Equip yourself with the knowledge your clients need.
Be ready to handle absolutely any question thrown at you when you’re introducing your prospects to iCompleat with this handy list of FAQs. We’ve covered all of the popular questions that prospects raise with Partners – from data capture and invoice processing queries, to questions about automating approvals, setting up approver alerts, using reports, and integrating with a finance system. If they want to know about it, it’s on this list!
Make sure you check out our Client qualification guide so that you can carry out the most effective assessment of your client’s business requirements.
Data capture FAQs
Is the e-invoicing email address the only way to get invoices into the system?
Yes, and those emails can come from multiple sources. For example, if you receive invoices to an individual email address, you can simply forward them to the e-invoicing email address for your account so they can be processed.
Alternatively, you can set up an auto-forward rule* for all invoices received into a current invoices mailbox. This means that they will be sent directly to the e-invoicing email address for invoice processing without you having to manually forward them.
However, it’s best practice to give your e-invoicing email address to your suppliers so that they can send invoices directly into the system.
*Clients will need to notify you and iCompleat when they set up auto forward. This will speed up invoice processing as our technology will be able to detect the supplier who originally sent the invoice.
What invoice document formats are accepted?
Accepted formats include:
Anything received in an incorrect format will be automatically rejected to a designated email address chosen by each customer during system setup.
Compleat Capture can’t currently process files in jpg/jpeg, PNG, and other photograph formats.
How does the system check for duplicates?
The system extracts the invoice number provided by the supplier from every invoice received. It then cross-references this number against all other transactions in the system to ensure it’s unique. If it’s not unique, the system can be set up to notify your AP user via a warning in the system, or an error message against the invoice.
How long does it take for invoices to arrive in the system?
Invoices received directly from known suppliers, or via email auto forward, will appear in iCompleat almost immediately. However, invoices can take around two working days to arrive under other circumstances.
How long do you hold invoice data in the system for?
Providing you have an active subscription, your data will be held in the system for up to seven years in line with HMRC record keeping regulations. If you choose to discontinue your use of the software, arrangements can be made for your data to be retrieved.
Invoice processing FAQs
How would a user flag that an invoice is under query?
An AP user managing the Unprocessed tray might flag an invoice as under query using the notes and symbols function available for each transaction.
An approval user could flag an invoice as under query in the same way if they want to keep it in their Awaiting approval tray. They could also deny the invoice, which will send the invoice back to the Denied tray where AP can review it and take the appropriate action, such as re-coding the invoice, re-submitting it to a different approval workflow, or deleting it.
Can you automate invoice coding based on criteria other than who the supplier is?
Yes. The Manage Events area within Configuration lets you create defaults based on lots of different criteria. For example, a word or phrase contained in the invoice line item description could determine the account code or another analysis code for that item. By building these defaults, individual invoices can be automatically coded differently at line level based on your chosen criteria, delivering the highest level of automation possible.
How are invoices matched to orders?
When the system receives an invoice to a customer’s e-invoicing email address, it automatically captures the invoice data to match it against all orders raised within iCompleat. The system matches the invoice to an order based on the supplier, order number, and invoice amount.
Multiple invoices can be matched against one order number, and both transactions are flagged as partially matched. When the final invoice arrives, the order status updates to fully matched. Each invoice in this scenario would be processed individually as a part match against the original order.
What happens if an invoice arrives for a new supplier that’s not in my accounting software?
The invoice will sit in the Unprocessed tray, where an AP user has the option to create the supplier within the finance system from within iCompleat, providing the system has been configured to allow this. Alternatively, you can add the new supplier to your finance system directly and cache the data through into iCompleat. The supplier can then be mapped to the invoice within the system, and used along with all other suppliers.
How can I get my Amazon Business invoices sent directly to the system?
You can simply add your e-invoicing email address to your Amazon Business account.
Order processing FAQs
Is there a transaction credit charge per order raised?
There’s no separate cost associated to raising purchase orders. Transaction credits relate to the data capture and processing of invoices only.
What is an order layout?
An order layout is a template created within the system to give users variable requirements when they raise a purchase order. For example, you might like to make it mandatory that users fill in a ‘justification comment’ box before they can submit their draft order for approval.
Does the system remember previously input line items on orders?
There’s currently no catalogue or machine learning feature within the order section, so line item information will need to be keyed in for each new draft order. However, for regular orders or items, users can use the order duplicating feature to speed up the process of raising orders.
Do all orders need to be submitted for approval?
All draft orders need to be submitted to an approval workflow, except for orders raised using integrated online buying (iCompleatBuy), which can be configured to require no approval. For all all other draft orders, approval workflows can be configured with a value threshold so that they’re automatically approved.
Do orders have to be submitted directly to suppliers via email?
Purchase orders can be automatically sent to a preferred email address when fully approved, which can be either the supplier email address cached through from the finance system, or another email address of your choosing. If you’ve chosen to send the order outside of iCompleat for any reason, you can also manually mark the PO as ‘issued to the supplier’ within iCompleat to ensure the order record is up to date.
Do you have to code orders?
No, codes can be removed from the order layout. Invoices related to these orders will then drop into the Unprocessed tray for AP to apply coding, or you can set default coding so that related invoices will be automatically coded.
Can I attach supporting documents to my order?
Yes, you can attach documents to a draft order in iCompleat. When you attach a document, you can allocate the type of attachment, such as quotation or email confirmation. These additional documents will be visible to all approvers, and will remain part of the order record once it has been approved. These attachments are for internal record keeping only, and won’t be issued to the supplier with the fully approved PO.
Can I add my own delivery address when raising an order?
Yes, you can switch on the option with a purchase order layout that allows users to manually override the default delivery address when they’re raising an order. If this option is turned off, then the only available option will be the delivery address held against a supplier either in the integrated finance system, or stored within iCompleat.
Can you set approval limits and thresholds?
Yes, you can set approval thresholds based on the net value of a transaction. A threshold can be set against an individual user which will apply for any workflow they’re part of, or against individual workflow steps or approval groups. For example, if John has an approval threshold of £2,000, he’ll only receive transactions to approve with a net value of £2,000 or more for any active approval workflow he’s part of.
How does an approver know they have a transaction to approve?
Once the transaction has been submitted to an approval workflow, it will trigger an email notification to the approver letting them know there’s a transaction awaiting their approval. Clicking a link in this email will take them directly to their login page so that they can review and approve the transaction. They can also download the free iCompleat mobile app for iPhone and Android to approve on their mobile.
An alternative to individual approver emails is the approver daily report option. This is a single daily email sent to approvers listing all transactions that have arrived and require their approval.
Can you set approval criteria based on accounting codes?
Yes, iCompleat workflows can be set up to route transactions dynamically. Workflow steps or groups can be given ‘conditions’, which can include accounting codes at header or line level. iCompleat will only send a transaction to this approval step or group if the transaction has been coded to the accounting code(s) specified in the condition.
Do we have to enable the approval workflow element to use iCompleat?
You can decide to what extent you want to enable workflows. However, they’re a standard feature within the system, and we recommend customers take advantage of them!
In its simplest form, the system enables invoices to be captured, coded, and authorised by Finance for posting in the accounting software without approval from other departments and users. However, invoice approvals are typically used by customers to ensure the business is happy with the goods or services before the invoice is approved, posted, and, paid.
Purchase order workflows are typically used by customers who want greater control and compliance over their purchasing. But again, these are not compulsory, and workflows can be configured to enable ‘self-approval’ up to a certain value limit.
What’s more, Amazon Business purchases place using integrated online (iCompelatBuy) can be sent automatically without needing approval from a workflow.
Can an order or invoice coded to multiple accounting codes go to multiple approvers at the same time?
Yes, approval workflow steps can be given ‘conditions’ which determine the approval route based on the accounting codes allocated to the transaction.
iCompleat offers simultaneous approvals, which means a transaction can be sent to multiple approvers or approval groups at the same time. This type of approval setup can also be condition-based. When approved by all steps in the workflow that include the condition, the order or invoice will either move to the next approval step, or be fully approved.
Can you schedule email reminders for approvers?
Yes, approval nudges can be configured to re-notify an approver via email after 24 hours, 48 hours, or 72 hours. There’s also the option to configure a notification to be sent to another specified user after a 72-hour period.
Can you restrict a user’s access to other departments’ or teams’ transactions within reports?
Yes. When configuring users, you can choose whether that user has universal access to transactions in reports. Without this feature switched on, a user will only see transactions in their reports that they’ve been involved with in some way.
Can I run a report on which invoices have/have not been paid?
No. However, if enabled as part of system setup, you can review the payment status of a transaction by opening the original invoice record and reviewing its Approval Timeline, or select to get payment detail for that invoice in real-time.
Are reports customisable?
No, however you can search and filter within each report, as well as export the data to PDF or excel for additional uses outside of the system.
For more detail on individual reports and their purpose, please see our Help Centre Reporting guide.
How does the real-time integration work?
iCompleat automatically caches reference data from your finance system so that it can be used for processing orders and invoices in iCompleat. This includes data such as suppliers, accounting codes, analysis codes, currency codes, and VAT rates.
iCompleat automatically transfers approved invoice data to the finance system for payment, eliminating the need for any data entry by finance.
What is the ‘Posting failures’ tray, and why might an invoice go there?
The ‘Posting failures’ tray within the ‘Manage invoices’ area is where fully approved invoices go if iCompleat if iCompleat is unsuccessful in posting them to your integrated finance system. This tray is only available to users with allocated permission, and it allows them to review the posting failure reason before attempting to repost the transaction.
There are limited reasons why an invoice might fail to post, so it’s rare that they drop into this tray. One example would be if you only allow posting in open periods in your finance system, and you attempt to post in a closed period. In this example, the invoice would drop into the posting failures tray for AP intervention.
How does the system know what codes I’m using in my accounting software?
Through two-way integration, data such as codes and supplier information will be cached through on a daily schedule. If you’ve added a new code in your accounting software and need it be available within iCompleat immediately, then you can manually cache to pull the code through. Customers using the Universal Connector must maintain their data manually in the Reference Data area of the system.
What will the system post to my accounting software?
Please see our iCompleat Integration Flow Charts for this information, as it can vary slightly depending on which accounting software we integrate with.