What this does
When a buyer rejects an invoice on Ariba, the buyer usually writes a reason. Kolleno looks up this reason automatically and shows it next to the invoice. Your team does not need to open Ariba to find out what to correct.
Example: a buyer rejects INV-2087 on Ariba with the comment "PO 4500012345 is closed, please invoice against PO 4500012399". After the lookup, Kolleno shows a short reason, for example The purchase order on the invoice is closed. Invoice against PO 4500012399.
Kolleno copies the rejection notice and the comments from Ariba. Then Kolleno uses AI to write the latest reason in one or two sentences. You can always see the full text from Ariba.
Kolleno only reads the rejection. Kolleno does not correct or resubmit the invoice on Ariba.
When Kolleno looks up reasons
Kolleno starts a Rejection reasons run automatically after each successful status sync of an account. This includes the scheduled runs, Run now and the automatic tries again. There is no button to start a rejection reasons run. See How AP portal runs work: schedule and manual runs.
On the Activity tab, the run card has the label Rejection reasons. The card shows how many invoices the run looked up. Open the card to see one line for each invoice in What the agent did, for example INV-2087: reason found.
Which invoices Kolleno looks up
Kolleno looks up an invoice when all of these are true:
The latest status change of the invoice is a change to Rejected, and the invoice is still Rejected.
The rejection happened in the last 30 days. Kolleno uses the Status change date from Ariba.
Kolleno did not find a reason yet, and it tried fewer than 3 times.
The account is connected and does not need re-authenticating.
Scheduled runs is on for your company.
Kolleno looks up the newest rejections first. One run looks up a maximum of 25 invoices. After 60 minutes, the run does not start a new lookup. If more invoices are left, Kolleno starts the next run 3 hours later. A lookup that failed is tried again in the next run, to a maximum of 3 tries for each invoice.
What you see
Kolleno shows | What it means |
The reason | Kolleno found the reason. |
No reason given. Latest exception: … | The buyer gave no reason for the latest rejection, but Ariba shows an exception, for example a validation error. Kolleno shows the latest exception. |
Fetching rejection reason… | Kolleno will look up the reason in a future run. |
No reason given | Kolleno looked. Ariba shows no reason and no exception. |
Reason not available | Kolleno will not look up the reason. See the list below. |
Kolleno shows Reason not available in these cases:
Kolleno tried 3 times and could not get the reason.
The rejection happened more than 30 days ago.
The status of the invoice changed after the rejection.
The account is disconnected or needs re-authenticating.
Scheduled runs is off for your company.
To see the full text from Ariba, click Show full comment below the reason.
Where the reason shows
Status changes tab: each change to Rejected shows Rejection reason:.
Needs attention tab: the guidance on a rejected invoice shows the reason, for example The buyer rejected this invoice: …
The run card of a Rejection reasons run: the Rejection reason column.
The invoice list: the column AP portal rejection reason. This column is hidden by default. Add it in the column settings of the list.
When the status of the invoice changes again, the reason goes away from the invoice list. For example, the buyer approves the corrected invoice. The reason stays in the history on the Status changes tab. See The AP portals dashboard: tracked invoices, runs and statuses.
What Kolleno does on Ariba
The AI agent searches for the invoice number. It opens the rejected invoice that has the same buyer and the same reference. It copies the rejection notice on the Detail tab and the comments on the History tab. The agent never clicks Edit & Resubmit, Edit, Copy, Create memo or Download. You can watch the recording on the run card.
Things to know
A failed rejection reasons run does not affect the account. It never makes the account need re-authenticating. Kolleno tries the run again 3 hours later.
Read the full comment before you correct the invoice. The AI makes the text shorter and leaves out codes, for example reason codes. The full comment shows all the details from Ariba.
A status sync can wait for a rejection reasons run. Only one run can use an account at a time. If a status sync is due while a rejection reasons run uses the account, the status sync waits. This can take up to 80 minutes.
Older rejections. Kolleno support can look up rejections that are older than 30 days, or look up a reason again.
Common questions
Why does an invoice show Fetching rejection reason… for a long time? Each run looks up a maximum of 25 invoices, newest first. If the buyers rejected many invoices, the lookups continue every 3 hours.
Does Kolleno look up the reason again when the buyer rejects the invoice a second time? Yes. If the invoice changes to a different status and then to Rejected again, Kolleno does a new lookup.
Does Kolleno look up reasons for other statuses, for example On hold? No. Kolleno looks up reasons only for Rejected invoices.
To look up older rejections, or if a reason looks wrong, contact your Customer Success Manager or email support@kolleno.com.