Customer Statement Errors

If the customer statement process encounters a problem sending email, an error log is generated. Customer statement error logs contain a description of the error. You can use the details in the error messages to fix the errors. You can then resend the failed customer statements.

To view customer statement errors:

  • Click the customer statements with errors link in the customer statements section on the Collections page. A list of errors, grouped by type and then by account, displays.
  • On the Customer Statement Log page, click a customer statement log with the type "Error", to view the details of the error.
  • On the Customer Statements Detail page, click Customer Statement Logs on the Related Details list, to view the logs for the customer statement. You can then view the individual customer statement logs.

Customer statements can have errors for the following reasons:

  • There is no contact associated with the account.
  • The contact does not have a valid email address.
  • There is no valid email template associated with the customer statement.
  • The user who started the customer statement process does not have access to the correct profile for the org-wide email address configured for the customer statement rule.
  • The org-wide email address configured for the customer statement rule is not verified.
  • The org-wide email address configured for the customer statement rule is deleted.

Error

Solution
Account has no associated contact to send email to

Add a contact to the account.

The contact for an account will either be the Finance Contact, or a collections contact, if you have modified your Contact page layout to include the custom Collections Communications fields.

You can add an existing contact or create a new one.

The contact must have an email address.

Contact does not have a valid email address

Update the email address on the contact.

If you have multiple contacts for an account you must ensure that all contacts have a valid email address.

There is no valid email template associated with the customer statement rule. Add or update the email template associated with the customer statement rule.
Not profiled to access this org-wide email address.

Assign the Profile associated with the org-wide email address to the user running the customer statement process.

Modify the Profiles associated with the org-wide email address to include the Profile of the user running the customer statement process.

Org-wide email address has not been verified for use. Verify the org-wide email address configured for the customer statement rule. For more information, see "org-wide email addresses" in the Salesforce Help.
An org-wide email address needs to be specified and verified for customer statements to be sent.

Update the Sender Email Address field on the customer statement rule to an active org-wide email address value, or set the field value to "None".