Error messages in Zuora Revenue

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the CV Eligible Flag is populated correctly

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure Customer Name is populated

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure Line Item Number is populated

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the billing transactions in the source system to ensure Invoice Qty is populated

• Re-send the transactions to ZR

Misspelled currency code

• Correct the currency code in the source system

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

New currency code

• Add the currency code in the system

• Re-collect the transactions

Note: See Configure currency format for the setup.

Incorrect decimal points sent from the source system

• Correct the rounding in the source system

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Incorrect rounding set up in the system

• Adjust the rounding in the system

• Re-collect the transactions

Note: See Configure currency format for the setup.

Incorrect Functional Ex Rate from the source system

• Correct the transactions in the source system to ensure the Functional Ex Rate is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Either Transaction Currency or Functional Currency is not correct

• Correct the transaction in the source system to ensure correct currency code is populated

• Delete the errored transactions line from the inbound data

• Resend the transactions to ZR

Incorrect Global Ex Rate from the source system

• Correct the transactions in the source system to ensure the Global Ex Rate is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Incorrect Functional Currency from the source system

• Correct the transactions in the source system to ensure the Functional Currency is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Incorrect Credit Rule

• Correct the transactions in the source system to ensure the Credit Rule is populated correctly. Valid values for Credit Rule are P, L, F or blank.

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Missing Start Date on the credit memo

• Correct the transactions in the source system to ensure the Start Date is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

• Correct the transaction in the source system to ensure the dates are populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

• Correct the transactions in the source system to ensure the dates are populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

• Start Date is always required

• If Duration is specified on the transaction, End Date is not needed. The system calculates the End Date based on the Start Date plus Duration.

• If both Start Date and End Date are specified on the transaction, Duration is not needed. The system calculates the Duration based on the dates.

• If Start Date, End Date and Duration are all specified on the transaction, the system ignores the specified End Date and calculates the End Date based on the Start Date plus Duration.

For the impacted transaction,

• Delete the errored transactions from the inbound data

• Correct the transaction in the source system to ensure the dates are populated correctly

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transaction in the source system to ensure the Deferred Segments are populated

• Re-send the transactions to ZR

Missing segments

• Correct the transactions in the source system to ensure the Revenue Segments are populated correctly. 

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Invalid segment delimiters (e.g. comma, colon or vertical bar)

• Delete the errored transactions from the inbound data

• Correct the transaction in the source system to ensure the Revenue Segments are populated

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transaction in the source system to ensure Orig SO Line ID is populated

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transaction in the source system to ensure the Invoice Number is populated

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transaction in the source system to ensure the Invoice Line ID is populated

• Re-send the transactions to ZR

Missing segments

• Correct the transactions in the source system to ensure the Cost Def Segments are populated correctly. 

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Invalid segment delimiters (e.g. comma, colon or vertical bar)

• Delete the errored transactions from the inbound data

• Correct the transaction in the source system to ensure the Cost Def Segments are populated

• Re-send the transactions to ZR

Missing segments

• Correct the transactions in the source system to ensure the Cost Rev Segments are populated correctly. 

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Invalid segment delimiters (e.g. comma, colon or vertical bar)

• Delete the errored transactions from the inbound data

• Correct the transaction in the source system to ensure the Cost Rev Segments are populated

• Re-send the transactions to ZR

Incorrect Cost Func Ex Rate from the source system

• Correct the transactions in the source system to ensure the Cost Func Ex Rate is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Incorrect Cost Currency from the source system

• Correct the transaction in the source system to ensure correct currency code is populated

• Delete the errored transactions line from the inbound data

• Resend the transactions to ZR

Incorrect Cost Global Ex Rate from the source system

• Correct the transactions in the source system to ensure the Cost Global Ex Rate is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Incorrect Functional Currency from the source system

• Correct the transactions in the source system to ensure the Functional Currency is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Misspelled currency code

• Correct the currency code in the source system

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

New currency code

• Add the currency code in the system

• Re-collect the transactions

Note: See Configure currency format for the setup

Incorrect decimal points sent from the source system

• Correct the rounding in the source system

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Incorrect rounding set up in the system

• Adjust the rounding in the system

• Re-collect the transactions

Note: See Configure currency format for the setup

P

Prorate

L

Last in first out

F

Fixed Duration

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the Credit Rule is populated correctly

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the Credit Rule is populated correctly

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the Unbill Flag is populated correctly

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the Term is populated correctly

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure Customer Number is populated

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the FV Eligible Flag is populated correctly

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the SOB ID is populated correctly

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the Ext Sell Price is populated correctly

• Re-send the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the Ext Sell Price is populated correctly

• Re-send the transactions to ZR

Missing segments

• Correct the transactions in the source system to ensure the Rev Offset Segments are populated correctly. 

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Invalid segment delimiters (e.g. comma, colon or vertical bar)

Missing segments

• Correct the transactions in the source system to ensure the Def Offset Segments are populated correctly. 

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Invalid segment delimiters (e.g. comma, colon or vertical bar)

Incorrect Credit Rule

• Correct the transactions in the source system to ensure the Credit Rule is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

Missing End Date on the credit memo

• Correct the transactions in the source system to ensure the End Date is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

• Correct the transactions in the source system to ensure the Contract Modification Date is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

• Correct the transactions in the source system to ensure the exchange rate is populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the Duration is populated correctly

• Re-send the transactions to ZR

• Correct the transaction in the source system to ensure the FV Date are populated correctly

• Delete the errored transactions from the inbound data

• Resend the transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the Ordered Qty is populated correctly

• Re-send the transactions to ZR

Enable

• Start Date is always required

• If Duration is specified on the transaction, the End Date is not mandatory. The system calculates the End Date based on the Start Date plus Duration.

• If both the Start Date and the End Date are specified on the transaction, the Duration is not mandatory. The system calculates the Duration based on the dates.

Disable

• Start Date is always required

• If Duration is specified on the transaction, End Date is not mandatory. The system calculates the End Date based on the Start Date plus Duration.

• If both Start Date and End Date are specified on the transaction, Duration is not mandatory. The system calculates the Duration based on the dates.

• If Start Date, End Date and Duration are all specified on the transaction, the system ignores the specified End Date and calculates the End Date based on the Start Date plus Duration.
  
  This error is not applicable when the validation rule is disabled.

For the impacted transaction,

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system based on the requirements specified above

• Re-send the transactions to ZR

Functional Ex Rate

When Transaction Currency and Functional Currency are different

For example, transaction currency is CAD and functional currency is USD

Global Ex Rate

When Functional Currency and Reporting Currency are different.

For example, functional currency is USD and the reporting currency is EUR

Reporting Currency is set up under profile REPORTING_CURRENCY. Navigate to Setups > Application > Profile to view the setup.

The new exchange rate on the SO update line is not valid

• Delete the errored-out event record from inbound data

• Correct the exchange rate in the source system

• Resend the SO update line to ZR if needed

The new exchange rate on the SO update line is valid

• Manually defer the revenue

• Re-collect the SO update line

• Manually release the revenue

Note: The functional balance of the previously recognized revenue will be reversed via the manual deferral. Upon collection of the SO update line and manual revenue release, the functional revenue balance will be scheduled based on the new rate and cumulative catch up of the functional revenue balance is expected in the current period. 

The CV Eligible Flag on an SO update line is not valid

• Correct the transaction in the source system to ensure the flag is populated correctly

• Delete the errored SO update line from the inbound data

• Resend the SO update lines to ZR if needed

The CV Eligible Flag was incorrect in the system. The SO update line is to correct the flag

• Switch the allocation from prospective to retrospective

  • In the RC, navigate to Allocation Management > Unfreeze > Switch

• Re-collect the transactions

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the currency is populated correctly

• Re-send the RORD transactions to ZR

• Delete the errored transactions from the inbound data

• Correct the transaction in the source system to ensure the RORD dates are populated correctly

• Re-send the RORD transactions to ZR

ESP on RORD line is not correct

• Reverse or cancel the RORD in the source system

• Delete the errored transactions from the inbound data

• Re-send new RORD lines with the correct ESP

NSP in the system is incorrect due to previously consumed CM, CM-R or RORD

Suppose the previous consumed transactions are incorrect, resulting in an incorrect Net Sell Price in the system. In that case, it is recommended that the ESP on the current RORD transactions be updated to adjust the revenue contract to the desired Net Sell Price.

The SO lIne  has an Extended Selling Price (ESP) of $1000, and the invoice line is -$200.

If the SO has a positive ESP, the invoice line must be a positive value.

• Identify the root cause of opposite signage 

• Reverse the transaction in the source system

• Resend a new transaction with the correct signage to ZR 

• Delete the errored transactions from the inbound data

The SO Line has an ESP of -$1000, and the invoice line is $200.

The invoice line must be a negative value if the SO has a negative ESP.

The SO lIne  has an Extended Selling Price (ESP) of $1000, and the invoice line is -$200.

If the SO has a positive ESP, the invoice line must be a positive value.

• Identify the root cause of opposite signage.
• Reverse the transaction in the source system
• Resend a new transaction with the correct signage to ZR 
• Delete the errored transactions from the inbound data.

The SO Line has an ESP of -$1000, and the invoice line is $200.

The invoice line must be a negative value if the SO has a negative ESP.

Block

The system will display an error if the special characters are not removed

Raw

The system will accept the special characters and process the file

Sanitize

The system will remove the special characters and process the file

SO1.1

HW

1000

600

0

SO2.1

SW1

500

200

0

SO3.1

SW2

500

200

0

Total

700

400

0

The second-level identifier field is mapped incorrectly in the profile.

Complete the following steps to review if the second-level identifier is configured correctly:

• Navigate to Setups > Application > Profiles and search for the LVL2_ALLOC_IDENTIFIER profile
• Hover the mouse above the LVL2_ALLOC_IDENTIFIER line
• Click the edit icon
• Review the System Level Value field to see if your configuration is accurate
• Change the configuration if needed
• Reallocate the revenue contract

The second-level identifier field is mapped correctly, but the identifier field is missing from the transaction.

• Identify why the identifier field is not populated
• Reverse the transaction in the source system
• Resend a new transaction with accurate values to ZR for processing

The transaction is sent incorrectly with the CV Eligible LVL2 Flag as Y. Second-level allocation is not expected in this scenario. 

• Identify the root cause of the incorrect flag
• Reverse the transaction in the source system
• Resend a new transaction to ZR with the correct flag for processing

The percentage of the allocation is sent incorrectly

• Review the Lvl2 Allocated Percent field within the second-level allocation group and identify the root cause of the incorrect percentage in the source system
• Reverse the transaction in the source system
• Resend a new transaction with correct values to ZR for processing

A second-level allocation eligible line is not processed due to an error in inbound data.

• Identify the errored second-level allocation eligible line  in the inbound
• Review and resolve the errored transaction in the inbound data
• Re-collect the transaction to populate the second-level allocation

The SSP template is not active for the current period

Each template has a start date and end date. Confirm the dates on templates related to the impacted transactions and ensure they are still active for the current period.

• If the templates are incorrectly ended:
  • Update or clear the end date
  • Re-allocate the revenue contract

When the template is reactivated, this update may impact other transactions.

• If the templates are ended correctly:
  • Create a new template
  • Re-allocate the revenue contract

ZR considers a period or an extra space an exception, resulting in an SSP error. 

The values to define the SSP grouping are not valid or do not exist

For each attribute used for SSP determination, you must define the expected values for ZR to look up the SSP

• Review the values specified in the SSP template. Confirm and match the values in the transactions to the SSP template.
• If the values do not exist or are misspelled in the template, insert the end date to deactivate the impacted SSP template
• Copy the previous SSP template and set a new start date
• Add or correct the values in the template.
• Reallocate the revenue contract

ZR considers a period or an extra space an exception, resulting in an SSP error. 

Incorrect configuration in Zuora Billing for a parent charge.

The Exclude item booking from revenue field in Zuora Billing is configured as Yes for a parent charge resulting in the parent charge not being synced to ZR.

• Update the Exclude item booking from revenue field in Zuora Billing for the parent charge
• Contact the Zuora support team to re-sync the parent charge to ZR

The parent and discount charges should be excluded from ZR.

The Exclude item booking from the revenue field in Zuora Billing is incorrectly configured to No for a discount charge and synced to ZR.

• Update the Exclude item booking from revenue field in Zuora Billing for the discount charge
• Delete the discount charge from the inbound

The parent charge line has not been processed due to other errors.

Use Parent Charge Num and Parent Charge Segment to identify the parent charge line in the inbound. Both parent and discount charges have the same values in both fields. 

• Identify the error on the parent charge line in the inbound 
• Review and resolve the errors on the parent charge
• Re-collect both parent charge and discount charge

The parent charge line from the source system is missing.

Technical errors have caused the parent charge line not to sync to ZR.

• Contact the Zuora Global Support to re-sync the parent charge to ZR  

The SO cancellation line is not valid 

Incorrect cancellation sent from the source system

• Review and investigate the intent of the cancellation from the source system If the SO line in ZR still has the outstanding billed quantity 
• Delete the errored SO cancellation record from the inbound data
• Correct the booking in the source system

The SO cancellation line is valid, but the billed quantity is not fully canceled

See example below

• Identify why the billed quantity on the SO line in the system is not offset to zero
• Generate the credit memo (CM-C) to ZR
• Collect the SO cancellation

SO

SO123-1

10

INV

SO123-1

INV1

INV1.1

5

INV

SO123-1

INV2

INV2.1

2

CM-C

SO123-1

CM1

CM1.1

INV1.1

5

CM-C

SO123-1

CM2

CM2.1

INV2.1

2

SO update line is not valid

Incorrect update sent from the source system

• Review and investigate the intent of the ESP update from the source system.
• Delete the errored SO record from the inbound data
• Update the line from the inbound data
• Correct the booking in the source system

The new ESP on the SO update line is valid but the invoiced amount (INV and CM-C) is greater than the new value.

A credit memo must be created to reduce the billed amount

• Process the credit memo before collecting the SO update line.
  
  See the below examples for further details.

SO

SO123-1

$1000

INV

SO123-1

INV1

INV1.1

$500

INV

SO123-1

INV2

INV2.2

$200

CM-C

SO123-1

CM1

CM1.1

INV2.2

-$200

SO

SO123-1

$1000

INV

SO123-1

INV1

INV1.1

$500

INV

SO123-1

INV2

INV2.2

$200

CM-C

SO123-1

CM1

CM1.1

INV2.2

-$200

CM-C

SO123-1

CM2

CM2.1

INV1.1

-$500

SO

SO123-1

$1000

$1000

INV

SO123-1

INV1

INV1.1

$500

SO

SO123-1

$1000

$300

CM

SO123-1

CM1

CM1.1

-$700

The new ESP on the SO update line is valid but the revenue recognized is greater than the new ESP value.

Consumption revenue is overstated.

• Reverse the overstated revenue by processing negative usage before collecting the SO update line

Manually deferring revenue on a consumption POB line is not allowed.

SO update line is NOT valid.

Incorrect update sent from the source system.

• Review and investigate the intent of the ESP update from the source system
• Delete the errored SO Update line from the inbound data
• Correct the booking in the source system

The new start date on the SO update line is valid

The revenue recognition started with an incorrect date from the previous SO line

• Manually defer the revenue
• Re-collect the SO update line and the revenue will be released accordingly

The new start date on the SO update line is not valid

Incorrect update sent from the source system

• Review and investigate the intent of the update from the source system
• Delete the errored SO update line from the inbound
• Correct the booking start date in the source system 
• Resend the SO update line to ZR if needed

RTB flag was sent incorrectly in the past. The SO update line is to change the RTB flag. 

RTB flag defines unbill AR vs. CA/CL classification. Due to the incorrect RTB flag sent in the past, the current accounting on Unbill AR vs CA/CL classification in the RC is not correct. 

• Debook the entire order in the source system
• Rebook a new order with the correct RTB flag

An SO update to change the RTB flag is not recommended, as the accounting results on the Unbill AR vs. CA/CL classification may not be as you expect. 

RTB flag on an SO update line is not valid. 

Incorrect update sent from the source system.

• Review and investigate the intent of the update from the source system
• Delete the errored SO update line from the inbound
• Correct the RTB flag in the source system

The new ESP signage on the SO update line is not valid.

Incorrect update sent from the source system.

• Review and investigate the intent of the update from the source system
• Delete the errored SO update line from the inbound 
• Correct the ESP in the source system

The new ESP signage on the SO update line is valid.

It is rare to send a SO update with different signage on ESP. For example, change the value of the  ESP from +$1,000 to -$1,000.

• Delete the errored SO update line from the inbound
• Debook the line in the source system
• Rebook a new line with the correct ESP in the source system

The invoice line is not needed

• Review and investigate the intent of the invoice transaction from the source system.
• Reverse the INV from the source system
• Delete the errored transaction from the inbound table

No subsequent billings are expected on the line as the SO line is canceled. 

The invoice line is needed but has an incorrect reference ID to the canceled SO

• Identify the correct reference ID
• Reverse the invoice from the source system
• Resend the invoice with the correct reference to an active SO
• Delete the errored transactions from the inbound

The invoice line is needed, but the SO line was incorrectly canceled in ZR previously

• Identify why the SO line was previously canceled in the system
• Reverse the invoice 
• Rebook a new SO and generate INVs from it.

Once an SO is canceled, ZR does not support reversing the SO cancellation.

The RORD line is not needed or duplicate.

• Review and investigate the intent of the RORD transaction from the source system
• Reverse the RORD from the source system
• Delete the errored transaction from the inbound table

No additional RORD is expected on the line after the cancellation of SO.

The RORD line is needed but has an incorrect reference ID to the canceled SO.

• Identify the valid SO line for the RORD in the source system
• Reverse the de-booking action from the source system
• Re-send the RORD line with the correct reference to an active SO
• Delete the errored transactions from the inbound table

The invoice line is not needed

• Identify why the invoice was created in the source system.

• Reverse the invoice from the source system.

• Delete the errored invoice transaction from the inbound table.

ALLOW_OVERSTATED_INVOICE profile configuration is not correct

• Navigate to Setups > Application > Profiles and search for the ALLOW_OVERSTATED_INVOICE profile.

• Click the edit icon.

• Toggle the System Level Value field to Yes.

The invoice is not needed

• Identify why the invoice was created in the source system

• Reverse the invoice from the source system

• Delete the errored invoice transaction from the inbound table

ALLOW_OVERSTATED_INVOICE profile configuration is not correct

• Navigate to Setups > Application > Profiles and search for the ALLOW_OVERSTATED_INVOICE profile.

• Click the edit icon.

• Toggle the System Level Value field to Yes.

The credit memo line is needed, but the reference ID is not correct

• Identify the correct reference ID in the source system.
• Reverse the credit memo in the source system
• Re-send the credit memo with the correct reference to ZR
• Delete the errored transactions from the inbound table

The referenced invoice is in inbound due to other errors

• Identify the errored invoice transaction in the inbound file
• Review and resolve the errors on the referenced invoice
• Collect the invoice to process the credit memo accordingly

The referenced invoice is not sent or synced into ZR

• For OTR customers, please contact  Zuora Global Support for further assistance.
• For non OTR, complete the following steps:
  • Identify why the invoice line was not sent or synced to ZR
  • Re-send or sync the invoice to ZR
  • Collect the invoice to process the credit memo accordingly.

The cost type value is not properly configured in ZR.

Correct cost type value is sent from the source system but the value is not set up correctly in ZR.

• Navigate to Policies > Performance Obligations
• Select the applicable POB template and edit the template as required
• Under the Cost Treatment tab, add the cost type
• Collect the CST line accordingly

The cost type value on the CST line is not valid.

Incorrect cost type value sent from the source system.

• Identify the root cause of the incorrect values in the source system
• Delete the errored transaction from the inbound table
• Re-send the transaction with the correct values from the source system to ZR
• Collect the CST line accordingly

OTR customer

• Please contact  Zuora Global Support or your system administrator for further assistance to review if the error is due to customizations or data augmentation.

Standalone Zuora Revenue customer 

• Identify the root cause of the incorrect dates in the source system
• Delete the errored transaction from the inbound table.
• Re-send the transaction with the correct dates from the source system to ZR.

The value of the transaction type is not valid. 

The following are the supported transaction types:

• SO
• INV
• CM
• CM-C
• CM-R
• CM-D
• CM-VC
• INV-VC
• CST
• RORD
• CM-RO

• Identify the root cause of the incorrect transaction type in the source system  
• Reverse the transaction in the source system
• Re-book the transaction and send it to ZR
• Delete the errored records in the inbound table 

Missing SO Line ID

All SO lines must have an SO Line ID value.

For Non-OTR: 

• Identify the root cause of the missing SO Line ID in the source system. 
• Delete the errored transaction from the inbound table. 
• Re-send the transaction with the correct SO Line ID from the source system.

For OTR:

Please contact  Zuora Global Support for further assistance.

The Cost amount is missing

Cost amount is required for all CST lines.

• Identify the root cause of the missing cost amount in the source system.
• Delete the errored transaction from the inbound table. 
• Re-send the transaction with the correct cost amount from the source system.

Cost Type Name is missing

CST line requires to have Cost Type Name

• Identify the root cause of the missing Cost Type Name
• Delete the errored transaction from the inbound
• Re-send the transaction with the correct values on Cost Type Name from the source system

The Cost Type Name value is invalid

Cost Type Name should match with the names already set up in ZR for all CST lines

Note: ZR considers a period or an extra space as an exception

• Identify the root cause of the invalid Cost Type Name in the source system
• Delete the errored transaction from the inbound
• Re-send the transaction with the correct name from the source system

The INV Line ID is missing

INV Line ID is required for the below Tran Types:

• INV
• CM
• CM-C
• CM-R
• RORD
• CM-RO

For Non-OTR:

• Identify the root cause of the missing INV Line ID in the source system.
• Reverse the transaction in the source systems
• Re-process the transaction with the correct ID
• Delete the errored transactions from the inbound table.

For OTR:

Please contact  Zuora Global Support for further assistance.

The Orig SO Line ID contains a reference.

The INV Tran Type lines do not require any Orig SO Line ID’s reference.

For Non-OTR:

• Identify why the Orig SO Line ID is populated in the INV transaction. 
• Reverse the INV transaction in the source system.
• Re-process the INV transaction without any Org SO Line ID.
• Delete the errored transactions from the inbound table.

For OTR::

Please contact  Zuora Global Support for further assistance.

Both Orig INV Line ID and Orig SO Line ID have references.

Only one reference (Orig INV Line ID or Orig SO Line ID) is needed for credit transactions.

For Non-OTR: 

• Identify why both reference IDs are populated on the credit transactions in the source system
• Determine which reference ID is needed on the transaction. 
• Reverse the transaction in the source system and re-process the credit transaction with the correct reference ID.
• Delete the errored transactions from the inbound

For OTR: Please contact  Zuora Global Support for further assistance.

The line is either missing an Orig INV Line ID or an Orig SO Line ID

A reference to the originating transaction (Orig INV Line ID or Orig SO Line ID) is required for credit transactions.

For Non-OTR:

• Identify why the reference IDs are not populated on the credit transactions in the source system
• Determine which reference ID is needed on the transaction
• Reverse the transaction in the source system and re-process the credit transaction with the correct reference ID
• Delete the errored transactions from the inbound table

Note: For Non-OTR, referencing a CM-C to a SO (using the Orig SO Line ID) may result in incorrect accounting from future transactions. Zuora recommends you reference a CM-C to an invoice (using Orig INV Line ID). 

For OTR: contact  Zuora Global Support for further assistance
 

Scenario

Description

Recommended solution 

Impairment type value is invalid

To process a contract impairment accounting, the system requires an Impairment type. The value on the Impairment type field must be blank or should contain one of the following:

1. Contract Impairment
2. New POB
3. R AND R within SSP
4. Retrospective
5. New POB Immediate
6. New POB Ratable

• Identify the root cause of the incorrect impairment type
• Re-send the transaction with the correct impairment type to ZR
• Delete the errored transactions from the inbound table

The cost management module is not enabled

The CST lines are used for cost accounting.

The cost management module must be enabled to process CST lines. 

Note: Cost management is an add-on module. 

• Contact your Customer Success Manager for more information about the Cost module
• Delete the errored transaction from the inbound if the CST line was sent by mistake

The cost management module is not enabled

Cost Amount is used for cost accounting. The cost management module must be enabled to process the SO lines with cost amounts.

Cost management is an add-on module

• Contact your Customer Success Manager for more information about the Cost module

• Delete the errored transaction from the inbound if the CST amount was sent by mistake

Scenario

Recommended solution 

Revenue on parent POB is not released

• Identify why the revenue on the parent POB is not released
• Release the parent POB if applicable
• After the revenue of the Parent POB is released, release the child POB accordingly

The POB dependency setup is not correct

• If the impacted line is not expected to link with other POBs, review the POB dependency setup and adjust it accordingly
• After fixing the dependency, release the impacted line accordingly

Scenario

Recommended solution 

The revenue start and end dates are not correct

• Identify the root cause of the incorrect dates in the source system
• Reverse the transaction in the source system
• Resend a new transaction to ZR for processing
• Delete the errored transactions from the inbound table

The revenue start and end dates are accurate, but the periods are not available in the ZR accounting calendar

• Contact the Zuora Global Support for further assistance to extend the accounting calendar
• Process the line again once the calendar is extended

Duplicate deleted amendment SO

The deleted amendment SO line was previously processed in ZR

Delete the duplicated line from the inbound table.

A duplicate SO line with the previous charge version was sent to ZR

The SO line with the previous charge version was already processed in ZR

Delete the duplicate line from the inbound table.

SO

SO1.1

1

1/1/24

1000

1/1/24

12/31/24

INV

SO1.1

1

1/1/24

500

1/1/24

6/30/24

SO

SO1.1

2

8/1/24 *

1000

1/1/24

12/31/24

SO

SO2.1

2

8/1/24 *

800

8/1/24

12/31/24

INV

SO1.1

2

7/15/24

550

1/1/24

1/31/25

SO

SO1.1

1

1/1/24

1000

INV

SO1.1

1

1/1/24

SO

SO1.1

2

3/1/24 *

600

CM-C

SO1.1

2

2/1/24

-400

• Identify the root cause of the incorrect method sent to ZR
• Re-send the transaction with the correct AVG_PRCING_MTHD value to ZR to populate the ramp allocation

Scenarios

Recommended solution

Rounding issues 

• Review the Net Revenue waterfall for the differences on the ramp lines.
• If the differences are acceptable, release the hold in the revenue contract. 

Note: The RAMP_HOLD_THRESHOLD profile is to set the threshold for rounding differences. This error will not appear if the per-day-per-unit difference is within the defined threshold.

Other scenarios 

• Contact the Zuora Global Support for further assistance.
• After the issue is resolved, release the hold in the RC

Scenario

Recommended Solution

Incorrect reference in original invoice Line ID

• Identify the correct reference id
• Reverse the credit memo in the source system
• Re-send the credit memo with the correct reference ID to ZR
• Delete the errored transactions from the inbound

The referenced credit memo is in inbound due to other errors

• Review and resolve the errors on the referenced credit memo
• Collect the credit memo and the credit memo cancellation will be processed accordingly.

The referenced INV is not sent or integrated into ZR

• For Zuora’s order to revenue datasets, please contact Zuora Global Support for further assistance.

For non-Zuora’s order to revenue datasets,

• Identify why the credit memo line was not sent or integrated to ZR
• Re-send or integrate the credit memo to ZR
• Collect the credit memo and the credit memo cancelation will be processed accordingly

The INV is not synced or integrated into ZR

• Please contact Zuora Global Support for further assistance

The INV(s) is in inbound due to other errors

• Review and resolve the errors on the INV(s)

• Collect the INV(s) and the CM-C will be processed accordingly.

Scenario

Description

Recommended Solution

Missing invoice(s) from the source system

Associated invoice(s) generated from the source system but not yet processed into ZR.

• Collect the invoice(s)
• Then collect the credit memo

Unprocessed invoice(s) due to other errors

Associated invoice(s) are errored out in inbound

• Resolve the errors on the invoices
• Collect the invoice(s)
• Then collect the credit memo

ncorrect credit memo amount

Incorrect credit memo generated from the source system

• Review and confirm the credit memo amount
• Take appropriate actions to correct the credit memo in the source system
• Re-send the credit to ZR

Incorrect credit memo(s) processed in the past due to incorrect referencing

Previously processed credit memo has incorrect reference to the transaction. As a result, the transaction is incorrectly offset by the credit memo and the net billing amount in the system is lower than expected.

• Please contact Zuora Global Support for further assistance.

Scenario

Description

Recommended Solution

Incorrect Credit Memo amount

Incorrect credit memo generated from the source system

• Review and confirm the credit memo amount
• Take appropriate actions to correct the credit memo in the source system
• Re-send the credit to ZR

SO was incorrectly reduced in the past

SO update, RORD or credit memos were sent in the past to reduce the booking value. As such, the net sell price is lower than expected in ZR

Please contact Zuora Global Support for further assistance.

Scenario

Description

Recommended Solution

Correct CM-C type with SO reference

CM-C type with SO reference is not allowed and not supported in ZR for non-Zuora's order to revenue dataset.

• Identify the root cause of the incorrect reference from the source system
• Reverse the transaction in the source system
• Re-process the transaction with the correct ID to ZR
• Delete the errored transactions from the inbound

The value of the Book ID is blank or invalid

• Identify the root cause of the invalid value in the source system.
• Re-send the transaction with the correct value to ZR.
• Delete the errored transaction in the inbound table.

Invoice(s) not in ZR inbound

Invoice(s) created in the source system but not yet integrated to ZR inbound

• Integrate the invoice(s) into ZR

• Collect the invoice(s)

• Collect the credit memo(s)

Credits more than the billing

Total credits are greater than total billing in the source system

• This is a data issue in the upstream system when the credit memo amount exceeds the net billed amount on the transaction. Review and confirm the credit memo amount against the associated invoices. Correct the credit memo in the source system and re-send it to ZR.

Invalid release percentage in the event upload

• Delete the errored-out event records from the inbound data

• Re-upload the event file with the correct release percentage

Incorrect book entered in a TA batch

• Edit the batch to correct the book values in ZR.

• Resubmit the transfer accounting process to post the new book.

The selected book is not enabled for posting

• Navigate to Setups > Applications.

• Click Revenue Books.

• Toggle the Enabled to Yes.

• Resubmit the transfer accounting process again

The RORD is not synced or integrated into ZR

• Sync/Integrate the RORD transaction to ZR

• Collect the RORD and the CM-RO will be processed accordingly.

The RORD is in inbound due to other errors

• Review and resolve the errors on the RORD

• Collect the RORD and the CM-RO will be processed accordingly.

Values on the grouping attribute(s) not populated in the source system

• Identify the grouping attribute(s) on the transaction

• Delete the errored-out transactions from the inbound data

• Correct the transactions in the source system

• Resend the transactions to ZR again

Un-consumed RORD should have impairment type of R & R Within SSP to align with the existing types in the RC

• Update the Impairment Type Flag to R & R Within SSP in the source system

• Delete the errored-out transactions from the inbound data

• Resend the transactions to ZR again

The new impairment type (non-R & R Within SSP) supersedes the existing type (R & R Within SSP) in the RC

• Unfreeze the RC

• Collect the errored-out RORD lines

Mixed impairment types in the same batch

If multiple types are required in the same batch for the same period, follow the RORD collection sequence in the KC.

Un-consumed RORD should not have an impairment type of R & R Within SSP

• Update the Impairment Type Flag in the source system

• Delete the errored-out transactions from the inbound data

• Resend the transactions to ZR again

The impairment type R & R Within SSP takes the precedence in the RC

Revenue in the RC must be posted in order to consume the RORD lines with R & R Within SSP when the previous RORDs were not the same type

• Post the revenue via Transfer Accounting for the RC

• Collect the RORD lines with R & R Within SSP 

• CUSTOM
• LIST PRICE
• SELL PRICE

• CUSTOM
• LIST PRICE
• SELL PRICE
• HIGHER OF SP OR RSSP MIN AMOUNT
• RSSP MIN BASIS

• CUSTOM
• LIST PRICE
• SELL PRICE

Release percentage should be more than 0%

Incorrect percentage sent from the source system

• Delete the errored-out event records from the inbound data

• Re-upload the event file with the correct release percentage

Release percentage should be 0%

0% release presents no events are needed for revenue recognition. 

• Delete the errored-out event records from the inbound data

Release amount should be more than $0

Incorrect amount sent from the source system

• Delete the errored-out event records from the inbound data

• Re-upload the event file with the correct release amount

Release amount should be $0

$0 release presents no events are needed for revenue recognition. 

• Delete the errored-out event records from the inbound data

The Recurring charge is incorrectly assigned to a POB template with amount-based event

To correct the POB assignment (this will correct the future recurring charges coming to ZR),

• Navigate to Policies > Performance Obligations > Advance Rule

• Select the Advance Rule applied to the recurring charge

• Review the selection under “POB Template” and re-select the appropriate POB template and save

  • If there is no appropriate POB template in the system, create the POB template with the correct “Release Event”. Refer to Create POB template for additional information. And select the new POB template under “POB Template” and save.

For existing charges with an incorrect POB in ZR,

• Hover the mouse over the target POB line and click the menu icon

• Click Line Actions > Move

• Select Existing POB or New POB (depending on POBs in the current RC) and perform the remaining actions to correct the POB. Refer to Modify a POB line for additional details.

POB template incorrectly set up with the amount- based event 

To correct the POB template (this will correct the future recurring charges coming to ZR

• Navigate to Policies > Performance Obligations

• Select the applicable POB template associated with the recurring charge

• Review the selection under “Release Event”

• If the release event is incorrectly selected for this POB template

  • Expire this POB template by inputting the “End date”

  • Create a new POB template and select the correct “Release Event”

  • Refer to Associate event with POB template for additional information

For existing charges with an incorrect POB in ZR,

• Hover the mouse over the target POB line and click the menu icon

• Click Line Actions > Move

• Select Existing POB or New POB (depending on POBs in the current RC) and perform the remaining actions to correct the POB. Refer to Modify a POB line for additional details

Release percentage is blank

Missing percentage from the source system

• Delete the errored-out event records from the inbound data

• Re-upload the event file with the correct release percentage

Release amount is blank

Missing amount from the source system

• Delete the errored-out event records from the inbound data

• Re-upload the event file with the correct release amount

Release quantity is blank

Missing quantity from the source system

• Delete the errored-out event records from the inbound data

• Re-upload the event file with the correct release quantity

Incorrect signage of release amount

Incorrect amount sent from the source system

• Delete the errored-out event records from the inbound data

• Re-upload the event file with the correct

• release amount

Referenced CM-RO not in ZR inbound

Billing transactions created in the source system but not yet integrated to ZR inbound

• Integrate the billing transactions into ZR

• Collect the referenced CM-RO

• Collect the errored-out transactions

Referenced CM-RO is stuck in inbound due to other errors

The referenced CM-RO cannot be processed as it encounters other errors

• Review and resolve the errors on the referenced CM-RO

• Collect the CM-RO

• Collect the errored-out transactions

• Delete the errored transactions from the inbound data

• Correct the transactions in the source system to ensure the SOB ID is populated correctly

• Re-send the transactions to ZR

Incorrect activity type on the journal entry

• Update the activity type value in the JE file and reupload the file, or update the value in the UI

A new activity type value is needed

• Navigate to Setups > Application > Lookups and search for the MANUAL_JOURNAL

• Hover the mouse to the MANUAL_JOURNAL line

• Click the edit icon

• Update the lookup table and save

• Reprocess the manual journal entry

Incorrect reason code on the journal entry

• Update the reason code in the JE file and reupload the file, or update the code in the UI

A new reason code is needed

• Navigate to Setups > Application > Lookups and search for the MANUAL_JOURNAL

• Hover the mouse to the MANUAL_JOURNAL line

• Click the edit icon

• Update the lookup table and save

• Reprocess the manual journal entry

Incorrect exchange rate type on the journal entry

• Update the exchange rate type in the JE file and reupload the file, or update the type in the UI

A new exchange rate type is needed

• Navigate to Setups > Application > Lookups and search for the MANUAL_JOURNAL

• Hover the mouse to the MANUAL_JOURNAL line

• Click the edit icon

• Update the lookup table and save

• Reprocess the manual journal entry

• Update the exchange rate date in the JE file and reupload the file, or update the date in the UI.

• Update the exchange rate in the JE file and reupload the file, or update the rate in the UI.

• Update the exchange rate in the JE file and reupload the file, or update the rate in the UI.

ELP is blank from the source system

ELP is a required data when the SFC is configured to calculate based on ELP. 

• If ELP exists in the upstream system but is not sent properly to ZR, re-send or sync the SO line to ZR. The errored payment records will be processed automatically during the next payment upload or next data collection.

• If ELP is not available in the upstream system, it is recommended that the company’s policy on how SFC should be calculated be reviewed and the necessary changes made to on the configurations.

For other scenarios, such as the system encountering issues in deriving the principal amount, please contact Zuora Global Support for further assistance.

SSP Error in the RC

If the RC encounters SSP error, the system is unable to calculate the principal amount. You may locate the SSP error by the following methods:

1. Check the error RPRO-00607 displayed under 'Comments' in the RC

2. Review SSP Exceptions under Data Validation tab in Close Process Dashboard

3. Run SSP Exception Report

• Resolve the SSP Errors in the RC

• The errored payment records will be processed automatically during the next payment upload or next data collection.

RC is not eligible for allocation

If the entire RC is not eligible for allocation, SSP will not be populated. The system is unable to calculate the principal amount

As the SFC is configured to calculate based on SSP, and if the SSP is not available due to another user’s configurations, it is recommended that the company’s policy on how SFC should be calculated in these scenarios be reviewed and necessary changes made to on the configurations.

For other scenarios, such as the system encountering issues in deriving the principal amount, please contact Zuora Global Support for further assistance.

The errored transaction has a correct SO Line ID but an incorrect org

• Review and investigate why the new transactions are sent with incorrect org

• Delete the errored transactions from the inbound data

• Correct the booking in the source system and resend the transactions to ZR

The errored transaction has an incorrect SO Line ID

• Review and investigate why the new transactions are sent a duplicate SO line ID

• Delete the errored transactions from the inbound data

• Correct the booking in the source system and resend the transactions to ZR

The previous processed transaction has an incorrect org

• Review and investigate why the previous transactions are sent with incorrect org

• Delete the errored transactions from the inbound data

• Debook the transactions in the source system

• Rebook the transactions with the correct org in the source system