Dealing with Missing or Stuck Documents in Caplink

1. Dealing with Missing or Stuck Documents in Caplink

2. Document Issues in Caplink • One of the more common problems Suppliers can experience is having missing or stuck documents in Caplink. • Suppliers usually become aware of the issue when their transaction reports are short, or there are transactions on their error report. • Fortunately there’s a few quick and easy steps that will remedy many of these cases.

3. Missing Documents - 1 • A common problem Caplink Batch users encounter is that their transactions are missing from Caplink. • Generally this will be because they have: • Placed their Batch file in the wrong folder, usually the Archive folder. (eg. C:\Caplink\Archive\ instead of C:\Caplink\). Copying the file to the correct folder will usually be enough to get things working. • Have their Batch file in the correct folder, but have it open with another program (eg. Excel, Word, etc.) and that program is preventing Caplink from interacting with the file. In this case the user will need to completely close the offending program (ie. it’s not enough to close the Excel window that has the Caplink batch open, Excel needs to be completely closed). • If none of the above is applicable, restart the Caplink server machine if possible and contact Anthem Support if the issue persists.

4. Missing Documents - 2 • An important business rule that Caplink enforces is the End of Month cut off. • For Standalone Caplink users, Documents are reported in the period they’re submitted to Caplink in. For example, this means if January dated invoices are entered in to Caplink on the 1st of February the transactions will be included in the February period, and thus appear on February’s reports. • For Batch and Integrated Caplink users, Capricorn generally provide 1-2 working days after the end of the month for documents dated in the previous month to be submitted. For example, this means that January dated invoices can be submitted to Caplink until the 2nd or 3rd of February, after which any January dated invoices that are submitted will appear on February’s reports. • When users are looking for “missing documents” that were submitted at the end of a month, it’s often worthwhile checking the current month for the Documents in question.

5. Stuck Documents • Stuck documents appear as documents in PENDING or PROCESSING on the Supplier’s transaction error reports, or in Caplink’s Sent Items. • Reboot the Supplier’s Caplink server machine if possible. • Contact Anthem Support if the issue persists.

6. Old Reports • It’s reasonably common for Suppliers to be looking at old Caplink reports that have stuck or missing Documents and believe that their Caplink still has issues. • This usually arises when there has been a delay in the Supplier receiving their report via email. It’s important to note the distinction between “when the report was generated in Caplink” and “when it arrived via email”. It’s not uncommon for the apparent issue in the report to already be resolved by the time the Supplier reads the report. • It’s always best to login to Caplink and re-run the report manually to confirm that the issue still exists before escalating.