Identify and resolve electronic invoice problems

The issuance and the cancellation of an electronic invoice are done by an automatic communication between OnBalance and the City Hall solution (in the case of invoices for services – NFS-e) or a SEFAZ solution (in the case of invoices for products – NF-e).

During this process, it is possible to have communication failures, failures in the City Hall or SEFAZ solution, or data problems identified by these institutions.

All these situations are treated as an error in OnBalance, which can classify the invoice in one of the following stages.

Status Description
Error The error occurred in the issuance process.
Duplicated RPS You have defined an RPS number already used by your company.
Duplicated NFe You have defined an invoice number and series already used by your company.
Error to Cancel The error occurred in the cancellation process.

You can identify an invoice with these error statuses in the following areas of OnBalance.

  • Sales list screen: You will see a icon in the RPS / Invoice column.
  • Sale screen: You will see the same icon at the top of the screen.
  • Home Page of OnBalance: If there is at least one invoice in one of the error statuses above, you will receive a notification giving you access to a list of those invoices.

The first step to fix an invoice error is analyze the message. To do so, follow these steps.

  • Sales list screen: Click the icon, which will open a window showing the error message.
  • Sale screen: The message is displayed at the top, just after the icon. If it is too long, there will be a See more link that you can expand to see the entire error message.

Next, you need to make one of the following decisions.

Cancel an invoice with an issuance error

If the error is in the issuance process and you want to stop trying to issue the invoice, follow these steps.

  • Open the Sale.
  • Click the Cancel Invoice link at the bottom left of the screen.
  • Confirm the cancellation.

Because the invoice was not issued, there will be no invoice cancellation request. Therefore, the status of the invoice for the sale will be classified as To Issue again, waiting for the sale to be deleted or to have another invoice issuance request.

Note: When you cancel an invoice due to an issuance error, the financial information of the sale will be included again in dashboards and reports. If you don’t want the invoice to be included in dashboards and reports, you will also need to delete the sale.

Resolve a duplicate RPS error

If this is the error status of your invoice, follow these steps.

  1. Open the Sale.
  2. Change the code in the RPS field.
  3. Click the Resend NFS-e button at the bottom of the screen.
  4. Confirm your action.

OnBalance will resend the issuance request to your City Hall using the new RPS code. You don’t need to wait for a return from the City Hall.

If the process fails again, you will see a notification in the OnBalance home page.

Resolve a duplicate NFe error

If this is the error status of your product invoice, follow these steps.

  1. Open the Sale.
  2. Click the New NFe Number button at the bottom of the screen.
  3. Confirm your action.
  4. Click Save.

OnBalance will apply a new invoice number to the sale and proceed with a new issuance request to SEFAZ, following the same issuance process. So, if SEFAZ does not respond within 5 seconds, you don’t need to wait for it.

If the process fails again, you will see a notification in the OnBalance home page.

Resolve an issuance error

If you need to add or change data, do it first. After you save the changes, follow these steps.

  1. In the Sales screen, click the icon to open the error message window.
  2. Mark the Resolved checkbox.
  3. Click Save.
  4. Answer Yes when prompted if you fixed the error.
  5. In the Sales screen, click the Resend NFS-e button (if it is a service invoice) or Resend NFe button (if it is a product invoice) at the bottom of the screen.
  6. Confirm your action.
  7. OnBalance will re-send the issuance request to the City Hall or SEFAZ.

In both cases above, the process is the same as invoice issuance. So, you don’t need to wait for a return from the City Hall or SEFAZ.

If the cancellation process fails again, you will see a notification in the OnBalance home page.

Resolve an error to cancel

If there are errors in the cancellation process, you can resolve them in the following ways.

Resend the cancellation request

If you need to add or change data, do it first. After you save the changes, follow these steps.

  1. Open the Sale.
  2. Click the Resend Cancellation button at the bottom of the screen.
  3. If it is a product invoice, OnBalance will open the invoice cancellation window again where you can see or edit the reason for cancellation to be sent to SEFAZ. Click Save.
  4. OnBalance will resend the cancellation request to the City Hall or SEFAZ.

In both cases above, the process is exactly the same as for invoice cancellation. So, you don't need to wait for a return from the City Hall or SEFAZ.

If the process fails again, you will see a notification in the OnBalance home page.

Undo the cancellation request

If you want to stop the cancellation request, follow these steps.

  1. Open the Sale.
  2. Click the Undo Cancellation button at the bottom of the screen.
  3. Confirm your action.
  4. OnBalance will undo the cancellation request and set the invoice to its previous stage.

Note: In this situation, the financial information of the sale will be included again in dashboards and reports.

Set the invoice as canceled

You can cancel an invoice by other means than through OnBalance. If you have canceled an invoice outside of OnBalance, and you now want to set the invoice as canceled in OnBalance, follow these steps.

  1. Open the Sale.
  2. Click the Set as Canceled button at the bottom of the screen.
  3. Confirm your action.
  4. OnBalance will set the invoice and sale as canceled.