These FAQs are designed to help ELFS employees investigating issues with invoices that CloudTrade are processing.

This section (Section 2) covers the most common FAQ areas and the information required by the Helpdesk to solve commonly-asked queries. Using these headings will pinpoint the relevant section when there is an issue with an invoice and help us to resolve your queries quickly.

Section 1 provides an overview of various aspects of the services provided to ELFS by CloudTrade.

What information is needed by the Helpdesk?

The following is a useful template for submitting a query to the Helpdesk:

TRUST:

SUPPLIER NAME:

INVOICE NUMBER:

EMAIL SENT FROM:

EMAIL SENT TO:

TRANSACTION ID:

DATE RECEIVED:

QUERY:

The first seven fields are things that will help us to identify the document you are asking about. Naturally, we understand that sometimes you won’t have every bit of information but filling in as many fields as you can will allow us to find your document and solve your problem quickly.

TOP TIP: Please do not send screenshots of your internal system, as it is difficult to extract the invoice data from layouts that we are unfamiliar with.

When will this document be processed?

The length of time a document takes to be processed depends on what method is used:

  • Automatic system – most documents are processed within 30 minutes of receipt. This can take longer if many emails and/or documents are received into the system in around the same time or if a document is transferred to an Intervention queue to manage an exception. Please only contact CloudTrade support if a document has had the ‘in-progress’ status for more than eight hours as this may indicate an issue that needs to be investigated.
  • Mitie – Mitie complete the majority of documents and pass back to CloudTrade within 3 working days, the remaining other documents are generally processed within 5 working days, if there issues with a document it may affect the time it takes to pass through our systems. Please only contact CloudTrade support if they have had a document for more than five working days. If you know that that supplier is set up to go through the automatic system, please raise any issues after 48 hours have passed.
  • CloudTrade Intervention queue – most documents received into CloudTrade’s Intervention queue will be processed within 48 hours of receipt (time of receipt can be view via the ‘Audit’ button). See the ‘Intervention’ section for more details. Please only contact CloudTrade support if a document has been in CloudTrade’s Intervention queue for more 48hrs (based on receipt date/time displayed in the Audit).

TOP TIP:  If this timescale has expired, you may contact us via the helpdesk to see if there is a genuine issue that needs rectifying. Before you do so (and particularly if the document in question is one that is being processed by Mitie), search for the transaction ID and then the invoice number on Portal to check whether the document has been processed or not.

Why is this document not on eFin?

The first thing to do is to find the document on Portal – invoice number or sender email is the best way to do that.

ELFS - Section 2 - Guidance with Helpdesk Queries 1

If the document has an orange exclamation mark next to it, then it has failed for some reason and the information has not been sent to ELFS. See the ‘Reason’ column for more details, for example when the ‘Reason’ column says:

  • Unrecognised/Failed to Map Any Data / Image Document / Unsupported File Type, then the documents are ones that have been sent to Mitie, you can search the transaction ID to see if it has been successfully processed yet.
  • Duplicate, then it has already been successfully processed and sent to eFin previously. You can search the invoice number to see when it was originally processed.

ELFS - Section 2 - Guidance with Helpdesk Queries 2

If the document has a green tick next to it then the document has been processed successfully on our side and your first port of call should be with Advanced as the error is likely to be with their stage of the process.

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. If the document that was submitted was sent in with multiple invoices in one PDF file and is an invoice that was sent to Mitie then it may not have been processed. This includes image documents, as well as suitable PDFs from suppliers that have not yet been set up on our automatic system.

TOP TIP: There is no need to contact the helpdesk in this situation. Search for the Sender Email Address on Portal to see whether your document was sent to Mitie (see “Using Portal – Document Status” for more information regarding how to determine whether this is the case). Please resend the invoices with one invoice per PDF/image file and contact the supplier to ask about a change in their process. Multiple files can be attached to one email.”

A data item has been captured incorrectly/not captured

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)

Automatic System:

If there is an issue with the data captured it often means that the logic we use for this supplier needs adjusting. This may be because the supplier has slightly changed their format or because the original example we used to set up this supplier was missing the item.

Please send a query to the Helpdesk with the following information:

  • TRUST: this is especially important for issues with the capture of the PO number
  • SUPPLIER NAME:
  • EXAMPLE DOCUMENT: either attach the data-rich PDF or provide us with the transaction ID
  • QUERY: tell us what is currently being captured (or not), and what you would like us to capture. E.g. “The order number has not been captured. Please could you capture the number labelled ‘Your Ref:’ as the order number. In this PDF the order number is PX12345”

Mitie (OCR):

TOP TIP: Mitie use Optical Character Recognition (OCR) to capture data from scanned invoices. This means that they use a piece of software to translate an image into text that their software can read. CR software is not 100% accurate, and we often see issues when a “1” is interpreted as an “I”, or an “S” as a “5”. This is an inherent, and widely known, problem with OCR and the reason why we encourage high-volume suppliers to send in data-rich PDFs rather than images or hardcopy. If the data item has been captured incorrectly in this manner, it is not something we can alter, and it will have to be corrected in your system. Please do not contact the helpdesk about this style of issue.

Occasionally, Mitie will capture a value for a data item that appears elsewhere on the invoice, such as capturing the VAT and labelling it as the net amount.  This can be caused by the labels being unclear. If this is the case, let us know the issue through the helpdesk and we can make them aware of the issue. The information we need is the example document or transaction ID, what is currently being captured and what should be captured. Be as clear as possible to ensure we provide Mitie with accurate information.

This invoice has been split into separate pages

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)

Automatic system:

The logic we use for this supplier needs adjusting. 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.

If one of the pages has been processed “successfully”, you will first need to whitelist the invoice number, so it isn’t flagged as a duplicate. Let us know that you’ve done that in your ticket. This will allow us to fix the issue and reprocess the document quickly.

Mitie:

This issue will likely be due to a manual handling error at Mitie. Mitie endeavour to minimise manual errors and we currently work at approximately a 99.9% success rate but unfortunately, due to the manual nature of the process, errors do occur.

Contact us via the helpdesk if you need the document reprocessing, providing us with the transaction ID. Double-check that it hasn’t previously been processed by searching for the invoice number first. If one of the pages has been processed “successfully”, you will first need to whitelist the invoice number, so it isn’t flagged as a duplicate.

Multiple Invoices have been scanned together

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)

Automatic system:

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.

Mitie:

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

Backing Data and Timesheets

If they are a supplier that sends backing data such as timesheets then we need to know what format they send them in so we can write the rules accordingly. The options are as follows and the supplier cannot switch between different formats:

  • invoice and backing data sent in a single PDF; they can attach multiple PDFs to one email
  • an invoice PDF and a separate scanned image backing data sent as two files attached to the same email; they must only send one invoice and its associated backing data in a single email

This Trust is receiving a low volume of invoices

Before contacting us about this, here’s how you can check if this is the case or not using Portal.

For example, say that Trust A usually receives 500 invoices per week.

  • Go to the ‘Filter’ tab on Portal and set the ‘Receiver Email’ to Trust A’s email address
  • Then set the ‘Status’ to ‘Success’ using the drop-down menu
  • Set the ‘Date Processed’ range to the range you are interested in, say, the last week
  • Portal will tell you how many invoices were successfully processed in that date range for that Trust
  • You can then compare that to the expected number

Naturally, if there’s just been a bank holiday or around the end of the month then this could also affect the number of invoices received

Invoices processed to the wrong Trust

This is when an invoice is addressed to Trust A but has been processed to Trust B.

First, you need to find the invoice on Portal. The receiver email will be Trust B’s email, in this case.

If the sender email is the email of the person who originally sent it, then it has gone through the automatic system. They have sent it to the wrong place and will need to be contacted about this and email the document in to the correct place.

If the sender email is ‘processed.by.mitie@cloud-trade.net’, then you need to find the original document (see ‘Has a document been processed by Mitie or automatically?’). If the original email was sent to the wrong Trust, contact the person who sent in and ask them to submit it to the right Trust. If the original email was sent correctly, contact the helpdesk. We need the transaction ID and the name of the correct Trust to be able to contact Mitie and ask them to reprocess it correctly.

If the document was a hardcopy sent to Mitie, then contact the helpdesk. We need the transaction ID and the name of the correct Trust to be able to contact Mitie and ask them to reprocess it correctly. It will either have been a manual error at Mitie or the hardcopy may have been sent in to Mitie in an envelope labelled with the incorrect Trust.

Our system is automatic so most invoices that have been sent incorrectly pass through without being flagged up. This emphasises the importance of ensuring that invoices are sent to the correct email address. A few invoices that have been sent to the wrong Trust are flagged up in intervention and actioned before they reach the Trust. This is the case if the supplier doesn’t transact with the incorrect Trust and so doesn’t have a supplier code. In addition, some of the documents sent in error to UHNM are flagged up due to the PO number requirements.

Invoices processed to the wrong supplier code

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)

Automatic system:

The automatic system set up needs adjusting. This is often caused by subsidiary companies sharing the same VAT number or similar invoice formats. Contact the helpdesk and provide the following:

Supplier name, current supplier code, correct supplier code and an example of their invoices (transaction ID or the actual PDF). If the current supplier code belongs to a valid supplier, then an example of their invoices is useful as well.

Mitie:

This is usually caused by Mitie having incorrect PO data for this supplier or from the supplier occurring multiple times on the vendor list. Check those are up to date and clear. Please only contact the helpdesk if you need a document reprocessing. If you need to update Mitie’s PO data, then this is done on your end.

This document has been flagged as a duplicate, but I can’t find the original on Portal

Portal only keeps records of documents that have been processed within the last three months. If the document has been flagged as a duplicate, then it has previously been processed successfully and the information has been sent to ELFS.

If you need it reprocessing for some reason, whitelist the invoice number and send the document in again.

This Word document isn’t going through the automatic system

Check it has been saved as a .doc or a .docx file. Some files that look like Word documents are saved as .odt files which our system can’t read or recognise as an attachment (so it won’t be sent to Mitie either).

Resave the file as .doc or .docx and resubmit it.

How to use the upload form

This method is only to be used for urgent payments.

Only send the upload form and any backing data associated with the invoice. If you attach a data-rich PDF, then the automatic system will try to read the PDF and you may get an email alert back if it’s a duplicate.

Only send one upload form per email.

Make sure all the necessary fields are filled in and that the totals are correct and add up. Otherwise the document will end up in intervention and be rejected there.

TOP TIP: This method shouldn’t be used to submit duplicate invoices. If you need to resubmit a previously successful invoice, the whitelist should be used.

Locked Account/Reset password

If you are locked out of your account, please email the helpdesk from the email associated with your account. e.g. Alice.Smith can only get her own account unlocked, she can’t ask for Bob.Jones’ account to be unlocked.

You can reset your password yourself by using the ‘Forgotten Password’ link on the login page. The process is comparable to how most websites reset passwords. Please do not contact the helpdesk for this.

New Portal or Intervention User

Please contact the helpdesk with the following information:

  • EMAIL ADDRESS: the email address of the person requiring access
  • REQUIREMENT: Do they need access to Portal or Intervention or both?