Troubleshooting Invoices
An Invoice for a Recent Order Is Missing
Issue: An invoice for a recent order can't be found.
Solution: Confirm that all customer accounts have been checked — the invoice may be associated with a different account, such as a new SAP account. Note that invoices can take up to four business days to become available after an order is placed. If all accounts have been checked and more than 4 business days have passed, contact BFS Support.
An Invoice Won't Open
Issue: An invoice can't be opened.
Solution: Invoices for special transaction types — including installs, contracts, finance charges, payment applications, and memo transactions such as credits — can't be opened in myBLDR. These are listed in light blue. If the invoice is shown as a normal dark blue link and still won't open, disable the pop-up blocker in the browser and try again.
A Customer Can't Pre-Pay on myBLDR
Issue: A customer wants to make a payment before an invoice is available.
Solution: Customers can only make payments on invoiced orders. Pre-payment isn't supported in myBLDR.
Invoice Balance Doesn't Reflect a Recent Payment
Issue: A balance doesn't show a payment that was just made.
Solution: Balances update in real time once the payment batch closes in the ERP, not before. Batch closing timing varies by market: some close the same day, others wait for the ERP to auto-close, which can take a couple of days.
Export to Excel Is Missing Some Invoices
Issue: An exported Excel file doesn't include every selected invoice.
Solution: Export to Excel combines up to 50 invoices into one file. Export in smaller batches if more than 50 invoices need to be included.
Troubleshooting Statements
Builder Can't Access the Statements Module
Issue: A builder can't select the Statements button, opens the module but doesn't see any statements or invoices, or gets an "Oops" error when trying to access it.
Solution: Access requires two conditions in Crews: the user must be set as Company Manager, and every permission in the Statements category must be enabled.
If either condition isn't met, the Statements button doesn't respond, the module appears empty, or the user sees an error when trying to open it. The solution is to update the user's role and permissions in the Crews module.
User Can't Combine Multiple Months into One Statement Download
Issue: A downloaded statement only covers one month.
Solution: Statements download one month at a time. Users must download each month separately.