When you’ve sent an invoice through Peppol but the recipient claims they did not receive it, there are several steps you can take to investigate and resolve the issue.

This article helps you check the Peppol status, understand possible error messages, and apply the correct solution.

Check the Peppol status of the invoice

Open the relevant invoice in Equicty Equstable and review the Peppol status.

Possible statuses include:

• Sending

• Sent

• Sending failed

• Accepted

• Rejected

Under the status, you may also see an error message or explanation, for example:

“Recipient not found on the Peppol network” or “Invalid VAT number”

Also check the activity history at the bottom of the invoice to see when and how the invoice was sent.

Placeholder product screenshot: Invoice detail page → section “Peppol status” and activity overview.

If the status is “Sent” but the recipient hasn’t received the invoice

Go through the following checklist:

1. Verify the customer’s Peppol ID or VAT number.
   An incorrect or outdated VAT number may cause the invoice to be delivered to the wrong company or fail to reach the recipient.

2. Ask the recipient to check their own Peppol system.

   • The invoice may have been delivered but not yet processed.

   • In some tools, invoices only become visible after manual approval.

3. Confirm that the recipient is properly registered on the Peppol network.
   Use a site like peppolcheck.be to verify whether their registration is active.

If the status is “Sending failed”

If sending via Peppol failed, this means the invoice could not be successfully delivered.

Follow these steps:

1. Create a credit note for the original invoice.

2. Create a new invoice with the same or an updated invoice number.

3. Resend the new invoice via Peppol.

Placeholder product screenshot: Invoice detail page → button “Create credit note”.

See also: HOWTO Send e-invoices via Peppol in Equicty Equstable

Technical information and troubleshooting

For security reasons, detailed technical log files cannot be shared with external parties.

If the recipient needs technical information to further investigate the issue, ask them to:

1. Contact their own Peppol Access Point provider.

2. Check their internal logs or error messages in their software.

3. Confirm that their Peppol registration and configuration are active.