Send, resend and download electronic invoices - the customer didn't get the invoice

Applies to Invu POS 6.10.6 on registers with electronic invoicing, and to the Admin Panel. Labels are shown as they appear when the POS or the panel is in English. Ticket texts are printed in Spanish. The examples are from Panama.

Key points:

• From the POS you can email the invoice to the customer when you take payment, or later with Send Email on a closed order.
• The email comes from Invu with the subject "Receipt order #" and the order number. If it doesn't arrive, check the address you typed and the spam folder.
• An invoice without a CUFE or QR code was not issued. Retry it before sending it.
• The official PDF and XML are downloaded from your invoicing provider's (PAC) portal, not from the Invu panel.

1. Send the invoice when taking payment

If Activate Close Order Screen is on for your business, a Payment complete screen appears after payment with three buttons:

• Done: closes without printing or sending anything.
• Print: prints the ticket.
• Send Email: asks for the email address, already filled in if the order has a customer with an email. Fix it if needed and confirm. The ticket is not printed in this case.

The option is in the panel under Settings > System > Settings, Services section. If it is off, the POS only asks whether to print the ticket. You can send the email later (section 2).

2. Resend the invoice for a closed order

1. Find the order in the Closed tab. That tab shows the last 5 days. For older orders, tap the magnifying glass and use Search by order number or Orders lookup.
2. Open the order and tap the Invu logo in its top bar. Options opens.
3. Tap Send Email. If the order is split, choose the account.
4. Type or correct the email address and confirm.

What gets sent:

• If the order has an invoice: the POS retrieves the same invoice (it doesn't create a new one) and sends the receipt with the CUFE and the QR code.
• If the order has no invoice (red dot): a link to the order is sent to the assigned customer's email, not the electronic invoice. If the order has no customer with an email, you see "Customer and email is required". Retry the invoice first: see "Mi factura electrónica quedó pendiente o fue rechazada - cómo reintentarla y corregirla".

To print another copy, tap Reprint in Options. It may ask for the PIN of an employee with permission.

3. The customer didn't get the invoice

Check in this order:

1. The email address was correct. Resend it with Send Email and check the address before confirming.
2. The invoice was issued. The order must show #Fact and a number, not the red dot. A ticket that says Pendiente envio a la DGI is not an issued invoice.
3. Spam or junk folder. The subject is "Receipt order #" followed by the order number, and the sender shows your business name.
4. There was internet when sending. The email is sent from Invu's server. If the POS shows an error when sending, check the connection and try again.

Invu also passes the customer's email to your PAC along with the invoice. Some PACs send the customer their own email; that depends on the PAC.

4. Download the PDF or XML and look up issued invoices

• PAC portal: this is where the official invoices are, with their PDF and XML. Log in with the access your PAC gave you when electronic invoicing was activated. See "Invu POS como Enlace a Facturación Electrónica". Invu does not store the XML.
• DGI lookup: the Panama ticket includes the CUFE and the text "Consulte por la clave de acceso en" with the address of the DGI lookup page. The customer can also scan the QR code.
• Admin Panel: under Reports > Reports 2.1 > Closed Orders you see each order with its Invoice number, and the Actions column has Detail and Ticket. It helps you find the order and its number, but it doesn't replace the PAC's official PDF.
• POS: you can reprint or resend the receipt from the closed order (section 2).

5. Invoice without a QR code, or the QR shows no data

• The ticket printed without a QR code or CUFE: the invoice was not issued (it is pending or was rejected), or the order wasn't invoiced, for example a courtesy with a total of 0. If the order has the red dot, retry the invoice. Once it is issued, reprint or resend it.
• The QR opens the DGI page but shows no data: on consumer invoices the ticket says "CAFE de emisión previa, transmisión para la DIRECCIÓN GENERAL DE INGRESOS hasta" followed by the next day's date at 23:59:59. Until then the DGI may not show it yet. See "My Invu sales don't match the DGI or electronic invoicing - how to check".
• The QR won't scan: reprint the ticket. If the printer prints it cut off or faded, check the paper and the print head.

Other countries

Email sending and Reprint work the same. What changes is the tax authority and the data on the ticket (CUFE, CAE, control number, etc.). The PDF and XML are downloaded from your invoicing provider's portal.

When to contact support

Write to us if the invoice is issued and the email is correct but it doesn't arrive, or if sending gives an error. Send:

• the order number and the branch;
• the email address it was sent to and the time;
• a photo of the ticket (CUFE and QR) or of the error message.