Has the document been processed by the automatic system or by Mitie? (See the section titled ‘Has a document been processed by Mitie or automatically?’ for how to answer this question)
The logic we use for this supplier needs adjusting. This will likely be due to a change in the way the supplier sends backing data (see the section below, titled ‘Backing Data and Timesheets’ for more information about backing data options) or because when we originally set the supplier up we didn’t have an example of multiple invoices in one PDF.
TOP TIP: Before contacting us, please search the invoice numbers of all invoices in the document. If you need them reprocessing and they have already been processed “successfully” then the invoice numbers will have to be whitelisted first, so they are not flagged as duplicates.
Let us know through the helpdesk. Provide us with the transaction ID or the original PDF that was sent, if you have access to it. To ensure that we’ve got the correct invoice, identifying details such as the supplier and invoice number are also needed.
At ELFS’s request, as of January 2019, Mitie will no longer split up any documents that they receive by email, instead they will only process the first document in the file and send the complete file through. This applies both to image documents and to suitable PDFs from suppliers that have not yet been set up on our automatic system.
To avoid this situation happening for future invoices, the supplier should be contacted by ELFS and asked to send in one invoice per PDF/image file. They can attach multiple files to one email.
TOP TIP: If you need one of the non-processed invoices on the system sooner, you can use the method in the “Using Portal – Has a document been processed by Mitie or automatically?” section of these FAQs to find the original document on Portal. This will allow you to split the file into its individual invoices and send them in for processing. There is no need to contact the helpdesk in this situation