Exception Handling
Handle approval exceptions including rejections, holds, escalations, and duplicates.
Exception Types
Section titled “Exception Types”The system supports six primary exception actions:
- Reject: For duplicates, invalid data, missing POs, pricing issues, or unauthorized invoices
- Hold: When awaiting information, budget clarification, or dispute investigation
- Escalate: For invoices exceeding approval limits
- Reassign: To route to different approvers or backup coverage
- Return: For minor corrections without formal rejection
- Dispute: For documenting issues requiring vendor management involvement
Rejecting with Reason Codes
Section titled “Rejecting with Reason Codes”Use standardized codes when rejecting invoices:
| Code | Reason | Application |
|---|---|---|
| DUP | Duplicate invoice | Already processed |
| INV | Invalid data | Incorrect information |
| NPO | No PO required | Should have PO |
| PRC | Pricing issue | Prices don’t match agreement |
| UNA | Unauthorized | Not within policy |
| OTH | Other | Requires comments |
Process: Select code, provide detailed explanation, confirm. The AP Clerk receives your reason and comments in their queue.
Returning vs. Rejecting
Section titled “Returning vs. Rejecting”Use Return for fixable issues: minor data errors, missing information, or PO re-matching needs. This differs from rejection and doesn’t count as a rejection in metrics.
Escalation
Section titled “Escalation”Click “Escalate” when exceeding your approval authority, selecting targets like your direct manager, CFO, or specific individuals. Provide justification for routing to higher authority.
Placing on Hold
Section titled “Placing on Hold”Hold invoices when awaiting clarification, budget review, or dispute investigation. Set expected resolution dates and add contextual notes. Release holds by clicking “Release Hold” when ready to proceed.
Duplicate Detection
Section titled “Duplicate Detection”The system identifies potential duplicates by matching vendor + invoice number, vendor + amount + date, or similar invoices within configured thresholds. Confirm duplicates and link to original invoices to prevent duplicate payment.
Dispute Documentation
Section titled “Dispute Documentation”Document disputed invoices with specific issues (goods not received, quality problems, pricing discrepancies) and attach supporting evidence. Disputes route to vendor management for resolution tracking.
Best Practices
Section titled “Best Practices”- Provide specific rejection explanations
- Distinguish between returning and rejecting appropriately
- Document disputes thoroughly
- Monitor held invoices to prevent aging
- Escalate only when necessary