Troubleshooting Your Tax Software
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Exactor TroubleShooting ID
Form of Notice Symptom
1
ShoppingCart
Taxes are not calculated; + Exactor generated error message OR Persistence of ANY error, after initial trouble-shooting
1
2
ShoppingCart
Taxes are not calculated; + Exactor generated error message
3
ShoppingCart
4
Comments
TroubleShooting
General Error OR Persistence of ANY error, after initial trouble-shooting
If general error occurs, with no reference, or any other error persists after performing troubleshooting steps, issue should be escalated to tech contact
1. Collect transaction information: - Account number - Sale date - Commit date (if avilable) - Buyer name - Total invoice amount - Invoice number - Error message - Actions taken and results 2. Forward to tech contact
2
Missing or Invalid Merchant ID
For security purposes, each transaction requirs a valid Exactor issued Marchant ID (numeric)
1. Check Exactor issued Merchant ID used in shopping cart code (see error message) 2. Go into user's account 3. Check out and compare Exactor issued Merchant ID and in shopping cart code. 4. Are shopping cart code and shopping cart using the exact Exactor issued Merchant ID (numeric only). 5. If not - correct the Exactor issued Merchant ID used in the shopping cart to be identical to that which is in the account. 6. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
3
Missing or Invalid User ID
For security purposes, each transaction requirs a valid User ID issued by Exactor
1. Check user name used in shopping cart code (see error message) 2. Go into user's account 3. Check out and compare user name in account and in shopping cart code 4. Are XML and shopping cart using the exact same user name (case sensitive). 5. If not - correct the user name used in the shopping cart to be identical to that which is in the account. 6. Resubmit transaction.
ShoppingCart
Taxes are not calculated; + Exactor generated error message
10
Missing or Invalid Sale Date
Exactor requires a valid 1. Check sale date used in transaction date, and will only recognize 2. Correct date to correct format: MM/DD/YYYY dates of the standard US 3. Resubmit transaction format: MM/DD/YYYY.
5
ShoppingCart
Taxes are not calculated; + Exactor generated error message
11
Invalid Currency Code
Exactor will recognize USD or Canadian dollars only. If no currency is transferred with shopping cart code, USD will be applied by default
1. Check currency used in shopping cart code (see error message) 2. Exactor will recognize USD or Canadian dollars only. If no currency is transferred with shopping cart code, USD will be applied by default. 3. Check out and verify that only an Exactor recognized currency is used. 4. If not - correct the currency to either an Exactor recognized currency or no currency.. 5. Resubmit transaction.
6
ShoppingCart
Taxes are not calculated; + Exactor generated error message
12
Invalid Exemption ID
Exactor will not apply an exemption ID that is not registered in the Exactor system. Exactor will recognize either an exemption ID that is issued by Exactor or one that the merchant has listed in the Exactor system.
1. Check excemption ID that is transferred with shopping cart code (see error message) 2. Check out and verify that only an Exactor recognized Exemption ID is used. 3. If not - correct the Exemption ID to either an Exactor issued exemption ID or an exemption ID that is listed in the Exactor account.. 4. Resubmit transaction.
Tuesday, January 27, 2009
Tech Error Code + Msg
Page 1 of 11
ID
Form of Notice Symptom
7
ShoppingCart
Taxes are not calculated; + Exactor generated error message
13
8
ShoppingCart
Taxes are not calculated; + Exactor generated error message
9
ShoppingCart
10
11
Comments
TroubleShooting
Missing or Invalid Ship From Address
Exactor requires a valid Ship From address to be sent in with the the shopping cart code (see error message). To the extent possible, Exactor will clean-up and standardize the address to conform to USPS standards. Exactor cannot determine taxes if no Ship-From address can be determined.
1. Check out and verify whether the error occurred only once. If yes, correct the the address that was used as the ShipFrom address, and resubmit the transaction. 2. If the error occurred multiple times, and the address that was inputted by the customer is correct, `examine the Shopping Cart code, correct errors in the manner how the address is being transmitted to Exactor. 3. Resubmit transaction.
14
Missing or Invalid Ship To Address
Exactor requires a valid Ship To address to be sent in with the the shopping cart code (see error message). To the extent possible, Exactor will clean-up and standardize the address to conform to USPS standards. Exactor cannot determine taxes if no Ship-To address can be determined.
1. Check out and verify whether the error occurred only once. If yes, correct the the address that was used as the ShipTo address, and resubmit the transaction. 2. If the error occurred multiple times, and the address that was inputted by the customer is correct, examine the Shopping Cart code, correct errors in the manner how the address is being transmitted to Exactor. 3. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
15
Missing Line Items
Exactor requires at least one line item (product or service) to be purchased in with the transaction. Exactor cannot determine taxes if no transaction is taking place (in other words, no purchase is taking place).
1. Check out and verify whether the error occurred only once. If yes, insert a line item and resubmit the transaction. 2. If the error occurred multiple times, and the customer included a product in the transaction, examine the Shopping Cart code, correct errors in the manner how the line items are being transmitted to Exactor. 2. Resubmit transaction.
ShoppingCart
Taxes are not calculated; + Exactor generated error message
16
Invalid SKU code
Exactor will not calculate taxes if an invalid SKU is being used in the transaction. Exactor will recognize either a SKU that is issued by Exactor (ECU code) or one that the merchant has listed in the Exactor system. Exactor will also allow a transaction with no SKU
1. Check product identifier (SKU) that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert a line item and resubmit the transaction. 3. If occurred in multiple transactions, check out and verify that only an Exactor recognized product identifier or that no product identifer is used. 4. If not - correct the Product Identifier to either (i) an Exactor issued product identifier (ECU code); or (ii) a product identifier (SKU) that is listed in the Exactor account; or (iii) no product identifier is being used at all. 5. Resubmit transaction.
ShoppingCart
Taxes are not calculated; + Exactor generated error message
17
Missing or Invalid Gross Amount
Exactor will not calculate taxes if an invalid amount is being used in the transaction. Exactor will recognize up to 2 decimal numeric amounts as transaction values. Higher decimal counts or transaction values with fractions will not be recognized
1. Check transaction amount that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert a valid transaction amount and resubmit the transaction. 3. If occurred in multiple transactions, check out and verify that only an Exactor recognized transaction amount is used. 4. If not - correct the transaction amount Product Identifier to either (i) an Exactor issued product identifier (ECU code); or (ii) a product identifier (SKU) that is listed in the Exactor account; or (iii) no product identifier is being used at all. 5. Resubmit transaction.
Tuesday, January 27, 2009
Tech Error Code + Msg
Page 2 of 11
ID
Form of Notice Symptom
12
ShoppingCart
Taxes are not calculated; + Exactor generated error message
30
13
ShoppingCart
Taxes are not calculated; + Exactor generated error message
14
ShoppingCart
15
ShoppingCart
Tuesday, January 27, 2009
Tech Error Code + Msg
Comments
TroubleShooting
Missing or Invalid Commit Date
Exactor will only recognize dates of the standard US format: MM/DD/YYYY.
1. Check commit date format that is transferred with shopping cart code (see error message) 2.Check out and verify whether the error occurred only once. If yes, insert a valid date and resubmit the transaction. 3. If occurred in multiple transactions, check and correct the date format is used by the Shopping Cart Code. 4. Resubmit transaction.
31
Missing Invoice Number
Exactor requires an invoice number to be submitted with a committed transaction. The invoice number can be of any format and length used by the merchant (alphanumeric combinations), and is not required to be unique (can be repeated).
1. Check Invoice number that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert an invoice number and resubmit the transaction. 3 If error occurred in multiple transactions, correct the Shopping Cart Code to include an invoice number. 4 Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
32
Missing InvoiceRequest or For committed transaction requests, where the PriorTransactionId calculation has already occurred, Exactor requires the Exactor issued transaction ID of the calculation request, so that Exactor can connect between the two requests. If the Calculation and Commit requests are occuring concurrently, Exactor requires that an invoice be submitted. The invoice number can be of any format and length used by the merchant (alphanumeric combinations), and is not required to be unique (can be repeated).
Taxes are not calculated; + Exactor generated error message
33
Transaction Does not Exist
For committed transaction requests, where the calculation has already occurred, Exactor requires the Exactor issued transaction ID of the calculation request, so that Exactor can connect between the two requests.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, if the calculation has already occurred, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. If the calculation and commit requests are occuring concurrently, insert an invoice number and resubmit the transaction. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to include an invoice number or a reference to the Exactor issued transaction ID of the calculation request. 4 Resubmit transaction.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. 3 If error occurred in multiple transactions, correct the Shopping Cart Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit transaction.
Page 3 of 11
ID
Form of Notice Symptom
16
ShoppingCart
Taxes are not calculated; + Exactor generated error message
34
17
ShoppingCart
Taxes are not calculated; + Exactor generated error message
18
ShoppingCart
19
20
Comments
TroubleShooting
Transaction Already Committed
Exactor will not allow a transaction to be committed twice.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2 Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to make sure that it references the correct Exactor issued transaction ID of the calculation request, and that it is not referencing a recurring Exactor transaction ID. 4. Resubmit transaction.
40
Missing Refund Date
A refund request must include a date in the format recognized by Exactor (MM/DD/YYYY).
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the refund dateand resubmit the transaction. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to make sure that it is including a date in the format recognized by Exactor in the refund request. 4. Resubmit refund request.
Taxes are not calculated; + Exactor generated error message
41
Missing PriorTransactionId
A refund request must include the Exactor issued transaction ID of the committed transaction so that Exactor can connect between the two requests, and assure that the refund is being taken from the correct transaction.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the refudn requst. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to include the Exactor issued transaction ID of the committed transaction. 4. Resubmit refund request.
ShoppingCart
Taxes are not calculated; + Exactor generated error message
42
Transaction Does not Exist
For refund requests, Exactor requires the Exactor issued transaction ID of the committed transaction, so that Exactor can connect between the two requests, and assure that the refund is being deducted from the correct transaction.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the transaction. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit transaction.
ShoppingCart
Taxes are not calculated; + Exactor generated error message
43
Transaction Was Never Committed
A refund request must reference a committed transaction, to assure that the refund is deducted from the correct transaction.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the transaction. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to make sure that it references the correct Exactor issued transaction ID of the calculation request, and that it is not referencing a recurring Exactor transaction ID. 4. Resubmit transaction.
Tuesday, January 27, 2009
Tech Error Code + Msg
Page 4 of 11
ID
Form of Notice Symptom
21
ShoppingCart
Taxes are not calculated; + Exactor generated error message
44
46
TaxNotice
Notice that taxes have not been paid
47
TaxNotice
Tax reported is different than what should be reported
55
FinancialSoftware
Error message
Tuesday, January 27, 2009
Tech Error Code + Msg
Comments
TroubleShooting
A transaction may be refunded only once. For refund requests, Exactor requires the Exactor issued transaction ID of the committed transaction, so that Exactor can connect between the two requests, and assure that the refund is being deducted from the correct transaction. If the committed transaction has already been refunded, Exactor will reject the refund request.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the refund request. 3. If error occurred in multiple transactions, verify that the Shopping Cart Code is not referencing the same committed transaction ID. Correct the Shopping Cart Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit refund request.
0
Notice received from State or local agency that taxes have not been paid. Matter should be escaated to tax rep
1. 2. 3. 4. 5. 6. 7.
0
Notice received from State or local agency that insufficient (or to much) taxes were reported, Matter should be escaated to tax rep
1. Review status log to see whether Notice is referring to a past issue. 2. Pull tax return for which notice was issued. 3. Summarize data in memo, including: - State; - tax agency that issued notice - date of notice - date return filed - period for which return was filed - actual tax rate reported - tax rate stated in notice 4. Forward to tax rep to contact agency and clarify matter
Financial software must be connected to the Internet in order to communicate with Exactor
1. Check your internet connectivity 2. Resubmit transactiob
Transaction Already Refunded
There was an error processing tax transaction
Review status log to see whether Notice is referring to a past issue. Pull tax return for which notice was issued. Identify and pull check for payment of taxes owing on tax return. Review, whether tax return has correct tax ID. Date when check was posted to account Identify and pull Post-Office proof of mailing of tax return Summarize data in memo, including: - State; - tax agency that issued notice - date of notice - date return filed - period for which return was filed - Tax ID used - check number - payment amount - Date check posted - date return was mailed 8. Forward to tax rep to contact agency and clarify matter
Page 5 of 11
ID
Form of Notice Symptom
56
FinancialSoftware
Cannot close application
0
22
FinancialSoftware
Taxes are not calculated; + Exactor generated error message OR Persistence of ANY error, after initial trouble-shooting
23
FinancialSoftware
24
25
Tech Error Code + Msg
Comments
TroubleShooting
The company file cannot be closed at this time ecause there is another application (Exactor Sales and Use Tax Data Plug-In) which is using it. Before you can close the company file your must either close that application or instruct the application to end its session with QuickBook
Financial software must be connected to the Internet in order to communicate with Exactor
1. Check your internet connectivity 2. Try again to close your application
1
General Error OR Persistence of ANY error, after initial trouble-shooting
If general error occurs, with no reference, or any other error persists after performing troubleshooting steps, issue should be escalated to tech contact
1. Collect transaction information: - Account number - Sale date - Commit date (if avilable) - Buyer name - Total invoice amount - Invoice number - Error message - Actions taken and results 2. Forward to tech contact
Taxes are not calculated; + Exactor generated error message
2
Missing or Invalid Merchant ID
For security purposes, each transaction requirs a valid Exactor issued Marchant ID (numeric)
1. Check Exactor issued Merchant ID used in FinancialSoftware code (see error message) 2. Go into user's account 3. Check out and compare Exactor issued Merchant ID and in FinancialSoftware code. 4. Are FinancialSoftware code and FinancialSoftware using the exact Exactor issued Merchant ID (numeric only). 5. If not - correct the Exactor issued Merchant ID used in the FinancialSoftware to be identical to that which is in the account. 6. Resubmit transaction.
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
3
Missing or Invalid User ID
For security purposes, each transaction requirs a valid User ID issued by Exactor
1. Check user name used in FinancialSoftware code (see error message) 2. Go into user's account 3. Check out and compare user name in account and in FinancialSoftware code 4. Are XML and FinancialSoftware using the exact same user name (case sensitive). 5. If not - correct the user name used in the FinancialSoftware to be identical to that which is in the account. 6. Resubmit transaction.
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
10
Missing or Invalid Sale Date
Exactor requires a valid 1. Check sale date format that is transferred with FinancialSoftware code (see date, and will only recognize error message) dates of the standard US 2. Check out and verify whether the error occurred only once. format: MM/DD/YYYY. If yes, insert a valid date and resubmit the transaction. 3. If occurred in multiple transactions, check and correct the date format is used by the FinancialSoftware Code. 4. Resubmit transaction.
57
Tuesday, January 27, 2009
Page 6 of 11
ID
Form of Notice Symptom
26
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
11
27
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
28
FinancialSoftware
29
30
Comments
TroubleShooting
Invalid Currency Code
Exactor will recognize USD or Canadian dollars only. If no currency is transferred with shopping cart code, USD will be applied by default
1. Check currency used in FinancialSoftware code (see error message) 2. Check out and verify that only an Exactor recognized currency is used. 3. If not - correct the currency to either an Exactor recognized currency or no currency.. 4. Resubmit transaction.
12
Invalid Exemption ID
Exactor will not apply an exemption ID that is not registered in the Exactor system. Exactor will recognize either an exemption ID that is issued by Exactor or one that the merchant has listed in the Exactor system.
1. Check excemption ID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify that only an Exactor recognized Exemption ID is used. 3. If not - correct the Exemption ID to either an Exactor issued exemption ID or an exemption ID that is listed in the Exactor account.. 4. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
13
Missing or Invalid Ship From Address
Exactor requires a valid Ship From address to be sent in with the the shopping cart code (see error message). To the extent possible, Exactor will clean-up and standardize the address to conform to USPS standards. Exactor cannot determine taxes if no Ship-From address can be determined.
2. Check out and verify whether the error occurred only once. If yes, correct the the address that was used as the ShipFrom address, and resubmit the transaction. 3. If the error occurred multiple times, and the address that was inputted by the customer is correct, `examine the FinancialSoftware code, correct errors in the manner how the address is being transmitted to Exactor. 4. Resubmit transaction.
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
14
Missing or Invalid Ship To Address
Exactor requires a valid Ship To address to be sent in with the the shopping cart code (see error message). To the extent possible, Exactor will clean-up and standardize the address to conform to USPS standards. Exactor cannot determine taxes if no Ship-To address can be determined.
1. Check out and verify whether the error occurred only once. If yes, correct the the address that was used as the ShipTo address, and resubmit the transaction. 2. If the error occurred multiple times, and the address that was inputted by the customer is correct, examine the FinancialSoftware code, correct errors in the manner how the address is being transmitted to Exactor. 3. Resubmit transaction.
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
15
Missing Line Items
Exactor requires at least one line item (product or service) to be purchased in with the transaction. Exactor cannot determine taxes if no transaction is taking place (in other words, no purchase is taking place).
1. Check out and verify whether the error occurred only once. If yes, insert a line item and resubmit the transaction. 2. If the error occurred multiple times, and the customer included a product in the transaction, examine the FinancialSoftware code, correct errors in the manner how the line items are being transmitted to Exactor. 3. Resubmit transaction.
Tuesday, January 27, 2009
Tech Error Code + Msg
Page 7 of 11
ID
Form of Notice Symptom
31
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
16
32
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
33
FinancialSoftware
34
FinancialSoftware
Tuesday, January 27, 2009
Tech Error Code + Msg
Comments
TroubleShooting
Invalid SKU code
Exactor will not calculate taxes if an invalid SKU is being used in the transaction. Exactor will recognize either a SKU that is issued by Exactor (ECU code) or one that the merchant has listed in the Exactor system. Exactor will also allow a transaction with no SKU
1. Check product identifier (SKU) that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert a line item and resubmit the transaction. 3. If occurred in multiple transactions, check out and verify that only an Exactor recognized product identifier or that no product identifer is used. 4. If not - correct the Product Identifier to either (i) an Exactor issued product identifier (ECU code); or (ii) a product identifier (SKU) that is listed in the Exactor account; or (iii) no product identifier is being used at all. 5. Resubmit transaction.
17
Missing or Invalid Gross Amount
Exactor will not calculate taxes if an invalid amount is being used in the transaction. Exactor will recognize up to 2 decimal numeric amounts as transaction values. Higher decimal counts or transaction values with fractions will not be recognized
1. Check transaction amount that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert a valid transaction amount and resubmit the transaction. 3. If occurred in multiple transactions, check out and verify that only an Exactor recognized transaction amount is used. 4. If not - correct the transaction amount Product Identifier to either (i) an Exactor issued product identifier (ECU code); or (ii) a product identifier (SKU) that is listed in the Exactor account; or (iii) no product identifier is being used at all. 5. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
30
Missing or Invalid Commit Date
Exactor requires a valid 1. Check commit date format that is transferred with FinancialSoftware code date, and will only recognize (see error message) dates of the standard US 2. Check out and verify whether the error occurred only once. format: MM/DD/YYYY. If yes, insert a valid date and resubmit the transaction. 3. If occurred in multiple transactions, check and correct the date format is used by the FinancialSoftware Code. 4. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
31
Missing Invoice Number
Exactor requires an invoice number to be submitted with a committed transaction. The invoice number can be of any format and length used by the merchant (alphanumeric combinations), and is not required to be unique (can be repeated).
1. Check Invoice number that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert an invoice number and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to include an invoice number. 4. Resubmit transaction.
Page 8 of 11
ID
Form of Notice Symptom
35
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
32
Missing InvoiceRequest or For committed transaction requests, where the PriorTransactionId calculation has already occurred, Exactor requires the Exactor issued transaction ID of the calculation request, so that Exactor can connect between the two requests. If the Calculation and Commit requests are occuring concurrently, Exactor requires that an invoice be submitted. The invoice number can be of any format and length used by the merchant (alphanumeric combinations), and is not required to be unique (can be repeated).
36
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
33
Transaction Does not Exist
For committed transaction requests, where the calculation has already occurred, Exactor requires the Exactor issued transaction ID of the calculation request, so that Exactor can connect between the two requests.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit transaction.
37
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
34
Transaction Already Committed
Exactor will not allow a transaction to be committed twice.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to make sure that it references the correct Exactor issued transaction ID of the calculation request, and that it is not referencing a recurring Exactor transaction ID. 4. Resubmit transaction.
38
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
40
Missing Refund Date
Exactor requires a valid 1. Check PriorTransactionID that is transferred with FinancialSoftware code (see date, and will only recognize error message) dates of the standard US 2. Check out and verify whether the error occurred only once. format: MM/DD/YYYY. If yes, insert the refund dateand resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to make sure that it is including a date in the format recognized by Exactor in the refund request. 4. Resubmit refund request.
Tuesday, January 27, 2009
Tech Error Code + Msg
Comments
TroubleShooting 1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, if the calculation has already occurred, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. If the calculation and commit requests are occuring concurrently, insert an invoice number and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to include an invoice number or a reference to the Exactor issued transaction ID of the calculation request. 4. Resubmit transaction.
Page 9 of 11
ID
Form of Notice Symptom
39
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
41
40
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
41
FinancialSoftware
42
FinancialSoftware
Tuesday, January 27, 2009
Tech Error Code + Msg
Comments
TroubleShooting
Missing PriorTransactionId
A refund request must include the Exactor issued transaction ID of the committed transaction so that Exactor can connect between the two requests, and assure that the refund is being taken from the correct transaction.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2 Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the refudn requst. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to include the Exactor issued transaction ID of the committed transaction. 4. Resubmit refund request.
42
Transaction Does not Exist
For refund requests, Exactor requires the Exactor issued transaction ID of the committed transaction, so that Exactor can connect between the two requests, and assure that the refund is being deducted from the correct transaction.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
43
Transaction Was Never Committed
A refund request must reference a committed transaction, to assure that the refund is deducted from the correct transaction.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2.Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to make sure that it references the correct Exactor issued transaction ID of the calculation request, and that it is not referencing a recurring Exactor transaction ID. 4. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
44
Transaction Already Refunded
A transaction may be refunded only once. For refund requests, Exactor requires the Exactor issued transaction ID of the committed transaction, so that Exactor can connect between the two requests, and assure that the refund is being deducted from the correct transaction. If the committed transaction has already been refunded, Exactor will reject the refund request.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the refund request. 3. If error occurred in multiple transactions, verify that the FinancialSoftware Code is not referencing the same committed transaction ID. Correct the FinancialSoftware Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit refund request.
Page 10 of 11
ID
Form of Notice Symptom
43
WebPage
44
45
Tech Error Code + Msg
Comments
TroubleShooting
Taxes are not calculated; + No data transferred to the Exactor system + No Exactor error message
Exactor uses the XMLHTTP object within IE to send AJAX requests to the Exactor server. This basically means that the page can send XML data (containing all of the info from the invoice) to Exactor to calculate the taxes and then insert the results back into the page without navigating away or refreshing the page. This method is used heavily in all Web 2.0 applications. IE implements this via an ActiveX control which can be disabled via some browser policies.
1. Check web page security settings. 2. In your browser, go to --> Internet Options --> Security tab --> Security Settings. 3. Enable "Run ActiveX controls and plug-ins" 4. Enable " Script ActiveX controls marked as safe for scripting" 5. Rerun transaction.
ShoppingCart
Taxes are calculated by Exactor + No error message + Numbers to not add up
Many shopping carts have built in tax modules. When using the Exactor system, these tax modules should be disabled (or tax rate set to 0%). Otherwise taxes are calculated twise, by shopping cart module and by Exactor.
1. Go to Shopping Cart admin module 2. Verify internal tax module is disabled. 3. Resubmit transaction
ExactorTransacti onField
Cannot back-date Commit date
Exactor only allows backdating of a transaction up to the last closing date of the Exactor account books.
1. Check date of original transaction 2. If today's date is after the 5th day of the month, and date of origina transaction is for the prior callendar month or before) - contact the Exactor admin for a manual override. 3. Provide the admin the following information: - Account number - Sale date - Commit date (if available) - Customer name - Total Invoice amount - Date to which trasaction should be changed to.
0
Note: Dates cannot be changed to earlier dates, because this would require regenerating and filing of the tax return.
Tuesday, January 27, 2009
Page 11 of 11
Form of Notice Symptom
1
ShoppingCart
Taxes are not calculated; + Exactor generated error message OR Persistence of ANY error, after initial trouble-shooting
1
2
ShoppingCart
Taxes are not calculated; + Exactor generated error message
3
ShoppingCart
4
Comments
TroubleShooting
General Error OR Persistence of ANY error, after initial trouble-shooting
If general error occurs, with no reference, or any other error persists after performing troubleshooting steps, issue should be escalated to tech contact
1. Collect transaction information: - Account number - Sale date - Commit date (if avilable) - Buyer name - Total invoice amount - Invoice number - Error message - Actions taken and results 2. Forward to tech contact
2
Missing or Invalid Merchant ID
For security purposes, each transaction requirs a valid Exactor issued Marchant ID (numeric)
1. Check Exactor issued Merchant ID used in shopping cart code (see error message) 2. Go into user's account 3. Check out and compare Exactor issued Merchant ID and in shopping cart code. 4. Are shopping cart code and shopping cart using the exact Exactor issued Merchant ID (numeric only). 5. If not - correct the Exactor issued Merchant ID used in the shopping cart to be identical to that which is in the account. 6. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
3
Missing or Invalid User ID
For security purposes, each transaction requirs a valid User ID issued by Exactor
1. Check user name used in shopping cart code (see error message) 2. Go into user's account 3. Check out and compare user name in account and in shopping cart code 4. Are XML and shopping cart using the exact same user name (case sensitive). 5. If not - correct the user name used in the shopping cart to be identical to that which is in the account. 6. Resubmit transaction.
ShoppingCart
Taxes are not calculated; + Exactor generated error message
10
Missing or Invalid Sale Date
Exactor requires a valid 1. Check sale date used in transaction date, and will only recognize 2. Correct date to correct format: MM/DD/YYYY dates of the standard US 3. Resubmit transaction format: MM/DD/YYYY.
5
ShoppingCart
Taxes are not calculated; + Exactor generated error message
11
Invalid Currency Code
Exactor will recognize USD or Canadian dollars only. If no currency is transferred with shopping cart code, USD will be applied by default
1. Check currency used in shopping cart code (see error message) 2. Exactor will recognize USD or Canadian dollars only. If no currency is transferred with shopping cart code, USD will be applied by default. 3. Check out and verify that only an Exactor recognized currency is used. 4. If not - correct the currency to either an Exactor recognized currency or no currency.. 5. Resubmit transaction.
6
ShoppingCart
Taxes are not calculated; + Exactor generated error message
12
Invalid Exemption ID
Exactor will not apply an exemption ID that is not registered in the Exactor system. Exactor will recognize either an exemption ID that is issued by Exactor or one that the merchant has listed in the Exactor system.
1. Check excemption ID that is transferred with shopping cart code (see error message) 2. Check out and verify that only an Exactor recognized Exemption ID is used. 3. If not - correct the Exemption ID to either an Exactor issued exemption ID or an exemption ID that is listed in the Exactor account.. 4. Resubmit transaction.
Tuesday, January 27, 2009
Tech Error Code + Msg
Page 1 of 11
ID
Form of Notice Symptom
7
ShoppingCart
Taxes are not calculated; + Exactor generated error message
13
8
ShoppingCart
Taxes are not calculated; + Exactor generated error message
9
ShoppingCart
10
11
Comments
TroubleShooting
Missing or Invalid Ship From Address
Exactor requires a valid Ship From address to be sent in with the the shopping cart code (see error message). To the extent possible, Exactor will clean-up and standardize the address to conform to USPS standards. Exactor cannot determine taxes if no Ship-From address can be determined.
1. Check out and verify whether the error occurred only once. If yes, correct the the address that was used as the ShipFrom address, and resubmit the transaction. 2. If the error occurred multiple times, and the address that was inputted by the customer is correct, `examine the Shopping Cart code, correct errors in the manner how the address is being transmitted to Exactor. 3. Resubmit transaction.
14
Missing or Invalid Ship To Address
Exactor requires a valid Ship To address to be sent in with the the shopping cart code (see error message). To the extent possible, Exactor will clean-up and standardize the address to conform to USPS standards. Exactor cannot determine taxes if no Ship-To address can be determined.
1. Check out and verify whether the error occurred only once. If yes, correct the the address that was used as the ShipTo address, and resubmit the transaction. 2. If the error occurred multiple times, and the address that was inputted by the customer is correct, examine the Shopping Cart code, correct errors in the manner how the address is being transmitted to Exactor. 3. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
15
Missing Line Items
Exactor requires at least one line item (product or service) to be purchased in with the transaction. Exactor cannot determine taxes if no transaction is taking place (in other words, no purchase is taking place).
1. Check out and verify whether the error occurred only once. If yes, insert a line item and resubmit the transaction. 2. If the error occurred multiple times, and the customer included a product in the transaction, examine the Shopping Cart code, correct errors in the manner how the line items are being transmitted to Exactor. 2. Resubmit transaction.
ShoppingCart
Taxes are not calculated; + Exactor generated error message
16
Invalid SKU code
Exactor will not calculate taxes if an invalid SKU is being used in the transaction. Exactor will recognize either a SKU that is issued by Exactor (ECU code) or one that the merchant has listed in the Exactor system. Exactor will also allow a transaction with no SKU
1. Check product identifier (SKU) that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert a line item and resubmit the transaction. 3. If occurred in multiple transactions, check out and verify that only an Exactor recognized product identifier or that no product identifer is used. 4. If not - correct the Product Identifier to either (i) an Exactor issued product identifier (ECU code); or (ii) a product identifier (SKU) that is listed in the Exactor account; or (iii) no product identifier is being used at all. 5. Resubmit transaction.
ShoppingCart
Taxes are not calculated; + Exactor generated error message
17
Missing or Invalid Gross Amount
Exactor will not calculate taxes if an invalid amount is being used in the transaction. Exactor will recognize up to 2 decimal numeric amounts as transaction values. Higher decimal counts or transaction values with fractions will not be recognized
1. Check transaction amount that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert a valid transaction amount and resubmit the transaction. 3. If occurred in multiple transactions, check out and verify that only an Exactor recognized transaction amount is used. 4. If not - correct the transaction amount Product Identifier to either (i) an Exactor issued product identifier (ECU code); or (ii) a product identifier (SKU) that is listed in the Exactor account; or (iii) no product identifier is being used at all. 5. Resubmit transaction.
Tuesday, January 27, 2009
Tech Error Code + Msg
Page 2 of 11
ID
Form of Notice Symptom
12
ShoppingCart
Taxes are not calculated; + Exactor generated error message
30
13
ShoppingCart
Taxes are not calculated; + Exactor generated error message
14
ShoppingCart
15
ShoppingCart
Tuesday, January 27, 2009
Tech Error Code + Msg
Comments
TroubleShooting
Missing or Invalid Commit Date
Exactor will only recognize dates of the standard US format: MM/DD/YYYY.
1. Check commit date format that is transferred with shopping cart code (see error message) 2.Check out and verify whether the error occurred only once. If yes, insert a valid date and resubmit the transaction. 3. If occurred in multiple transactions, check and correct the date format is used by the Shopping Cart Code. 4. Resubmit transaction.
31
Missing Invoice Number
Exactor requires an invoice number to be submitted with a committed transaction. The invoice number can be of any format and length used by the merchant (alphanumeric combinations), and is not required to be unique (can be repeated).
1. Check Invoice number that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert an invoice number and resubmit the transaction. 3 If error occurred in multiple transactions, correct the Shopping Cart Code to include an invoice number. 4 Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
32
Missing InvoiceRequest or For committed transaction requests, where the PriorTransactionId calculation has already occurred, Exactor requires the Exactor issued transaction ID of the calculation request, so that Exactor can connect between the two requests. If the Calculation and Commit requests are occuring concurrently, Exactor requires that an invoice be submitted. The invoice number can be of any format and length used by the merchant (alphanumeric combinations), and is not required to be unique (can be repeated).
Taxes are not calculated; + Exactor generated error message
33
Transaction Does not Exist
For committed transaction requests, where the calculation has already occurred, Exactor requires the Exactor issued transaction ID of the calculation request, so that Exactor can connect between the two requests.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, if the calculation has already occurred, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. If the calculation and commit requests are occuring concurrently, insert an invoice number and resubmit the transaction. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to include an invoice number or a reference to the Exactor issued transaction ID of the calculation request. 4 Resubmit transaction.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. 3 If error occurred in multiple transactions, correct the Shopping Cart Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit transaction.
Page 3 of 11
ID
Form of Notice Symptom
16
ShoppingCart
Taxes are not calculated; + Exactor generated error message
34
17
ShoppingCart
Taxes are not calculated; + Exactor generated error message
18
ShoppingCart
19
20
Comments
TroubleShooting
Transaction Already Committed
Exactor will not allow a transaction to be committed twice.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2 Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to make sure that it references the correct Exactor issued transaction ID of the calculation request, and that it is not referencing a recurring Exactor transaction ID. 4. Resubmit transaction.
40
Missing Refund Date
A refund request must include a date in the format recognized by Exactor (MM/DD/YYYY).
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the refund dateand resubmit the transaction. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to make sure that it is including a date in the format recognized by Exactor in the refund request. 4. Resubmit refund request.
Taxes are not calculated; + Exactor generated error message
41
Missing PriorTransactionId
A refund request must include the Exactor issued transaction ID of the committed transaction so that Exactor can connect between the two requests, and assure that the refund is being taken from the correct transaction.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the refudn requst. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to include the Exactor issued transaction ID of the committed transaction. 4. Resubmit refund request.
ShoppingCart
Taxes are not calculated; + Exactor generated error message
42
Transaction Does not Exist
For refund requests, Exactor requires the Exactor issued transaction ID of the committed transaction, so that Exactor can connect between the two requests, and assure that the refund is being deducted from the correct transaction.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the transaction. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit transaction.
ShoppingCart
Taxes are not calculated; + Exactor generated error message
43
Transaction Was Never Committed
A refund request must reference a committed transaction, to assure that the refund is deducted from the correct transaction.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the transaction. 3. If error occurred in multiple transactions, correct the Shopping Cart Code to make sure that it references the correct Exactor issued transaction ID of the calculation request, and that it is not referencing a recurring Exactor transaction ID. 4. Resubmit transaction.
Tuesday, January 27, 2009
Tech Error Code + Msg
Page 4 of 11
ID
Form of Notice Symptom
21
ShoppingCart
Taxes are not calculated; + Exactor generated error message
44
46
TaxNotice
Notice that taxes have not been paid
47
TaxNotice
Tax reported is different than what should be reported
55
FinancialSoftware
Error message
Tuesday, January 27, 2009
Tech Error Code + Msg
Comments
TroubleShooting
A transaction may be refunded only once. For refund requests, Exactor requires the Exactor issued transaction ID of the committed transaction, so that Exactor can connect between the two requests, and assure that the refund is being deducted from the correct transaction. If the committed transaction has already been refunded, Exactor will reject the refund request.
1. Check PriorTransactionID that is transferred with shopping cart code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the refund request. 3. If error occurred in multiple transactions, verify that the Shopping Cart Code is not referencing the same committed transaction ID. Correct the Shopping Cart Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit refund request.
0
Notice received from State or local agency that taxes have not been paid. Matter should be escaated to tax rep
1. 2. 3. 4. 5. 6. 7.
0
Notice received from State or local agency that insufficient (or to much) taxes were reported, Matter should be escaated to tax rep
1. Review status log to see whether Notice is referring to a past issue. 2. Pull tax return for which notice was issued. 3. Summarize data in memo, including: - State; - tax agency that issued notice - date of notice - date return filed - period for which return was filed - actual tax rate reported - tax rate stated in notice 4. Forward to tax rep to contact agency and clarify matter
Financial software must be connected to the Internet in order to communicate with Exactor
1. Check your internet connectivity 2. Resubmit transactiob
Transaction Already Refunded
There was an error processing tax transaction
Review status log to see whether Notice is referring to a past issue. Pull tax return for which notice was issued. Identify and pull check for payment of taxes owing on tax return. Review, whether tax return has correct tax ID. Date when check was posted to account Identify and pull Post-Office proof of mailing of tax return Summarize data in memo, including: - State; - tax agency that issued notice - date of notice - date return filed - period for which return was filed - Tax ID used - check number - payment amount - Date check posted - date return was mailed 8. Forward to tax rep to contact agency and clarify matter
Page 5 of 11
ID
Form of Notice Symptom
56
FinancialSoftware
Cannot close application
0
22
FinancialSoftware
Taxes are not calculated; + Exactor generated error message OR Persistence of ANY error, after initial trouble-shooting
23
FinancialSoftware
24
25
Tech Error Code + Msg
Comments
TroubleShooting
The company file cannot be closed at this time ecause there is another application (Exactor Sales and Use Tax Data Plug-In) which is using it. Before you can close the company file your must either close that application or instruct the application to end its session with QuickBook
Financial software must be connected to the Internet in order to communicate with Exactor
1. Check your internet connectivity 2. Try again to close your application
1
General Error OR Persistence of ANY error, after initial trouble-shooting
If general error occurs, with no reference, or any other error persists after performing troubleshooting steps, issue should be escalated to tech contact
1. Collect transaction information: - Account number - Sale date - Commit date (if avilable) - Buyer name - Total invoice amount - Invoice number - Error message - Actions taken and results 2. Forward to tech contact
Taxes are not calculated; + Exactor generated error message
2
Missing or Invalid Merchant ID
For security purposes, each transaction requirs a valid Exactor issued Marchant ID (numeric)
1. Check Exactor issued Merchant ID used in FinancialSoftware code (see error message) 2. Go into user's account 3. Check out and compare Exactor issued Merchant ID and in FinancialSoftware code. 4. Are FinancialSoftware code and FinancialSoftware using the exact Exactor issued Merchant ID (numeric only). 5. If not - correct the Exactor issued Merchant ID used in the FinancialSoftware to be identical to that which is in the account. 6. Resubmit transaction.
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
3
Missing or Invalid User ID
For security purposes, each transaction requirs a valid User ID issued by Exactor
1. Check user name used in FinancialSoftware code (see error message) 2. Go into user's account 3. Check out and compare user name in account and in FinancialSoftware code 4. Are XML and FinancialSoftware using the exact same user name (case sensitive). 5. If not - correct the user name used in the FinancialSoftware to be identical to that which is in the account. 6. Resubmit transaction.
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
10
Missing or Invalid Sale Date
Exactor requires a valid 1. Check sale date format that is transferred with FinancialSoftware code (see date, and will only recognize error message) dates of the standard US 2. Check out and verify whether the error occurred only once. format: MM/DD/YYYY. If yes, insert a valid date and resubmit the transaction. 3. If occurred in multiple transactions, check and correct the date format is used by the FinancialSoftware Code. 4. Resubmit transaction.
57
Tuesday, January 27, 2009
Page 6 of 11
ID
Form of Notice Symptom
26
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
11
27
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
28
FinancialSoftware
29
30
Comments
TroubleShooting
Invalid Currency Code
Exactor will recognize USD or Canadian dollars only. If no currency is transferred with shopping cart code, USD will be applied by default
1. Check currency used in FinancialSoftware code (see error message) 2. Check out and verify that only an Exactor recognized currency is used. 3. If not - correct the currency to either an Exactor recognized currency or no currency.. 4. Resubmit transaction.
12
Invalid Exemption ID
Exactor will not apply an exemption ID that is not registered in the Exactor system. Exactor will recognize either an exemption ID that is issued by Exactor or one that the merchant has listed in the Exactor system.
1. Check excemption ID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify that only an Exactor recognized Exemption ID is used. 3. If not - correct the Exemption ID to either an Exactor issued exemption ID or an exemption ID that is listed in the Exactor account.. 4. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
13
Missing or Invalid Ship From Address
Exactor requires a valid Ship From address to be sent in with the the shopping cart code (see error message). To the extent possible, Exactor will clean-up and standardize the address to conform to USPS standards. Exactor cannot determine taxes if no Ship-From address can be determined.
2. Check out and verify whether the error occurred only once. If yes, correct the the address that was used as the ShipFrom address, and resubmit the transaction. 3. If the error occurred multiple times, and the address that was inputted by the customer is correct, `examine the FinancialSoftware code, correct errors in the manner how the address is being transmitted to Exactor. 4. Resubmit transaction.
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
14
Missing or Invalid Ship To Address
Exactor requires a valid Ship To address to be sent in with the the shopping cart code (see error message). To the extent possible, Exactor will clean-up and standardize the address to conform to USPS standards. Exactor cannot determine taxes if no Ship-To address can be determined.
1. Check out and verify whether the error occurred only once. If yes, correct the the address that was used as the ShipTo address, and resubmit the transaction. 2. If the error occurred multiple times, and the address that was inputted by the customer is correct, examine the FinancialSoftware code, correct errors in the manner how the address is being transmitted to Exactor. 3. Resubmit transaction.
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
15
Missing Line Items
Exactor requires at least one line item (product or service) to be purchased in with the transaction. Exactor cannot determine taxes if no transaction is taking place (in other words, no purchase is taking place).
1. Check out and verify whether the error occurred only once. If yes, insert a line item and resubmit the transaction. 2. If the error occurred multiple times, and the customer included a product in the transaction, examine the FinancialSoftware code, correct errors in the manner how the line items are being transmitted to Exactor. 3. Resubmit transaction.
Tuesday, January 27, 2009
Tech Error Code + Msg
Page 7 of 11
ID
Form of Notice Symptom
31
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
16
32
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
33
FinancialSoftware
34
FinancialSoftware
Tuesday, January 27, 2009
Tech Error Code + Msg
Comments
TroubleShooting
Invalid SKU code
Exactor will not calculate taxes if an invalid SKU is being used in the transaction. Exactor will recognize either a SKU that is issued by Exactor (ECU code) or one that the merchant has listed in the Exactor system. Exactor will also allow a transaction with no SKU
1. Check product identifier (SKU) that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert a line item and resubmit the transaction. 3. If occurred in multiple transactions, check out and verify that only an Exactor recognized product identifier or that no product identifer is used. 4. If not - correct the Product Identifier to either (i) an Exactor issued product identifier (ECU code); or (ii) a product identifier (SKU) that is listed in the Exactor account; or (iii) no product identifier is being used at all. 5. Resubmit transaction.
17
Missing or Invalid Gross Amount
Exactor will not calculate taxes if an invalid amount is being used in the transaction. Exactor will recognize up to 2 decimal numeric amounts as transaction values. Higher decimal counts or transaction values with fractions will not be recognized
1. Check transaction amount that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert a valid transaction amount and resubmit the transaction. 3. If occurred in multiple transactions, check out and verify that only an Exactor recognized transaction amount is used. 4. If not - correct the transaction amount Product Identifier to either (i) an Exactor issued product identifier (ECU code); or (ii) a product identifier (SKU) that is listed in the Exactor account; or (iii) no product identifier is being used at all. 5. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
30
Missing or Invalid Commit Date
Exactor requires a valid 1. Check commit date format that is transferred with FinancialSoftware code date, and will only recognize (see error message) dates of the standard US 2. Check out and verify whether the error occurred only once. format: MM/DD/YYYY. If yes, insert a valid date and resubmit the transaction. 3. If occurred in multiple transactions, check and correct the date format is used by the FinancialSoftware Code. 4. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
31
Missing Invoice Number
Exactor requires an invoice number to be submitted with a committed transaction. The invoice number can be of any format and length used by the merchant (alphanumeric combinations), and is not required to be unique (can be repeated).
1. Check Invoice number that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert an invoice number and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to include an invoice number. 4. Resubmit transaction.
Page 8 of 11
ID
Form of Notice Symptom
35
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
32
Missing InvoiceRequest or For committed transaction requests, where the PriorTransactionId calculation has already occurred, Exactor requires the Exactor issued transaction ID of the calculation request, so that Exactor can connect between the two requests. If the Calculation and Commit requests are occuring concurrently, Exactor requires that an invoice be submitted. The invoice number can be of any format and length used by the merchant (alphanumeric combinations), and is not required to be unique (can be repeated).
36
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
33
Transaction Does not Exist
For committed transaction requests, where the calculation has already occurred, Exactor requires the Exactor issued transaction ID of the calculation request, so that Exactor can connect between the two requests.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit transaction.
37
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
34
Transaction Already Committed
Exactor will not allow a transaction to be committed twice.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to make sure that it references the correct Exactor issued transaction ID of the calculation request, and that it is not referencing a recurring Exactor transaction ID. 4. Resubmit transaction.
38
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
40
Missing Refund Date
Exactor requires a valid 1. Check PriorTransactionID that is transferred with FinancialSoftware code (see date, and will only recognize error message) dates of the standard US 2. Check out and verify whether the error occurred only once. format: MM/DD/YYYY. If yes, insert the refund dateand resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to make sure that it is including a date in the format recognized by Exactor in the refund request. 4. Resubmit refund request.
Tuesday, January 27, 2009
Tech Error Code + Msg
Comments
TroubleShooting 1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, if the calculation has already occurred, insert the Exactor issued transaction ID of the calculation request and resubmit the transaction. If the calculation and commit requests are occuring concurrently, insert an invoice number and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to include an invoice number or a reference to the Exactor issued transaction ID of the calculation request. 4. Resubmit transaction.
Page 9 of 11
ID
Form of Notice Symptom
39
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
41
40
FinancialSoftware
Taxes are not calculated; + Exactor generated error message
41
FinancialSoftware
42
FinancialSoftware
Tuesday, January 27, 2009
Tech Error Code + Msg
Comments
TroubleShooting
Missing PriorTransactionId
A refund request must include the Exactor issued transaction ID of the committed transaction so that Exactor can connect between the two requests, and assure that the refund is being taken from the correct transaction.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2 Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the refudn requst. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to include the Exactor issued transaction ID of the committed transaction. 4. Resubmit refund request.
42
Transaction Does not Exist
For refund requests, Exactor requires the Exactor issued transaction ID of the committed transaction, so that Exactor can connect between the two requests, and assure that the refund is being deducted from the correct transaction.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
43
Transaction Was Never Committed
A refund request must reference a committed transaction, to assure that the refund is deducted from the correct transaction.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2.Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the transaction. 3. If error occurred in multiple transactions, correct the FinancialSoftware Code to make sure that it references the correct Exactor issued transaction ID of the calculation request, and that it is not referencing a recurring Exactor transaction ID. 4. Resubmit transaction.
Taxes are not calculated; + Exactor generated error message
44
Transaction Already Refunded
A transaction may be refunded only once. For refund requests, Exactor requires the Exactor issued transaction ID of the committed transaction, so that Exactor can connect between the two requests, and assure that the refund is being deducted from the correct transaction. If the committed transaction has already been refunded, Exactor will reject the refund request.
1. Check PriorTransactionID that is transferred with FinancialSoftware code (see error message) 2. Check out and verify whether the error occurred only once. If yes, insert the Exactor issued transaction ID of the committed transaction and resubmit the refund request. 3. If error occurred in multiple transactions, verify that the FinancialSoftware Code is not referencing the same committed transaction ID. Correct the FinancialSoftware Code to include a reference to the correct Exactor issuer prior transaction ID. 4. Resubmit refund request.
Page 10 of 11
ID
Form of Notice Symptom
43
WebPage
44
45
Tech Error Code + Msg
Comments
TroubleShooting
Taxes are not calculated; + No data transferred to the Exactor system + No Exactor error message
Exactor uses the XMLHTTP object within IE to send AJAX requests to the Exactor server. This basically means that the page can send XML data (containing all of the info from the invoice) to Exactor to calculate the taxes and then insert the results back into the page without navigating away or refreshing the page. This method is used heavily in all Web 2.0 applications. IE implements this via an ActiveX control which can be disabled via some browser policies.
1. Check web page security settings. 2. In your browser, go to --> Internet Options --> Security tab --> Security Settings. 3. Enable "Run ActiveX controls and plug-ins" 4. Enable " Script ActiveX controls marked as safe for scripting" 5. Rerun transaction.
ShoppingCart
Taxes are calculated by Exactor + No error message + Numbers to not add up
Many shopping carts have built in tax modules. When using the Exactor system, these tax modules should be disabled (or tax rate set to 0%). Otherwise taxes are calculated twise, by shopping cart module and by Exactor.
1. Go to Shopping Cart admin module 2. Verify internal tax module is disabled. 3. Resubmit transaction
ExactorTransacti onField
Cannot back-date Commit date
Exactor only allows backdating of a transaction up to the last closing date of the Exactor account books.
1. Check date of original transaction 2. If today's date is after the 5th day of the month, and date of origina transaction is for the prior callendar month or before) - contact the Exactor admin for a manual override. 3. Provide the admin the following information: - Account number - Sale date - Commit date (if available) - Customer name - Total Invoice amount - Date to which trasaction should be changed to.
0
Note: Dates cannot be changed to earlier dates, because this would require regenerating and filing of the tax return.
Tuesday, January 27, 2009
Page 11 of 11
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