Freight audit queue errors

These messages appear on the Freight audit page, on an exception or when you act on one. See work the exception queue for how the queue works.

Duplicate charge

Duplicate: connote (connote) and the same charges ((amount) ex GST) were already billed on (earlier invoice and line)

Cause. The carrier billed the same consignment twice. Forensik audits every invoice line on a consignment in invoice order. When a later line carries exactly the same charges (same types, same surcharges, same amounts) as an earlier line on that consignment, the later line is marked as a duplicate and the whole line is treated as overbilled. The earlier line is checked as normal. Duplicates can sit on the same invoice or on different invoices.

Fix. Open the exception and compare the two lines named in the message. If the carrier really billed twice, dispute it on the queue or, with Recoveries switched on, mark it Recover on the Issues tab and put it on a claim. If both charges are genuine (for example a second delivery that happened to cost the same), use Resolve with a note, or in Recoveries choose Not an error with the reason that fits. If the duplicate came from importing the same charges twice under different invoice numbers, ask the carrier which invoice is correct.

When to contact support. If the two lines are for different consignments or have different charges and are still marked as duplicates, contact support with both invoice numbers and line numbers.

Exception cannot be changed

This exception is (status); it cannot be (disputed, recovered, written off or resolved)

Cause. The exception is closed. Recovered, Written off and Resolved are closed statuses, and a closed exception cannot be disputed, have a recovery recorded, be written off or be resolved again. This stops amounts being counted twice. The message also appears when someone else closed the exception while you had it open, or when an issue was marked Not an error in Recoveries, which resolves it.

Fix. Close the exception and open it again to see its current status and notes. You can still change the assignee and add notes on a closed exception. If a closed exception needs more work, record it in a note. If the carrier sends a credit for it later, import the credit note: credits are linked through the import, not typed onto the exception. An exception is reopened automatically if a later audit finds new differences on the line.

When to contact support. If an exception was closed by mistake and you need it reopened, contact support with the invoice number and line.