Error messages in the credit report

In this article, you'll learn about the possible reasons for errors, as well as the additional process for dealing with errors in your credit report.

The order status is incorrect

Possible reasons

If the message "The order status is incorrect" appears in the credit report, then either the order has already been activated manually by an employee in your business (and therefore set to paid), or the voucher is paid twice by the customer using the QR-bill.

Process

In the Voucher Management Tool, search for the relevant voucher order.
Click on the Information icon to view the voucher in detail.
Scroll to Voucher protocol and check which action was performed: "The voucher is paid (manually)" or "The voucher is paid (with payment file)."

"The voucher is paid (manually)"

The action "The voucher is paid (manually)" means that the corresponding user manually clicked the "Activate" button to set the status to "paid" for a specific reason during the voucher order process. We recommend that you discuss the specific case with the relevant employee. Why was this voucher activated manually? With the current credit report, you can now ensure that the voucher is paid via a QR-bill.

In addition, we recommend that you always enter a comment in extraordinary circumstances to ensure that traceability is always maintained.

"The voucher is paid (with payment file)."

The action "The voucher is paid (with payment file") means that the voucher order had previously been paid via QR-bill. You can check this duplicate payment by opening the credit report for the appropriate date and/or validating payments received by your PostFinance account. We recommend that you make contact with your customer to discuss the payments. Any reimbursement of the duplicate payment would have to be made manually via your accounts.

No order was found - customer details are available

Possible reasons

An incorrect account was entered when making the payment. The customer may have already ordered a voucher from you and incorrectly entered the account number of your voucher account for another invoice.
When the deposit was made, an incorrect reference number was entered.

Process

Contact the person who made the transfer. If you do not have enough information in the credit report to contact the person, you have the following options:

You can use the Voucher Managment Tool to perform a search to discover whether this person has ordered any vouchers, and if so, whether those orders contain any contact details.
Ask PostFinance to carry out a further enquiry. The process for requesting a further enquiry is described here.

No order was found and the customer's details are not available

Why are no customer details available?

The money was paid in directly at a Post Office counter.
The customer's bank does not share the customer's contact details with PostFinance.

Possible reasons

An incorrect account was entered when making the payment. The customer may have already ordered a voucher from you and incorrectly entered the account number of your voucher account for another invoice.
When the deposit was made, an incorrect reference number was entered.

Process

Ask PostFinance to carry out a further enquiry. The process for requesting a further enquiry is described here. Once you have received the contact details from PostFinance, you can contact the person who made the transfer.