Fix Invoice Email Delivery and PDF Template Errors

Contents

• Overview
• Prerequisites
• Enable Invoice Error Alerts and Billing Run Summary Emails
• How This Works
• Find Invoices with Errors
• Filter and Export Invoices with Errors
• Resolve an Error
• Limitations
• FAQs

Overview

Invoice generation no longer stops when a customer's email address is invalid or a PDF template fails to render. Instead, Ordway creates and posts the invoice, flags it with a warning, and holds it back from the customer until you resolve the issue. This article explains how to turn on these alerts, how they work, where to find them, and how to clear them. 

Prerequisites 

• Tax integration must be enabled on your account. This feature is only available to customers with tax integration turned on. 

Enable Invoice Error Alerts and Billing Run Summary Emails 

1. Go to Setup > Settings. The Company Settings page is displayed.
2. Locate the Invoice section.
   
3. Enable Surface Invoice Generation Errors & Warnings toggle.
   This surfaces email-related, text-related, and PDF template-related issues on the Invoices page and the Billing Runs page, and makes the Enable Billing Run Summary Email setting available.
4. Optional: Turn on Enable Billing Run Summary Email to receive a summary email after a billing run completes.

Important Note

Who receives the billing run summary email depends on how the billing run was started:

• If you manually start the billing run, you receive the summary email.
• If the billing run starts automatically on a schedule, Ordway sends the summary email to all admin users on the account.

How This Works

Turning on Surface Invoice Generation Errors & Warnings surfaces three related types of invoice issues:

• Email-related issues
• Text-related issues
• PDF template-related issues

These three issue types are grouped under a single setting because they're all tied to invoice generation. 

Previously, an incorrect recipient email address or a broken PDF template would block the entire invoice from being generated. Now, invoice generation completes in both cases:

• Incorrect email address: The invoice is created and posted. It displays the warning "Invoice Delivery failed due to incorrect Email."
• Broken PDF template: The invoice is created and posted without a PDF attachment. It displays the warning "PDF Generation Failed due to a Template Issue."

In both cases, the invoice's financial data is complete and accurate — only delivery is affected. While a warning is present, Ordway automatically:

• Withholds the invoice from outbound email delivery.
• Hides the invoice from the customer portal.

Find Invoices with Errors

On the Billing Run Details page

After a billing run completes, an Invoices with Errors section lists every invoice from that run carrying a warning, along with its Invoice ID, Customer Name, Invoice Date, Due Date, Total, Balance, and Status.

On an Individual Invoice

Open the invoice. If it has an error, a Failure Reason appears directly below the invoice number, next to its status.

When more than one issue affects the same invoice, all failure reasons are listed together, separated by semicolons. 

Filter and Export Invoices with Errors

1. Go to the Invoices list view.
2. Select Filter.
   
3. Choose the Error Message is filter.
4. Select the error type you want to find, then select Is and your value.
5. Export the filtered list, or include the Error Message field in a report, to review or act on affected invoices.

Resolve an Error

1. Correct the underlying issue:
   • For an email error, update the customer's or contact's email address.
   • For a template error, fix the PDF template configuration.
2. Once corrected, Ordway clears the warning from the invoice automatically.

Result: The invoice becomes eligible for email delivery and reappears in the customer portal in the normal way. 

Notes

• An invoice with an email or template error remains fully accessible, editable, and exportable — only automatic email delivery and portal visibility are affected.
• Email and template errors don't affect the Billing Run's overall status or exclude the invoice from subsequent payment runs.

Limitations

• Invoices generated before this enhancement was enabled aren't retroactively checked or updated — this behavior applies only to future generation runs.

Confirm whether an invoice can display both an email error and a template error at the same time, and if so, how both are shown to the user (the source material confirms both can be captured, but doesn't confirm the two-warning display).

FAQs