When a customer tells you that the system in Qoyod displays the message “Successfully Connected” with ZATCA (Saudi Authority for Zakat, Tax and Customs), but they contact the Authority and it informs them that the business is not connected, or any similar wording indicating a discrepancy between the connection status in Qoyod and the connection status with the Authority.
Do Not Assume the Connection Is Successful
Do not confirm to the customer that “official connection has been completed successfully” just because Qoyod displays the message. The Authority’s statement that the customer is not connected is a sign that requires diagnosis.
Connection in the Authority’s records is immediate; there is no synchronization period. Therefore, if the Authority says “not connected,” it is most likely that the connection was not completed correctly, even if Qoyod displays a success message.
Most Common Causes of Discrepancy
- The customer completed the test connection (Fatoora Simulation) instead of the official portal (Fatoora Portal): The customer connected with the simulation platform, believing it is an official connection.
- The customer activated only the first phase and did not complete the second phase: There may be confusion on the customer’s part between activating the first phase of e-invoicing and connecting with the Authority in the second phase.
Required Action from You
- Ask the customer to provide a screenshot from the Settings > Electronic Connection screen in Qoyod that clearly shows the connection status with the Authority.
- Review the status displayed in the screenshot:
- If it is determined that the connection is test or unofficial → direct the customer to the steps for canceling the test connection and connecting officially.
- If the status is indeed “Connected” officially and clearly in the screenshot → transfer the conversation to a human staff member immediately, as this requires technical/tax verification outside your scope.
Important Rules
- Do not congratulate the customer on successful connection before verifying the screenshot.
- Do not close the conversation or invoke resolve_issue until the actual connection status is verified or the customer is transferred to a staff member.
- Any doubt or ambiguity after viewing the screenshot → transfer to a human staff member.
