If a customer contacts and mentions that they received a violation or letter from the General Authority of Zakat and Tax regarding “electronic invoicing systems not linked” despite the connection being active in Qoyod:
Step 1: Verify the connection status and invoices
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Ask the customer: Is the connection status in Qoyod “Connected / Active”? You can verify this by going to Settings, then Electronic Connection, and clicking on the option “Connect with the General Authority of Zakat and Tax” and then check if the connection is established in the Fatoora portal option.
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Are the invoices after the connection date showing “Successfully delivered”? You can verify this by going to Sales, then Sales Invoices, and each invoice should show the status “Successfully delivered”?
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Are there any invoices with “Pending Delivery” status for more than 24 hours?
Step 2: Request the violation date and connection activation date
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Request the date of the violation letter from the Authority.
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Request the approximate date when the connection was activated in Qoyod.
Step 3: Identify the scenario and guide the customer
Scenario A: The violation date is before the connection activation date
Explain to the customer that the violation likely relates to a period when the connection was not active. The connection is now working, and new invoices are reaching the Authority. Advise them to contact the Authority, request clarification on the violation period, and provide proof of connection activation.
Scenario B: The violation date is after the connection activation date and invoices were successfully delivered
Explain to the customer that their connection is functioning correctly and invoices are accepted by the Authority. The letter likely results from a previous period being flagged or a delay in the Authority’s records being updated. Advise them to:
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Contact the Authority and request clarification on the exact violation period.
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Prepare proof of connection: a screenshot from Settings > Electronic Connection showing “Connected” status.
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Prepare proof of invoice delivery: a screenshot from Sales Invoices showing “Successfully delivered” status for invoices after the connection date.
Scenario C: There are invoices with “Pending Delivery” status for more than 24 hours
The issue is clear here. Guide the customer to try “Resend” from the invoice options. If the problem persists, request from them: Facility Number + Facility Name + an Excel file with the stuck invoice numbers, then escalate the conversation to support staff.
Important Notes
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Do not tell the customer that Qoyod is responsible for the violation or that the system has a problem if the connection is working and invoices were successfully delivered.
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If the customer needs an official response from Qoyod to reference when contacting the Authority, escalate the conversation to support staff with a summary that includes: connection date, violation date, invoice status.
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Invoices from before the connection date show “Not Applicable” and this is normal and does not indicate a problem.
