Troubleshooting

An order got no invoice

1. Is its status ticked? Invoices are issued when an order reaches a status under WooCommerce → Folioline → Documents → Issue invoices at (Processing and Completed to start with). An order On hold or Pending payment gets one once it's marked paid, unless you tick those statuses too.
2. Is the total zero? With Free orders ticked, orders with a total of zero get no invoice.
3. Was it already at that status before Folioline was active? Invoices are issued when the status changes. For older orders, and orders paid while Folioline was deactivated, use Issue invoices from Bulk actions on WooCommerce → Orders.
4. Does custom code stop it? A developer's folioline_wants_invoice filter can keep orders from getting an invoice automatically.

Whatever the reason, Issue invoice in the order's Documents box issues it now. If issuing fails, the order screen shows why, and the reason is logged under WooCommerce → Status → Logs (source folioline).

A refund got no credit note

• The refund has no money back (a refund of 0): there's nothing to credit.
• The order has no invoice yet. Its credit notes follow once it gets one.
• Credit notes is off under WooCommerce → Folioline → Documents.

Use the Issue credit note for the refund of … button in the Documents box. See Credit notes.

VAT isn't taken off for a business customer

Check the line under the checkout totals, or the VAT box on the order:

• "your business is in the same country as the shop": domestic sales are never reverse charged, even with a valid number.
• "from another country than the billing address": the number must belong to the billing country. A German number with a billing address in Austria charges VAT.
• "isn't valid in the EU VAT number check (VIES)": VIES doesn't know the number. Ask the customer to check it at the European Commission's VIES website; a newly registered number can take a few days to appear.
• "doesn't have the right format for its country": a typo, or a missing country code (FR40303265045, not 40303265045).
• "couldn't be checked right now, so VAT is charged": VIES was down and When VIES is down is set to Charge VAT. Folioline checks again after the order; the order's totals don't change.
• No message at all: the billing country is outside the EU, your store address (WooCommerce → Settings → General) isn't in the EU, or VAT number field is off.

Also check that the products are taxed in WooCommerce: Folioline only takes off VAT that WooCommerce charges.

VAT was taken off, but the number turned out invalid

If VIES was down at checkout and When VIES is down is set to take VAT off, a later check may find the number invalid. The order note says so; the totals stay as they were. Check the number with the customer, and decide with your accountant whether to correct the invoice (see Credit notes). To avoid it, choose Charge VAT, then check the number again later.

A PDF is missing or won't open

• "PDFs can't be made on this server: PHP is missing the … extension": ask your host to turn on the PHP extensions gd, mbstring and zlib. Invoices are still issued and numbered meanwhile; their PDFs are made once the extensions are there.
• "Folioline could not create its folder in uploads": the uploads folder isn't writable. Your host can fix the folder permissions of wp-content/uploads.
• "The PDF library is missing from the plugin folder": the plugin's files are incomplete. Upload folioline.zip again under Plugins → Add New Plugin → Upload Plugin and choose Replace current with uploaded.
• "The link has expired": download links on a page that has been open a long time stop working. Reload the page.
• "Log in to download your documents": My Account downloads need the customer to be logged in. Guests get their documents as email attachments.

If emails arrive without the PDF, the reason is logged under WooCommerce → Status → Logs (source folioline).

An e-invoice file can't be made

The download, the email log or the ZIP's errors.txt says what's missing. The usual ones:

Message	Fix
XRechnung needs the seller's phone number and email address.	Fill in Phone and Email on the Seller tab.
XRechnung needs the store address's city and postcode. / … the customer's city and postcode.	Complete the store address under WooCommerce → Settings → General, or the order's billing address.
Peppol needs the seller's Peppol ID…	Fill in your VAT ID, or have a developer set your Peppol ID with the folioline_electronic_address filter (see Hooks).
Peppol needs the customer's Peppol ID…	The customer gave no VAT number. Peppol is for business customers; use another format for consumers.
The seller needs a VAT ID or tax number.	Fill in VAT ID or Tax number on the Seller tab.
Reverse charge and intra-Community sales need the customer's VAT number.	The order has no VAT number.
The document mixes sales outside the scope of EU VAT with other tax categories…	One order sold services outside the EU together with other items. Invoice them separately.

The invoice is in the wrong language

An invoice is made in the language WordPress was using when it was issued: your site's language (Settings → General → Site Language) for orders paid at checkout, or the language in your own profile when you issue it from the admin, for example by changing the order's status or clicking Issue invoice. Issued invoices keep that language.

Still stuck?

Deactivate other plugins one at a time to rule out a conflict, then contact us with what you expected and what happened instead.