Rejected Invoices and How to Correct Them Overview

Most invoices go through two levels of review, and an invoice may be rejected at either level.

The first step is usually an automated review against a present list of rules. Things that are typically checked at this stage are:

• Invoice format errors
• Math errors, such as the sum of the line items don't equal the invoice total, or rate * quantity + adjustment doesn't equal the line item total
• Expense, Task, or Activity codes that are missing, are not accepted by the client, or exceed the guidelines for this client
• Other violations of client guidelines, such as time limits or additional required information that is missing
• Matches for matters, clients, timekeepers and rates

eBillingHub should be catching these errors during the Validation step of the invoice submission process, except for the matches for matters, clients, timekeepers, and rates. Please contact eBillingHub Customer Support to request updates to eBillingHub validations.

Invoices that pass the automated review are sent to the client for Client review. At this stage an invoice may be accepted, accepted with a revision or deduction, or rejected. Vendors and clients have different policies related to appeals for revisions and deductions.

The notification process for invoices that are accepted or rejected varies depending on the eBilling vendor or client. eBillingHub receives the same notifications as any other user. In some cases, the vendor will send an email back with a notification, and in some cases you may need to log on to the vendor site to check the status of an invoice. The eBillingHub Administration Manual has more information about the specific vendor practices.

Email notifications from a vendor or client that are sent back to the law firm's eBillingHub email address are forwarded to staff depending upon whether they are profiled, and depending on the user's email setting in the eBillingHub User Profile. For more information about email profiling and User Profile email settings, see Profile Emails and Change the eBilling Emails that are Forwarded to Me.

To correct a rejected invoice, start by examining the reason for the rejection. Active Invoices has several ways to view information from the vendor about why an invoice was rejected. For more information, see the following:

• View Current Rejection Information for Rejected Invoices
• View Rejection Information for Rejected Invoices
• View Tracking and Rejection Information for All Selected Invoices
• View Emails Related to an Invoice

Rejected invoices may require a change to the eBilling Vendor's site, the time and billing system, or eBillingHub. Depending on what is changed to address the error, you will need to resubmit the invoice to the eBilling vendor, or rerun the invoice through the Billing Wizard or Quick Invoice. In general, if the correction requires a change to the contents of the invoice file, you need to rerun the invoice through the Billing Wizard or Quick Invoice. If the correction is due to something on the vendor site, you can resubmit the invoice from Active Invoices.

• Was eBillingHub able to connect to the eBilling Vendor? You might see a "can't login' or "can't connect" error. For more information, see Troubleshooting eBilling Vendor Connections.
• Is there required information missing from the invoice? The rejection notification should list specific fields that are missing. For more information, see Troubleshooting Missing or Invalid Invoice Data.
• Is there a problem with the invoice date? Many eBilling vendors have requirements that the invoices not be older than a certain date. For more information, see Troubleshooting Invoice Date Issues.
• Is there some other problem, such as a cost exceeding a certain threshold? For more information, see Troubleshooting Other Rejection Errors.
• The eBillingHub Administration Manual has information about what needs to be set up on an ebilling vendor's site to successfully submit invoices.