FAQ and Support

Overview

  • We provide documentation covering installation and usage.

  • We respond to your questions as fast as possible.

  • We dont provide refund for the extension after purchase, so confirm before purchase. Please ask any question before purchase!

  • Any custom work including setup, installation and extension (that might require skilled hours) are not free. You can hire us for this.

  • We are always ready to fix any confirmed detected bug.

  • You are required to have been registered on PEPPOL and have Access Point Provider.

Specific FAQ

General Questions

Q: What is PEPPOL and why do I need it? A: PEPPOL (Pan-European Public Procurement On-Line) is a standardized electronic document exchange network. It's mandatory for B2G transactions in many EU countries and increasingly required for B2B transactions.

Q: What Perfex CRM version is required? A: Perfex CRM version 3.1.* or higher is required.

Q: Do I need a PEPPOL provider account? A: Yes, you need an active account with a PEPPOL access point provider to send and receive documents via the PEPPOL network.

Technical Questions

Q: Which document types are supported? A: The module supports invoices and credit notes. Purchase orders and other document types may be added in future versions.

Q: What PEPPOL providers are supported? A: The module includes built-in support for Ademico provider. Additional providers can be added through the provider development framework. You can reach out for quote to implement your provider.

Q: What happens if a document send fails? A: Failed documents are marked with SEND_FAILED status. You can view error details in the document management section and retry sending after fixing the issue.

Configuration Questions

Q: How do I find my customer's PEPPOL identifier? A: Ask your customers directly, check their official documents, or use PEPPOL directory services to search for registered participants.

Q: What PEPPOL scheme codes should I use? A: Common schemes include 0208 (Norwegian organization number), 0007 (Swedish organization number), 9956 (Belgian enterprise number). Check with your provider for specific requirements.

Q: Can I test before going live? A: Yes, most providers offer sandbox environments for testing. Configure your provider in sandbox mode first.

Expense Management

Q: When can I create expenses from received documents? A: Only from FULLY_PAID invoices and ACCEPTED credit notes. The document must be received from an external party.

Q: How are expenses created from received documents? A: The system extracts available information from UBL content and pre-fills expense forms. You can review and modify the details before creating the expense.

Q: What information is extracted for expenses? A: The system extracts amounts, dates, vendor information, and other available data from the UBL document content.

Troubleshooting

Q: Why don't I see PEPPOL options for a customer? A: Ensure the customer has valid PEPPOL identifier and scheme configured in their profile (custom field tab).

Q: What if my provider connection test fails? A: Check your API credentials, ensure network connectivity, and verify with your provider that your account is active.

Q: Can I resend failed documents? A: Yes, you can retry sending failed documents after fixing the underlying issue.

Support Information

Getting Help

  • Documentation: This comprehensive documentation covers installation, configuration, and usage
  • Provider Support: Contact your PEPPOL access point provider for network-related issues
  • System Logs: Check PEPPOL logs in the admin interface for detailed error information. You can also check the Perfex log files.

What We Provide

✅ Complete installation and configuration documentation ✅ Usage guides with screenshots and examples
✅ Provider development framework documentation ✅ Bug fixes for confirmed issues ✅ Necessary Regular updates and improvements

What Requires Additional Service

⚠️ Custom provider development ⚠️ On-site installation and setup ⚠️ Custom integration with third-party systems ⚠️ Advanced configuration consulting

Before You Purchase

Please review the documentation and ask any questions before purchase. We want to ensure the module meets your specific requirements.

Reporting Issues

When reporting issues, please include:

  1. Perfex CRM version
  2. PHP version
  3. Error messages from logs
  4. Steps to reproduce the issue
  5. Provider information (if relevant)

Best Practices for Support

  1. Check Documentation First: Most questions are covered in this guide
  2. Review Provider Settings: Many issues relate to provider configuration
  3. Test in Sandbox: Always test configuration changes in sandbox mode
  4. Keep Backups: Maintain backups before making system changes
  5. Monitor Logs: Regular log monitoring helps identify issues early

Contact Information

For technical support beyond the scope of this documentation:

  • Email: https://codecanyon.net/user/ulutfa
  • Provider Issues: Contact your PEPPOL access point provider directly
  • PEPPOL General: Visit official PEPPOL community resources

Response Times

We strive to respond to support requests within 24-48 hours during business days. Complex technical issues may require additional time for investigation and resolution.