Working an Exception Code 12: Items Not Received/Services Incomplete

If an invoice is vouchered and all services or goods have not been received, the agency will deny the voucher back to OSS. AP will delete the voucher and select exception code "12-Items Not Received/Services Incomplete" from the voucher deletion screen. AP will assign the invoice to ECM for return processing. ECM will return the invoice and the Invoice Return Notification to the supplier (and copy the agency) in the same method the invoice was submitted to OSS.

 

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Navigate to item on AP Sorter Page

Update the Invoice Return Tracker

Complete Invoice Return Notification

Return invoice submitted to OSS via email

Return invoice submitted to OSS via mail

Update the AP Sorter Page

 

Navigate to item on AP Sorter Page

 

  1. Update the required fields on the AP Sorter page to locate assigned work Items.

  2. Click search.    

  3. Verify assigned Exception Category displays "12-Items Not Received/Services Incomplete."

  4. Ensure all fields are complete and accurate. Return image to AP Associate if fields are not complete or there are any discrepancies such as spelling or use of non-standard comment.

  5. Click invoice image.

  6. Save invoice image to desktop as "first three letters of supplier name_mm/dd/yyyy."

  7. Click Comments tab.

  8. Copy OSS Standard Comments from the OSS Comments field.  

  9. After saving the invoice image and copying the OSS Standard Comment in OAKS FIN, complete the following steps in the Invoice Return Tracker.

 

Update the Invoice Return Tracker

Log invoice in Invoice Return Tracker in SharePoint for customer service inquiries and research (see Appendix B).

  1. Click Add new item below the listed items.
  2. Invoice Return Tracker - New Item window will open.
  3. Enter Supplier Name  in Vendor Name field as it appears on the invoice.
  4. Attach invoice saved on desktop.
  5. Confirm Date Returned.
  6. Select all Return Reasons that are applicable.
  7. Paste the OSS Standard Comments copied from OAKS FIN in the  Additional Comments field.
  8. Click Save on toolbar.
  9. After logging the invoice in the return tracker, determine method of invoice delivery (i.e., via email or mail) and complete the following steps for the Invoice Return Notification.

Complete Invoice Return Notification

Complete Invoice Return Notification in the Access Database (see Appendix A) with the details of the missing/invalid information needed to process the invoice. Determine method invoice was submitted to OSS (i.e., mail or email). Return invoice and completed Invoice Return Notification to supplier in the method invoice was submitted to OSS.

  1. Select Improper Invoice Mail Merge.
  2. Click OK on the Open Document pop-up message that displays to confirm that the file should be opened as "Read Only."
  3. Click Enable Content.
  4. Double-click Return Form.
  1. Click Toggle Filter in toolbar to view the records that haven't been completed (i.e., returned).
  2. Use Previous Record and Next Record buttons at the bottom of the form to navigate through and locate desired record for the invoice being returned.
  3. Select under Vendor Letters, the option that best describes why the invoice is being returned.
  4. Verify merged data on the Invoice Return Notification.
  5. Continue with the steps below based on the method of invoice submission to OSS (i.e., mail or fax).

Return invoice submitted to OSS via email

Follow the steps below to return the invoice to the supplier via email (and copy the agency) using the "OSS Invoice Returns" email account.

  1. Click E-mail in toolbar.
  2. Select PDF Format from the Send Object As pop-up window that displays.
  3. Click OK on the Send Object As pop-up window.
  4. A new Outlook email message will display (with the Invoice Return Notification attached).
  1. Click From  on the email.
  2. From drop-down, click Other E-mail Address....
  3. Click From... on Send From Other E-mail Address window.
  4. The Choose Sender: Global Address List will display.
  1. Type "oss" in the Search  field.
  2. Double-click OSS Invoice Returns from the listing.
  3. Click OK on the Send From Other E-mail Address window.
  4. Confirm invoicereturns@ohio.gov appears beside From.
  5. Attach invoice image previously saved to desktop.
  6. Enter supplier's email address in the To field.
  7. Enter agency's email address in the Cc field.
  8. Enter Subject "Invoice Returned - Action Required <INSERT SUPPLIER NAME>."
  9. Paste "Invoice returned to supplier" template into the body of the email.
  1. Update the supplier's name in the greeting of the email.
  1. Click Send.
  2. The Invoice Return Notification screen will return.
  1. Click Close Print Preview on Access.
  2. Click Invoice Returned at the bottom of the Return Form data fields.
  3. The Invoice Returned field at the top of the screen will be updated to "Yes."
  1. Close window.

Return invoice submitted to OSS via mail

Follow the steps below to return the invoice to the agency via email (using the "OSS Invoice Returns" email account) and return the invoice to the supplier via mail.

  1. Click E-mail in the toolbar.
  2. Select PDF Format from the Send Object As pop-up window that displays.
  3. Click OK on the Send Object As pop-up window.
  4. A new Outlook email message will display (with the Invoice Return Notification attached).
  1. Click From on the email.
  2. From drop-down, click Other E-mail Address....
  3. Click From... on Send From Other E-mail Address window.
  4. The Choose Sender: Global Address List will display.
  1. Type "oss" in the Search field.
  2. Double-click OSS Invoice Returns from the listing.
  3. Click OK on the Send From Other E-mail Address window.
  4. Confirm invoicereturns@ohio.gov appears beside From.
  5. Attach invoice image previously saved to desktop.
  6. Enter agency's email address in the To field.
  7. Enter Subject "Invoice Returned - Action Required <INSERT SUPPLIER NAME>."
  8. Click the Format Text tab in the toolbar.
  9. Change email format to HTML.
  10. Paste "Invoice returned to agency" template into the body of the email.
  11. See team captain or coach for a copy of the invoice returned to agency template.
  1. Update the supplier's name in the body of the email.
  2. Click Send.
  3. The Invoice Return Notification screen will return.
  1. Print completed Invoice Return Notification.
  2. Click Close Print Preview.
  3. Under Print Form tab, click Create Envelope.
  4. Print envelope.
  5. Click Close Print Preview.
  6. Under Print Form tab, Invoice Returned click .
  7. Print original invoice previously saved to desktop.
  8. Mail the two documents back to the supplier.

Update the AP Sorter Page

 

  1. Update the required fields to locate item on AP Sorter page.
  2. Select checkbox next to desired line item.
  3. Select Sort Status "Rejected."
  4. Click Save.