoice, you see #Inv and the number instead.
• On split orders, the account shows Printing Error in red.
• A few seconds after closing, the Order … did not print banner appears.
• The ticket prints with a pending legend instead of the document title. These ticket texts are always in Spanish; in Panama it says Pendiente envio a la DGI (see the table by country).
• To see all of them: tap the Invu logo > System Reports > Close Day Report. The … orders not invoiced card counts closed orders without an invoice (including previous days); tap its icon to see the list.

2. Before retrying

1. Check that the device has internet. Otherwise the retry fails again and prints another pending ticket.
2. Check that the device is on the e-invoicing register. The retry uses the register selected at that moment. If needed, tap the logo and open Select Cash Register.
3. If the rejection may be caused by the customer's data (RUC, DV, NIT, NRC, RFC, tax regime, postal code, customer type), fix it first (section 3).

3. Fix the customer's data

1. Open the order and tap its header. Order Information opens.
2. Under the customer you see Correct current customer. Tap it, fix the data and tap Done. If asked, enter the PIN of an employee allowed to create customers.
3. If the system says a customer with that ID already exists, tap Use customer.

• Correct current customer only appears when the order is closed, has the red dot and has a customer. A customer cannot be added afterwards to an order closed as a walk-in (final consumer).
• The correction is also saved on the customer record for future sales.
• Fixing the customer does not retry the invoice: continue with section 4.

4. Retry the invoice

One at a time:

1. On the order, tap the Invu logo in the top bar. Options opens.
2. Tap Retry Print (no PIN needed). If the order is split, choose the account.
3. Answer the questions that appear for your country (see the table).
4. If it works, Printed successfully appears, the receipt prints and the order shows #Inv with the number.

Several at once: in Close Day Report, tap Retry Print on the orders not invoiced card. Do it with internet: each order that fails prints another pending ticket.

Retrying does not duplicate the invoice. If the document had already been issued, the system retrieves the same number.

Do not use "Add Fiscal Number" for a pending electronic invoice. That option only saves a hand-typed number and does not send the invoice to the tax authority.

5. If the message mentions ranges or folios

• "The consecutive goes out of the established range", a message saying the resolution's maximum range was exceeded, a range "not configured" message, or the folios remaining warning: the new authorized resolution or range must be loaded in the register settings (Admin Panel > Cash Register). If you do not manage that configuration, write to us.
• Panama, folio balance: in the Admin Panel, tap the top-bar icon Folios FE (Facturación Electrónica) (its label is always in Spanish). It shows the balance per RUC, and Comprar lets you buy a package by card. Users with access to Billing can see it. After buying, retry the pending orders.

6. If "Fiscal Error" keeps appearing

With several providers the POS only shows Fiscal Error, without the reason. If you have internet, the right register and the correct customer data, write to us with the order number: support can see the rejection reason in the provider's log and reprocess the invoices.

In Troubleshoot, a green E Invoice row confirms the connection to Invu, but it does not guarantee that the invoicing provider is responding.

Differences by country