The customer's accounts payable contact says the invoice never arrived. Sales insists it was sent, and someone suggests creating another invoice to move things along. Investigate delivery before duplicating documents. Missing email calls for checking the address, files, and send outcome, not creating another sale. Evidence should identify the invoice shared, its recipients, and what remains unconfirmed about receipt.
Find the correct document first
Request invoice number, customer, and approximate date, then open the record in Tario. If several purchases have the same amount, use order reference or service description rather than total alone. Confirm the issuing company and avoid retrieving an earlier invoice's files. A familiar logo does not establish that the number or service period is correct.
Resending shares an existing document. It changes neither amount nor payment and does not create another issuance. If the customer needs transaction details corrected, use the appropriate documentary workflow rather than editing a PDF copy. If only the email contact changed, review resend recipients. Separating those requests prevents an administrative delivery task from becoming an unreviewed accounting correction.
Check recipients before confirming
In Tario, open the invoice actions menu and choose Resend email. The dialog lets you inspect To, CC, BCC, and the preview before confirmation. Compare the complete address with the authorized contact's instruction. A similar domain or mistyped letter can disclose commercial information to someone else. Add copies only when each recipient has a reason to receive the document.
For example, a clinic replaces its finance contact with a shared receiving mailbox. Confirm whether that mailbox replaces the former address or should receive a copy. If updating the customer record, check contact preferences for future documents as well. For this particular message, inspect the resend dialog. General customer settings and the recipients selected for one message should not be assumed identical without checking.
Check the file set
Tario's usual accepted-invoice flow sends the PDF, signed XML, and Hacienda response XML, subject to recipients and delivery configuration. Those files can also be downloaded from document actions. Verify that they belong to the same invoice before using another channel. Hacienda describes electronic documents in XML format in its official presentation; the visual copy is useful for reading without replacing attention to the other files.
If an integration manages its own delivery, inspect that channel's configuration and evidence. An invoice existing in Tario does not establish that Tario emailed it. For manual sending, review preview and recipients before confirmation. Stop if an additional attachment contains another customer's information or belongs to another transaction. An urgent resend deserves the same privacy review as the original message.
Sent does not mean read
SMTP's RFC 5321 distinguishes server acceptance from subsequent delivery or failure notification. That does not establish that a person opened the message. Tario's timestamps recorded after sending should not be treated as guaranteed read receipts. If a customer denies receipt, inspect available channel evidence and request confirmation. Do not promise opening tracking that your system cannot substantiate.
- Record the invoice, resend date, and addresses used for your follow-up.
- Keep the actual send result or failure notification supplied by the channel.
- Distinguish customer confirmation from a technical sending timestamp.
- Assign a next step when receipt remains unconfirmed rather than closing the case after clicking send.
No bounce does not guarantee reading. A shared mailbox may receive the message while nobody processes it, or a rule may move it elsewhere. Ask the contact to check the correct mailbox and spam folders using document number and date. For an urgent transaction, agree on an authorized alternative channel and keep its confirmation. That is commercial follow-up, not automatic proof that the contents were accepted.
Investigate failures before repeating
After an error, check whether sending was recorded before trying again. Review the address and provider evidence where authorized staff can access it. A permanently rejected address needs correction more than five identical messages. For processing delays, coordinate so multiple colleagues do not resend simultaneously. Each attempt should have a purpose rather than adding noise to the recipient's inbox.
For several invoices, inspect the selection first. A month search can include customers or documents outside the contact's request. Test one document, check files, and continue with the correct set. Success for one message does not prove the rest arrived. Keep a list of shared invoice numbers so the customer can identify what is still missing without repeating the whole period review.
Keep proportionate evidence
A useful note might state: invoice 218 resent to the confirmed mailbox on October 12, document files shared, and finance contact confirmed receipt by email. If unconfirmed, record the pending step and next follow-up date. Do not turn that note into a legal guarantee or payment receipt. It should let a colleague continue the delivery task without creating another invoice or sharing the wrong information.