Recovery claim errors

These messages appear when you decide issues, draft a claim or update a claim in Recoveries. See draft and lodge a claim for the normal flow.

Issue cannot be claimed

(invoice) connote (connote) cannot be claimed: (reason)

Cause. You chose Recover on an issue with nothing eligible to claim. The reason says which rule it failed, for example "Matched by reference or by hand, not by connote" or "Amount within your tolerance". When several issues are chosen together, none is saved if any one fails.

Fix. Untick the issue and recover the rest. What can be claimed explains each reason; some can be fixed, others mean the issue should be marked Not an error.

When to contact support. If the evidence shows the issue meets every rule, contact support with the invoice and connote.

Nothing to claim

There are no issues marked Recover to put on a claim

You may also see "The issues marked Recover have nothing claimable left on them".

Cause. The invoice has no issues marked Recover that are not already on a claim, or the issues marked Recover no longer have a claimable amount, for example after a re-audit or a tolerance change.

Fix. Refresh the Issues tab. Lines already on a claim show On a claim with a link. Mark more claimable lines Recover first, then select Draft claim.

When to contact support. If lines show To recover with a claimable amount and drafting still says there is nothing to claim.

Claim status cannot change

(reference) is (status) and cannot be marked (new status) (it can be marked (allowed statuses))

Cause. Claims move in a set order. A draft can only be lodged or withdrawn; credited and rejected claims can only be closed; closed and withdrawn claims are final.

Fix. Refresh the claim page, as someone may have changed it, and choose a status the message lists.

When to contact support. If the claim is in the wrong status and none of the allowed moves fixes it.

Claim does not add up

(reference) does not add up; draft it again

Cause. When you mark a claim lodged, Forensik checks that its total equals the sum of its lines. They disagree, so the claim is not lodged and nothing is recorded as sent.

Fix. Do not send the email. Refresh the claim page and check the lines and total, then try Mark as lodged again.

When to contact support. If it happens again, contact support with the claim reference before you send anything to the carrier.

Attachment refused

Attach at most 5 files to a reply

You may also see "(file) is not a type a reply can carry" or "(file) is larger than 5 MB".

Cause. A carrier reply carries up to 5 files of up to 5 MB each: PDF, PNG, JPG, GIF, TXT, EML, MSG, CSV, XLSX, XLS or DOCX. Empty files are refused too.

Fix. Remove or shrink files, or save them as PDF, then select Save reply again.

When to contact support. If a file within these limits is refused.

Recoveries is switched off

Recoveries is switched off for this organisation

Cause. Recoveries is off for your organisation until a Master Admin switches it on.

Fix. A Master Admin selects Switch on on the Recoveries card in Settings. See recoveries overview.

When to contact support. If Recoveries shows as on in Settings but you still see this message.