How To Respond to Customer’s e-Invoice Rejection Request submitted via QNE E-Invoice Request Portal

Overview:

In QNE AI Cloud Accounting, once an e-Invoice has been validated and successfully submitted to LHDN, the recipient (your customer) has the right to submit a rejection request if necessary. If a customer rejects an e-Invoice due to reasons such as incorrect amounts, wrong details, or duplicate billing, you will receive a rejection notification in your system.

This article explains how to respond to your customer's rejection request for any validated e-Invoice documents, ensuring that your records remain accurate, compliant with LHDN regulations, and ready for correction and resubmission.

Scenario:

The customer has validated an e-Invoice via the QNE E-Invoice Portal. However, after 2nd checking, the customer found that there is a pricing error on the invoice. He proceeded to submit a rejection request via the QNE E-Invoice Request Portal for the already validated e-Invoice to you.

You’ve received the rejection status notification within QNE AI Cloud Accounting. You may review the request and choose to accept or reject the rejection request (from your customer) directly from the system, saving time and effort on customer communication. 

Solution:

1. From the Navigation screen, go to e-Invoice and select Rejection Requests.                                          
2. You should see the menu for e-Invoice Rejection Request.                                                                                                                 

   This is the platform for you to visit all rejection requests that your customers have requested for validated e-Invoice documents via QNE e-Invoice Request Portal.

   
   

   You may visit the following link to understand the flow on how your customer can request to reject a validated e-Invoice via QNE e-Invoice Request Portal:

   How My Customer Can Request To Reject A Validated E-Invoice

                                                                                                                                                    
3. There are four (4) ways for users to view rejection requests received.                                                         - Notification received via email                                                                                                                                                                                                                                                                                       - In-app Notification.                                                                                                                                                                        - Ribbon display within the rejected document                                                                                                                                                                       -   Listed in the e-Invoice Rejection Requests                                                                                                                    
4. The e-Invoice Rejection Requests act as a centralized platform for all rejection requests received via the QNE e-Invoice Request Portal. Different tabs on the page indicate the status of the rejection requests received: 
5. To respond to a rejection request, go to the Pending tab to view the list of received rejection requests. In the listing here, user may view the Rejection Reason provided by the customer for each request.
6. Clicking on the Doc Code will navigate the user to the exact transaction, which helps the user to assess whether the request is valid or not.
7. After assessing the document, select the document. You may also select multiple documents at this stage to perform batch action. 
8. There are two (2) scenarios for the rejection request:                                                                                   - Click Accept to approve the rejection request for the selected document(s):  As the rejection request is accepted, the document will be and a Cancellation request will be sent to MyInvois System to cancel this particular e-Invoice at the same time.   Upon cancellation, the user can clone the document with a new running number if necessary: apply the required changes and submit the newly generated document to be validated.                                                                                                                                                                                                            - Click Decline to reject the cancellation request of the selected document(s): The e-Invoice will stay as a Validated e-Invoice after the rejection request is being declined.    By following these steps, your organization maintains control over the rejection process and supports a compliant e-Invoicing workflow under Malaysia's LHDN guidelines.