Resolve unprocessed transactions

Cannot credit more than tax collected

You'll see this error if an invoice is attempting to credit more tax than tax collected. This error occurs when you initiated tax collection in a jurisdiction with Anrok on Date Y, but the original transaction occurred on Date X before Date Y, and the refund is scheduled for Date Z, after Date Y (X<Y<Z).

This error is a safeguard against crediting tax on an invoice where tax was never collected on the original invoice.

Currency not supported

You'll see this error if the transaction we received from your billing system was in a currency not supported by Anrok.

To resolve this error, ensure the currency on the transaction is accurate within your billing system. If it is, you can archive the transaction, and Anrok will no longer show you errors stemming from attempts to process it.

Found more than one tax line item

You'll see this error if multiple tax line items are included on an invoice, which prevents Anrok from updating the tax amount correctly. Please email technicalsolutions@anrok.com if this error persists on a transaction.

Integration configuration

You'll see this error if there is something wrong with your integration setup that is which preventing Anrok from updating the tax amount correctly. Please email technicalsolutions@anrok.com if this error persists on a transaction.

Internal error

You'll see this error if another type of error occurs when trying to process the transaction. Generally, we'd recommend retrying these transactions to check whether the initial error has already been resolved. If this error persists, please sumbit this form to have the error investigated by our team.

Invalid authentication

You'll see this error if Anrok attempts to reprocess a transaction for an integration that is currently in an "Invalid" or "Disconnected" status. 

To resolve this error, re-authenticate your billing integration by following the steps below:

1. In Anrok, go to Data Sources.
2. Under Integration sources, click the Options button ⋮ next to your billing system, then select Re-authenticate.
3. Complete the credential information required.
4. When you are finished, click Connect.

Invoice too far in future

You'll see this error if the transaction is too far in the future to calculate the tax accurately. Anrok accepts dates up to 5 years in the future.

To resolve this error, adjust the date of the transaction to within 5 years of today's date and edit, then re-save the transaction within your billing system to update the transaction.

Line item marked non-taxable

This error occurs when one or more products on this invoice are marked as non-taxable in QuickBooks. For Anrok to read an invoice, all products and services included on the invoice must be marked as taxable. To fix this, mark all products and services as taxable on this invoice by following the instructions below:

1. In the QuickBooks app , go to the invoice you would like to edit.
2. Under TAX, click the checkbox  next to each product and service.
3. When you are finished, click Save.
4. Reload the invoice to view Anrok’s updated tax amount.

If you are concerned about a non-taxable product being taxed, you can adjust the product ID's type and category on the Product IDs page. If the customer is tax-exempt, you can add the customer's tax exemption certificate on the Certificates page.

If you are concerned that the customer will be taxed in a jurisdiction where you are not collecting sales tax, Anrok will determine the taxability of every invoice based on the customer's shipping and billing location.

Malformed address

You'll see this error if we found an incomplete or incorrect address on the transaction we received from your billing system. Anrok is usually able to determine a good enough location to look up tax codes from a partial address, but sometimes this isn't possible.

To resolve this error, ensure the address on the transaction is accurate within your billing system and provide additional details if possible. We encourage you to provide as much address information as possible for each transaction. While we can calculate tax with less address information, providing more address details leads to more accurate tax calculations. Common address fields include street address, city, state/region, ZIP/postal code, and country code. See Address information required to calculate tax.

Once you've updated the customer record in your billing system, next to Retry click the Drop-down button , then click Retry (use customer address).

Note that when multiple types of addresses are present on an invoice, the hierarchy for billing address information is Shipping address > Billing address > Payment method metadata. When a shipping address is provided, Anrok will prioritize it as the customer's applicable address. 

Missing address

You'll see this error if we were unable to find an address on the transaction we received from your billing system. Without an address, Anrok is unable to determine which jurisdiction and tax codes to apply to a transaction.

To resolve this error, update the address associated with this transaction within your billing system. Once you've updated the customer record in your billing system, next to Retry click the Drop-down button , then click Retry (use customer address).

Note that adding address information to the customer record will not resolve this error since Anrok receives the address listed on the invoice. For this reason, you will need to ensure that the address is added to both the customer record and the impacted transaction to resolve the error. See Address information required to calculate tax.

Missing address country

You'll see this error if we found an address on the transaction, but no country was specified.

To resolve this error, please set the country of address in your billing system. Once you've updated the customer record in your billing system, next to Retry click the Drop-down button , then click Retry (use customer address).

Note that when multiple types of addresses are present on an invoice, the hierarchy for billing address information is Shipping address > Billing address > Payment method metadata. When a shipping address is provided, Anrok will prioritize it as the customer's applicable address.

Missing line items

You'll see this error if the transaction we received from your billing system didn't contain any line items. Without line items, Anrok isn't aware of what products are included and what the resulting taxability should be.

To resolve this error, you'll need to add line items to the transaction within your billing system. You may also need to update your billing processes to make sure that all future transactions include line items and product IDs. If the invoice is no longer editable, contact us for support in reflecting the transaction in Anrok.

Missing date

You'll see this error if the transaction is missing date information and cannot be associated with a tax calculation start date and return.

To resolve this error, you'll need to add a date to the transaction in your billing system.

Missing product ID

You'll see this error if we were unable to find a product ID on one or more of the line items for the transaction. The presence of product IDs is crucial for Anrok to determine the taxability of your transactions, so you'll want to ensure that these are always included on your invoices.

To resolve this issue, you'll need to add the product ID(s) to this transaction within your billing system. If the invoice is no longer editable, contact us for support in reflecting the transaction in Anrok.

Product tax category not supported for jurisdiction

You'll see this error if a B2C or Delivered at Place (DAP) transaction, with a non-digital service tax category, is synced to Anrok. Anrok currently only supports tax calculations for B2B, Delivered Duty Paid (DDP), sales in supported global jurisdictions. See Cross-border sales of physical goods.

Transaction already filed

This error occurs when an update has been made to a transaction already recorded in Anrok and filed on a previous return. Usually, when Anrok detects a potential tax-implicating change in an already filed transaction, it will automatically negate and recreate on your current return to account for any changes.

When Anrok does not detect any changes that would impact the tax amount, Anrok will return this error for you to review further. Anrok should also continue to provide your billing system with the correct tax amount.

If no changes have been made to these invoices that would impact the tax amounts previously recorded on your returns (e.g., address change, line item change, product taxability change), you can archive this unprocessed transaction error.  

If you need these changes reflected in your next return, we can manually negate and recreate this transaction for you. You can submit this form to have this completed by our team. By request, we can also update your billing system integration to automatically negate and recreate these transactions on returns.

Unknown customer ID

You'll see this error if Anrok receives a transaction without a customer ID, which is preventing Anrok from checking to see if there is an exemption certificate that should be applied to the transaction. Please email technicalsolutions@anrok.com if this error persists on a transaction.

Unknown product ID

You'll see this error if one or more of the products on the invoice haven't been configured in Anrok. For context, new product IDs need to be configured in Anrok so we can determine the taxability of your transactions in the relevant jurisdiction and collect tax accordingly.

To resolve this error, you will need to configure these product IDs in Anrok. You can follow the instructions in this Help Center article: Configure new product IDs.

Unsupported address country

You'll see this error if we found a partial address on the transaction we received from your billing system, but were unable to resolve it into an actual location. Anrok is usually able to determine a good enough location to look up tax codes from a partial address, but sometimes this isn't possible.

To resolve this error, ensure the address on the transaction is accurate within your billing system and provide additional details if possible.

Note that when multiple types of addresses are present on an invoice, the hierarchy for billing address information is Shipping address > Billing address > Payment method metadata. When a shipping address is provided, Anrok will prioritize it as the customer's applicable address.