Diagnosing Common Problems

The following details describe some of the more common problems encountered with Prodoc documents along with their resolutions.

Email: helpdesk@prodoc.co.nz
Help Desk: 09 836 4200 (The Prodoc user Help Desk is open between 9:00 a.m. and 5:00 p.m. on regular business days)

 

What problem or error message are you experiencing?

Country of Destination: Not specified or invalid in Header Section
This is a rejection by Customs.

Exporters of dairy products must be registered by the NZ Food Safety Authority. Please enter the code APD and your approval number on the export entry.
This is a rejection by Customs.

There was an error selecting a valid PIN number for Declarant
This is a rejection by Prodoc.

There is no Declarant code for this shipment
This is a rejection by Prodoc.

Missing or invalid Description of Goods
This is a rejection by Prodoc.

Client Reference Number: Duplicates not allowed in Header Section

The FOB value of a shipment is double what it should be for a product

Missing or Invalid Gross Weight Kg
This is a rejection by Prodoc.

Authentication Result : PIN Failure in Summary Section

Total Gross Weight : Should be greater than aggregate of Stats Quantity in Header Section


Form Name Problem/Error Message Cause Resolution
Customs EDI

Country of Destination: Not specified or invalid in Header Section

This is a rejection by Customs.

There is no valid country code on the shipment.

Go to the Shipping Details page for the shipment and look at the Final Destination line. The gray (protected) box should contain a valid 2-character country code – this is the “Country of Destination” from the error message.

Click on the Final Destination dropdown box and select the correct port and country – if you’ve already selected the correct details then select another port/country and then select the original one again.

If the port and/or country are not in the dropdown box then you need to find the details and turn them on in Prodoc. To do this, click on the binoculars (above the Final Destination Country) and you’re shown a list of all known countries. Find the country that you need and expand the country (by clicking on the plus sign) to see a list of letters (these are the first letters of the ports in the country). Expand the letter that you need (by clicking on the plus sign) and you’re shown all of the ports that start with the letter. Select the new port that you want by clicking on its checkbox. Now click on the OK button to save the changes. You can now select the port/country from the dropdown box.

You can now retry sending the shipment to Customs.

Customs EDI

Exporters of dairy products must be registered by the NZ Food Safety Authority. Please enter the code APD and your approval number on the export entry.

This is a rejection by Customs.

This problem is caused by the permit authority details (for permit authority APD) not being supplied to Customs for an Export Item (Customs knows who the permit authority is for every Export Item).

Either the permit authority details have not been set up in Prodoc or an old Customs EDI form is being used (that does not reflect the new permit authority processing needed by Customs).

Go into Prodoc Administration and do Lists/Permit Authorities. If the Permit Authority code is missing then add one using the “New” button.

Once the Permit Authority exists, edit the Export Item Code from Prodoc Operations (Lists/Export Item Codes – find the code and Edit it). Select the Permit Authority from the dropdown box, put the permit authority number into the Permit Number box and click on “OK”.

Now that the permit authority exists and it is linked to the export item code you can retry the EDI to Customs.

Customs still rejects with the same error then the form needs to be checked to make sure that it has the latest processing for permit authorities. You need to contact Prodoc International (09 827 8338) and send them the Customs EDI form that you are using for resolution.

Prodoc International need to make sure that the correct message and MAC coding is present on the Customs EDI form and make sure that “Tariff MAF Authority Code” and “Tariff MAF Authority Number” are available fields
(Group=ExportEntryTariffItems, Source Table=ExportItemCode, Source Field = MAF Authority Code, Field Name = Tariff MAF Authority Code + Group=ExportEntryTariffItems, Source Table=ExportItemCode, Source Field = MAF Authority Number, Field Name = Tariff MAF Authority Number)

Customs EDI

There was an error selecting a valid PIN number for Declarant

This is a rejection by Prodoc.

Either the user that created the shipment does not have a Declarant code and PIN in Prodoc or the code and PIN have been input to Prodoc after the shipment was created.

To input the Declarant code and pin go to Prodoc Administration and do File/User Access then select and edit the user who created the shipment – once in edit then input the Declarant number and password (remove any asterisks that are in the “Pin Number” box before inputting the PIN).

If the Declarant code and PIN are already in Prodoc for the user then go into Prodoc, find the shipment and edit it, open the Financial Terms for the shipment and input the Declarant code and press the Complete button (you do not need to input the PIN number – it is already recorded against the user).

You can now retry sending the shipment to Customs.

Customs EDI

There is no Declarant code for this shipment

This is a rejection by Prodoc.

Either the user that created the shipment does not have a Declarant code in Prodoc or the code has been input to Prodoc after the shipment was created.

To input the Declarant code (and PIN) go to Prodoc Administration and do File/User Access then select and edit the user who created the shipment – once in edit then input the Declarant number and password (remove any asterisks that are in the “Pin Number” box before inputting the PIN).

If the Declarant code is already in Prodoc for the user then go into Prodoc, find the shipment and edit it, open the Financial Terms for the shipment and input the Declarant code and press the Complete button (you do not need to input the PIN number – it is already recorded against the user).

You can now retry sending the shipment to Customs.

Customs EDI

Missing or invalid Description of Goods

This is a rejection by Prodoc.

Either the description for the Export Item is missing or there is no Export Item code set up in Prodoc for the product.

In Prodoc Operations, do Lists/Export Item Codes and find the existing code – if one doesn’t exist then create a new one (remember to check the “Used in this system” box as well as inputting the rest of the details).

If the code exists then edit it and input a “Description” (remember to check the “Used in this system” box as well as inputting the rest of the details).

You can now retry sending the shipment to Customs.

Customs EDI

Client Reference Number: Duplicates not allowed in Header Section

The same EDI reference is being used for a new Customs entry that was used for a previous Customs entry

Contact Prodoc International.

Customs Export Entry

The FOB value of a shipment is double what it should be for a product

The Export Item is in Prodoc twice.

In Prodoc Operations do Lists/Export Item Codes. You are shown a list of item codes. Click on the heading of the code column (on the word “Code”) and the export items are sorted into numerical sequence. Scroll down through the list until you find the one used in the shipment – you will see that there is more than one line for the code where, typically, one is used and one isn’t. You must delete all of the surplus entries leaving only one entry (and that entry must be used).
The FOB value will now be correct.

Customs EDI

Missing or Invalid Gross Weight Kg
This is a rejection by Prodoc.

Prodoc is rejecting the shipment when there isn’t an error.

Go into the form layout and find the “Total Gross Weight Kg” line (around line 12 of the form) – select the line and uncheck the “Create rejection if data missing” and click on “OK” to save the form.
This will stop Prodoc from rejecting the shipment.

Customs EDI

Authentication Result : PIN Failure in Summary Section

Either an incorrect Declarant/PIN number was used on an EDI message or the EDI message itself is incorrectly formatted.

If the Declarant has not had a shipment previously accepted by Customs then there is a chance that the PIN number was incorrectly input to Prodoc (there is a problem with the way that numbers 0, 1 and 5 and letters I, O and S are printed – it’s easy to confuse the characters).
If this is a possibility then change the PIN for the user by going to Prodoc Administration and doing File/User Access then selecting and editing the user who created the shipment – once in edit then change the password (remove any asterisks that are in the “Pin Number” box before inputting the PIN) and then click on “OK”.
IF the Declarant has previously had a shipment accepted by Customs then the EDI message could be incorrectly formatted – contact Prodoc International.

Customs EDI

Total Gross Weight : Should be greater than aggregate of Stats Quantity in Header Section

If everything looks fine on the Customs Export Entry form then this is usually caused by the Customs EDI form incorrectly calculating the Kilogram weight for goods input in Tonnes.