The technical solution to the problem was prompt and complete. However, I did not see any potential for improvement in the specific individual case. The causal problem was an incoming invoice uploaded by us, a PDF document without PDF-A compression. However, there is no indication of this in SEWOBE's context-sensitive help system. There is also no indication that additional invoice documents (PDF-A compression is also implicitly assumed here) can only be successively attached to an invoice, because each individual PDF document must be saved after it has been attached before another one can be attached. This is not only ergonomically outdated, but was also not immediately recognizable to the user. It is more than desirable for SEWOBE to actively question the UX experiences of customers here and to optimize their context help on its own initiative.
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In recent months, many banks have updated their interfaces and implemented new methods. These changes can lead to unexpected problems, especially in the communication between our systems and the bank systems. This is not an excuse - it is unfortunately the case. Even the local banks only find out about the banking update when the function is changed. The banks' employees are therefore not trained or informed either.
We would like to explain the following steps and measures that we have already taken or will continue to take:
Checking the interfaces: We are working closely with the banks to ensure that our interfaces to the individual financial institutions function correctly and meet the latest standards. This includes regular tests and updates of our software.
Error logging and analysis: We have intensified our error logging to better understand where exactly the transmission process may be failing. This data helps us to make targeted improvements. We have also entered these error log files, which are unfortunately difficult to read, into the software for each individual SEPA file.
Direct communication with banks: We are in close contact with the affected banks to work out solutions together and ensure that such problems are avoided in the future.
We regret the inconvenience caused by the need to manually check each direct debit submission. Our aim is to make this process as smooth as possible for you again. We still need to clarify why this problem only occurs for you. Currently, all customers can submit their Sepa files.
If you continue to experience problems or have further questions or comments, please do not hesitate to contact our support team. We are always available to help you and solve the problem.
We are somewhat surprised that you have rated SEWOBE support as inadequate in all categories. We would be pleased if you would differentiate this again. At least our support is fast and friendly - even if it couldn't help in your case.