When an invoice does not meet the requirements, Candex rejects it and sends you a rejection email that states the specific reason and includes a Re-Submit Invoice link.

To resolve a rejection: find the reason given in your rejection email in the list below, correct the invoice as described, then resubmit it onCandex or by clicking the link in the rejection email. Corrected invoices cannot be sent by replying to the email.

Rejected for wrong currency

Your invoice was submitted in a currency that does not match the contract terms — for example, billed in EUR when the contract requires USD. Currency requirements are order-specific, so check the currency on every order.

How to fix it:

1. Check the PO header in Candex for the required billing currency.
2. Convert the invoice amount using the exchange rate from the order acceptance date.
3. Resubmit the invoice in the correct currency.

How to avoid it: check the PO header for the currency and make sure it matches what is in your invoice before you upload your invoice.

Rejected for wrong "Bill To" / Tax Invoice Addressee

Your invoice is billed to the wrong address. How to fix it:

1. Open the order page in Candex and check the Tax Invoice Addressee shown there.
2. Address the invoice to that entity.
   1. Note: In most cases, invoices should be addressed to a Candex entity.
3. Resubmit the corrected invoice.

Or 

1. Open the rejection email from Candex 
2. Edit your invoice by adding the correct Bill To Address mentioned in the rejection email. 
3. Click on the link to resubmit the invoice. 

How to avoid it: always use the Tax Invoice Addressee from the order page as the "Bill To" on your invoice.

Rejected for tax or VAT errors

Your invoice has a tax or VAT problem. Common cases:

• VAT is not listed as a separate line item — for example, VAT included in the total without a breakdown.
• The EU VAT registration number is missing or invalid (e.g., incorrect format or number of digits).
• The wrong VAT rate is applied — for example, local VAT charged on a cross-border service.
• Tax is applied when it does not apply, or is missing when it is required.
• You did not select that you would be charging VAT when setting up your account with Candex.

How to fix it:

1. List VAT or tax as a separate line item, with the correct VAT registration number.
2. Check whether VAT applies, based on where the service was delivered and on the “Bill To” entity.
3. Resubmit the invoice with the corrected tax details.
4. Make sure that your selection for ""Do You Charge VAT"" is updated as needed. 
   1. Login to your account at www.candex.com
   2. On the left panel, click Settings
   3. Under Company Settings, select Entities
   4. Select the entity you wish to update
   5. Entity details will appear in the right panel, click Edit
   6. Modify your selection for ""Do You Charge VAT"" as needed. Select “Yes” if you want to add the VAT.
   7. If applicable, add your VAT ID and any required documentation
   8. Click Save

How to avoid it: itemize VAT separately and include the correct registration number on every invoice.

Rejected as a duplicate invoice

The invoice number on your document has already been submitted against this purchase order, so Candex flags the new upload as a duplicate.

How to fix it:

• If the duplicate was submitted by mistake, cancel the duplicate Invoice on Candex.
• If a new invoice is needed, resubmit it with a different invoice number.

How to avoid it: use a unique invoice number for every submission.

Rejected for an incorrect or invalid PO number

Your invoice references a PO number that does not match the order in Candex, or the PO is closed or archived.

How to fix it:

1. Check the correct Candex PO number on the order page.
2. If the PO is closed or archived, contact the buyer to reissue or reopen the PO.
3. Resubmit the invoice with the correct PO reference.

How to avoid it: check the PO number and the PO status on the order page before uploading your invoice.

Rejected for an invoice amount mismatch

Your invoiced amount exceeds the amount authorized under the PO. This could be because you added shipping costs or certain taxes which were not contemplated under the terms of the order. This also happens when the order is marked Fully Invoiced because this status indicates the maximum authorized amount has already been invoiced against the PO .

How to fix it:

1. Check the order amount in Candex and make sure the invoice does not exceed the amount authorized under the PO.
2. If the PO amount needs to be increased, reply to the rejection email you received from Candex telling us you need the PO to be increased and share the following details: 1) PO number and 2) the net amount of your invoice. Candex will then contact the buyer to request approval for the change.
3. Resubmit the invoice with the correct amount (once the PO is aligned if needed).

How to avoid it: align the invoice total with the PO amount and the order terms before uploading. If the PO amount is too low, contact us at support@candex.com with the details so we can contact the buyer to increase the PO amount before you submit your invoice to Candex. 

Rejected as a non-invoice document or not titled "Invoice"

The document you uploaded is not a valid tax invoice, or is not clearly titled "Invoice". Typical cases: a proforma invoice, a statement, a payment reminder, a delivery note, or a copy of the PO submitted to the invoice channel.

How to fix it:

1. Make sure the document is a valid tax invoice and is clearly titled "Invoice", not "Proforma Invoice", "Statement", "Delivery Note", or similar.
2. Resubmit the corrected invoice. Do not send statements, delivery notes, or other supporting documents as invoices.

How to avoid it: submit only valid tax invoices, titled "Invoice".

Rejected because the invoice date is too old

Your invoice couldn’t be processed because its date falls outside the accepted date range.

How to fix it

1. Issue a new invoice with a current date.
2. Check that the new date falls within the accepted date range listed in your rejection email.
3. Resubmit the new invoice.

Please note: Invoices should be submitted promptly after delivering the goods and/or services. Invoicing deadlines vary by country, and some local tax rules require a shorter timeframe. Invoices submitted after the applicable deadline may not be processed due to Buyer and local tax requirements. To avoid delays, we recommend invoicing as soon as possible after delivery.

Rejected for a bank information mismatch

We cannot approve an invoice if the bank details listed on it differ from those provided and selected on Candex when the invoice was uploaded. For security reasons, the banking details must match. 

How to fix it:

1. Compare the bank details on the invoice with the registered details in your Candex account.
2. If your bank details have changed, update your entity in Candex with the bank information referred to in your invoice. Otherwise, correct the invoice so it matches the registered details.
3. Resubmit the invoice.

How to avoid it: ensure the bank details on your invoices are identical to the details in your Candex profile.

Rejected for missing tax ID or tax documentation

Required tax identification documents, for example a W-9 or a tax certificate, have not been provided in Candex or are incomplete.

How to fix it:

1. Upload the required tax documentation directly in the Candex platform.
   1. Log in to your account at www.candex.com.
   2. In the left panel, click Settings.
   3. Under Company Settings, select Entities.
   4. Select the entity you want to update.
   5. The entity details will appear in the right panel. Click Edit.
   6. In the top-right corner of the Entity Details section, upload the relevant document by clicking Upload next to the document you want to add.
      1. To replace an existing document, click the three-dot menu next to it and select Replace.
2. Resubmit the invoice once the documentation is in place.

How to avoid it: upload your tax ID documents before invoicing.

How do I resubmit a rejected invoice?

Use either method:

1. From the rejection email: 
   1. click the Re-Submit Invoice link in the rejection notification from Candex.
   2. Enter your Candex ID
   3. Complete the required fields and upload a revised invoice

2. From the Candex platform: log in to Candex, open the order, go to the Payments section, click Resubmit Invoice, and upload the corrected document.

Corrected invoices cannot be submitted by replying to the rejection email. They must be uploaded directly in the Candex platform or through the Re-Submit Invoice link.