Choose the symptom you can observe
Open the matching case. Check the existing state before changing a record or repeating an action.
The report is attached to the wrong reporting period.
Check first
- Compare the period end date on the work item with the date range in the source report.
- Check whether another report for that franchise and period is already submitted.
- Confirm that the selected franchise is the location named by the source file.
Next action
Stop the upload, return to the intended period, and select the current source file only after the franchise and date range agree. Preserve the rejected attempt as a note instead of replacing the source file without context.
Confirm the result
The resulting report record shows the intended franchise, period end date, source filename or version, and a single current submission.
The file is rejected before any report values appear.
Check first
- Read the full upload message and note whether it names a file type, delimiter, header, or size problem.
- Open a copy of the file and confirm the expected columns are present in the first row.
- Check that numeric cells use one consistent decimal and date format rather than mixed text values.
Next action
Create a clean copy in the accepted format, remove extra header rows or unsupported columns, and correct the named delimiter or value-format issue. Keep the original untouched so the source can be compared if the cleaned copy is still rejected.
Confirm the result
The upload completes far enough to show a report status or parsed values, and the accepted file version is recorded with the period.
The report uploads but remains in a warning or calculation state.
Check first
- Open each warning and identify the source row, field, or mapping it references.
- Compare the affected value with the source report rather than correcting the displayed total by hand.
- Check whether the warning changes the result that a downstream billing review would use.
Next action
Correct the source value or document why the warning is acceptable, then request a fresh calculation or route the report to the assigned reviewer. Do not submit a warning away without recording the decision.
Confirm the result
The report shows a completed calculation or an explicit reviewer disposition, and the affected value or accepted warning is traceable to the source.
The uploader sees success, but the reviewer cannot find the report.
Check first
- Search using the same franchise, period, and status filters the reviewer is using.
- Check whether the upload created a draft or pending record that is excluded by the review list.
- Confirm the uploader and reviewer share the organization and franchise scope required for the handoff.
Next action
Keep the submission in its actual status, correct the list filters or scope, and record the report identifier for the reviewer. If the record exists only in the uploader's scope, ask an authorized administrator to correct the access context instead of uploading a duplicate.
Confirm the result
The reviewer can open the same report identifier and see its period, source, current status, and latest calculation state.
Prepare a useful escalation
- Attach the period, franchise, source filename, exact upload message, and time of the attempt.
- Keep the original source file and the cleaned copy together so the difference can be inspected.
- Ask the reporting owner to decide whether a warning is acceptable before any billing work relies on the result.
Reference the relevant record instead of copying credentials or unrelated personal information into the handoff.