Frequently Asked Questions

Check Invoice History to determine if the Extraction is still in progress or if it has failed.

During peak times, such as at the end of the month, invoices may experience delays in extraction due to high demand.

If multiple days have passed and your invoice still has not been processed then Contact Us. Make sure to let us know the invoice ID number (found in the ID field).

•   Invoice History

If you received your invoice as a flattened PDF file, meaning all text has been converted to an image and the text is not selectable, our Invoice Ripper system will be unable to extract the information automatically.

To handle flattened PDFs, you can upload the invoice using our image upload feature.
•   Upload an Invoice as an Image

Alternatively, you can request your supplier re-send the invoice in a digital format which contains selectable characters.

If these options are not viable for you, invoices can also be manually entered into the system.
•   Creating an Invoice manually

If a document with selectable text has come through with no extraction, it may be because it is an invalid document. Anything that is not an Invoice, Credit Note, or Statement, will not be extracted to avoid users accidentally processing and paying documents they shouldn't. 

All Stocktakes are considered to be completed as the first thing done on the date of creation. Basically, this means your Stocktake time is 12:00AM.

All Invoices, Credits, Sales and Wastage records made on the same day as your Stocktake are considered to have been carried out after the Stocktake.

Your User Authorities are controlled by your company administrator. To gain permission for access to specific pages or actions, please contact your manager for assistance.

You must log out and back in again for any User Authority changes to take effect. 

If the issue persists, try clearing your cache to remove any saved data in your browser that might be causing the problem.

•   Clearing your cache

If you have multiple venues in your account you may sometimes encounter an issue where you cannot see your outlets in the outlet hierarchy. This is usually solved by clearing your cache.

If this doesn't work, check your User Authorities to ensure you have the Database Jumper User Authority enabled. 

•   Modifying User Authorities
•   Clearing your cache

You must allocate the stock item to the receiving Outlet using the Databases > Requisition Stock Allocation button.

By allocating requisition stock to specific Outlets, you will ensure that those stock items are accessible for Purchase Orders at the chosen Outlets. This allocation also allows you to select these items when creating Requisitions.

•   Creating a Requisition Supplier - Requisition Stock Allocation

Clearing your cache can help resolve a lot of issues. If something looks strange or unexpected we recommend clearing your cache and refreshing your browser as a first step.

You can do this in Chrome by clicking the three dots in the upper right > Delete Browsing Data > Tick Cached Images and Files > Delete Data.

•   Clearing your cache

We recommend implementing the below general practices to mitigate possible contributing factors to system slowness:  

• • Consider archiving historical records to minimise the volume of data that the system needs to process and load on each page.
  • If you are attempting to generate a report with a date range larger than two weeks, this will involve processing large amounts of data and will take a while to load. If available, select the Send as email button for your report so that you can resume other tasks while waiting for the report.
  • Set the Admin > Settings > Default number of items per page to 50 or less.

• • Use the most recent version of Chrome. You can check this in Chrome by clicking the three dots in the upper right > Settings > About Chrome.
  • Establish a direct internet connection, as opposed to Wi-Fi. You can also perform a speed test while the issue is occurring to rule out connection issues. Simply search "speed test" on Google and click the Run Speed Test button. If your speed is lower than 15 megabits per second this will cause slowness. 
  • Experiment with disabling extensions and any firewall tools that may be in use when accessing this page - this will help determine if something is blocking the data from being retrieved.

If a Purchase Order has already been sent to your supplier, you will have to contact them directly with your Purchase Order number and request the cancellation.

Once the supplier has been notified, you can delete the Purchase Order from the system by accessing Stock > Purchase Order > Locate and select the order > Delete.

If your POS system is API enabled then you can re-import your own sales.

Re-import sales from Lightspeed, Square, Tabit, JensenPOS:
•   Navigate to the Integration page
•   Select your POS Integrator
•   Select the Settings Cog
•   Keep clicking Save + Continue until you reach the final page
•   Click Test Sales Transfer
•   Select the relevant date
•   Transfer to CTB

Re-import sales from Ordermate, MicroPower, SwiftPOS, NCR, Redcat:
•   Navigate to the Integration page
•   Select your POS Integrator
•   Select your Outlet to Configure (if required)
•   Confirm you are still connected by clicking Save and test connection
•   Select your Business Department
•   Click Test Sales Transfer
•   Select the relevant date
•   Transfer to CTB

If your POS System is not API enabled or the previous steps did not resolve the issue please Contact Us. Our Support Team can troubleshoot your connection and can request the files from your Point of Sale (POS) provider. Make sure to let us know who your POS provider is and include the affected sales dates, as well as an updated list of department codes if applicable.

A Supplier, Point of Sale (POS) system, or Accounting Platform can all be API enabled. If they are API enabled this basically means our website has the ability to connect to parts of their website directly.

For Suppliers, the main function is to enable Purchase Orders to be sent directly to their internal ordering systems, eliminating delays caused by email communication. 

For POS systems, it allows for the import of sales data on demand, removing the need for emailing sales files or manual Excel imports.

For an Accounting Platform this can allow invoices to be instantly exported to your Accounting Platform without the need for manual Excel exports.

If you have tried all of these common troubleshooting steps and the issue still remains, please Contact Us and we will help resolve the issue.