Find a document and send it again

Introduction

Every PDF the app makes for a booking is kept, and every copy is kept. That includes the rental agreement, the pickup and drop-off forms, the quote, invoices, deposit invoices and credit notes. You find them on two tabs of the booking screen, Documents and Invoices. Each row has an eye icon that opens the PDF and an envelope icon that opens a screen headed (Re)send document, where you email that same file again. A company administrator can also search every invoice and credit note PDF at once from the PDFs tile under Financials.

You come here when:

• The customer phones to say they never received their invoice, and you want to send it again.
• A customer received their agreement twice, or three agreements sit on the booking and you need to know which one counts.
• You pressed a send button ten minutes ago and the PDF is still not on the booking.
• Your bookkeeper asks for the PDF of a combined invoice that covered several bookings.
• You just want to look at what the customer was sent, before a phone call.

Terms used on this screen

Skim this once; the rows are the labels you will see in the document lists:

Every way to find a document

Start on the booking when you know the booking. Use PDFs only when you have an invoice number and no booking, or for a combined invoice.

How to use

Configuration

There is nothing to set up. The text of the email that goes with a re-sent document comes from your company's email templates, which are covered in Automated emails.

Before you start: opening and re-sending documents from a booking works for an ordinary Employee account. The PDFs tile under Financials, deleting a PDF, the re-create icon on Issued invoices and the Sent Emails list all need the Company admin role. If you cannot see them, ask your administrator.

Using the document lists

From the main menu, open Bookings, then Overview, and open the booking. Halfway down the booking screen is a row of tabs: Inspection, Checklists, Mileage, Fuel, Damages, Documents and Invoices.

1. Click Documents for agreements, pickup and drop-off forms and quotes, or Invoices for invoices, deposit invoices and credit notes.
2. If you have just made a document, press Refresh at the top of the tab. A PDF only appears once the app has finished making it (see Documents are made in the background below).
3. Click the heading of the date column (Gemaakt op or Created) to sort by date. The newest row is the current version.
4. Click the eye icon at the end of the row to open the PDF in your browser. Check it is the one you mean to send.
5. Click the envelope icon on the same row. The booking screen closes and the screen headed (Re)send document opens, already filled in from the email template that matches the document type.
6. Check To, CC, Reply to, BCC, Subject and Body. To use a different template, press Change template under the heading (see Send an invoice to a customer for choosing one).
7. Press Send. You see Email sent! and the screen closes. Cancel closes it without sending anything.

Finding a combined (aggregated) invoice. A combined invoice does not appear in the Regular invoices list, because it belongs to several bookings.

1. On any of its bookings, open the Invoices tab and scroll to Aggregated invoices.
2. Find the row by Invoice number, then click its eye icon to open the PDF.

Without a booking, open Financials from the main menu and click the PDFs tile. The list shows invoice and credit note PDFs only, newest first. Type INV- followed by the invoice number in the filter above File name. Do not use Invoice no. or Booking no.: both stay at 0 for a combined invoice.

Key details

Documents are made in the background. Most buttons that produce a document do not wait for it. They add a job to a waiting line, and the app works through that line one job at a time. You get your confirmation message straight away, but the PDF and its email follow a little later. If making the PDF or sending the email fails, the app tries again. It waits a short while at first, then roughly doubles the wait each time, up to a whole day between tries. After the last try it gives up without telling anyone.

Every press makes a new job. Pressing a button twice does not replace the first job. The customer gets both, and the booking keeps both PDFs.

The envelope icon sends the file exactly as it is. It is the only route that sends immediately rather than joining the waiting line, and it never makes a new PDF. If the PDF itself is out of date, make a new one first: use Renew agreement for an agreement, then send the new row.

Worked example. Booking 24518 shows three Agreement rows: 10:02 Draft, 10:03 Official and 10:05 Official. The customer says the price on their copy is wrong. The price changed at 10:04, so the 10:05 row is the only correct one. Open it with the eye icon to confirm it shows the new total of €642.50, then send it with the envelope icon. The two older rows stay on the tab, and the customer receives only the file you chose.

What to do next: if the email never arrives, work through the Q&A below, starting with the first entry. To send an email with no document, or with your own attachment, see Send a customer an email from a booking.

Q&A

Why did the customer receive two deposit invoices for one booking? Deposit Invoice was pressed twice. Each press makes a new deposit invoice PDF and emails it, and both rows stay on the booking's Invoices tab. Tell the customer to use the newest one and ignore the other. Press the button once per request from now on.

Why did Deposit Invoice say Sent! when the customer received nothing? Sent! only means the job joined the waiting line. Unlike most other documents, this one is not retried if it fails. Open the Invoices tab, press Refresh, and look for a new Deposit Invoice row. If there is one, send it with the envelope icon. If there is none after a few minutes, press Deposit Invoice once more.

Why hasn't a document I sent this morning arrived yet? It may be waiting for a retry, or other jobs may be ahead of it in the line. Press Refresh on the booking's tab. If the PDF row is there, send it yourself with the envelope icon rather than pressing the original button again. That button would start a second job and send a second copy when the first one gets through. If there is no row after an hour, tell your administrator.

Why did a customer receive an invoice a day after it was made? The first attempts failed, and a later retry got through. The retries grow to as much as a day apart, so a late copy is expected after a failure. If you already sent the file yourself in the meantime, the customer now has two identical copies and does not need to do anything.

Which of several agreements on the booking is the valid one? The newest Official row. Sort the tab by Gemaakt op to find it. Draft rows are working copies made when the booking was confirmed. Older Official rows show what the agreement said at an earlier moment.

Can I delete an extra PDF? Only invoice and credit note PDFs, and only with the Company admin role. Open Financials, then PDFs. Use the column picker at the top right of the table to show the hidden Name column, then press the red bin icon on the row. The file is deleted at once, with no question and no undo. Deleting a PDF does not delete or credit the invoice itself. Agreement, form and quote copies cannot be deleted. Send the newest one and ignore the rest.

Why does a new copy appear in PDFs every time I press PDF on a combined invoice? The PDF button on an invoice looks for its saved file by invoice number, and combined invoice PDFs are saved without one. Instead of finding the file, it makes a fresh one. To open the saved file, use the eye icon under Aggregated invoices on the booking's Invoices tab.

Why does the eye icon under Aggregated invoices open nothing? That invoice was never turned into a PDF. Open the invoice from Financials → Invoices and press PDF, which makes one.

Why does the re-create icon on Issued invoices say Invoice already existing.? The icon (a cloud with arrows, next to the PDF icon on each row) only makes a PDF when the invoice has none. When it says Invoice already existing., the PDF is already on the Invoices tab. Press Refresh there. Do not use this icon on a combined invoice: it builds the invoice as if it belonged to this booking alone.

Why did the booking screen close when I clicked the envelope? That is how the (Re)send document screen opens. After Send or Cancel you are back on the list you opened the booking from. Open the booking again from Bookings → Overview.

What does "Something went wrong. Please try again..!" mean after pressing Send? The email service refused the email, and nothing was sent. Check that To holds a valid address, then press Send again. If you see the same message again, tell your administrator.

How can I check whether an email actually went out? A Company admin can open Admin → Communicator → Sent Emails. That list shows every email the app handed over for delivery, with To, Subject, Booking Number and Sent Date. If the email is listed there, it left the app. If the customer still cannot find it, ask them to check their spam folder.

Why is a re-sent PDF in the wrong language? The language is fixed when the PDF is made, and re-sending sends that same file. See Choose the language of a customer's documents and emails. Then make a new copy and send that one.

Related pages:

• Find the documents the app makes for a booking — what each document is and which button makes it
• Send an invoice to a customer — the first send of an invoice and choosing a template
• Confirm a booking — Resend confirmation email, which sends the confirmation again without a document row
• Send a customer an email from a booking — writing to a customer without a document from the list