Guided Resolution for FA Rejected Failures

Common reasons for FA Rejected failures include:

• Structural or syntax errors in the EDI file, such as wrong delimiters or incorrect date/time formats
• Missing or invalid required segments, elements, or qualifiers
• Envelope values (ISA/GS) that do not match what your partner expects
• Partner-specific compliance or business rule violations

Guided Resolution presents its analysis across the tabs on the issue:

• Issue tab: an AI-generated summary of the failure.
• Resolution & Recovery tab: a root cause explanation and recommended fix options. You reach the affected messages from the Review Affected Message option.

1. Open the FA Rejected issue and read the AI-generated summary on the Issue tab.

   

2. Select the Resolution & Recovery tab to see the guided steps for this failure.

   

The Issue tab summary

The summary describes, in plain language:

• What failed and the main reason the partner rejected it
• How far it reaches, shown as the number of affected messages, payloads, and jobs

The summary adapts to how much detail the partner returned. When the 997 has limited detail, the summary says so. When only the group was rejected, it says the rejection is at the group level.

The AI response is generated once and stored. You see the same stored response each time you open the page.

The Resolution & Recovery tab

• Root Cause: an AI-generated explanation tailored to your scenario (see below), shown first in a purple box.
• Fix options: two expandable options.
  • Review Affected Message: select the Review affected message button to open the Review Messages window, where you review the message and resolve it.
  • Notify Partner: email your trading partner about the failure.
• Feedback: a thumbs up and thumbs down control under "Was this overview helpful?"

The tab ends with the disclaimer "This content is AI-generated and may contain inaccuracies."

What you see in Resolution & Recovery depends on how much detail your trading partner returned in the 997. Line highlighting and corrected payloads are available only in Full Detail.

Why a rejected message can show a green checkmark

The message was accepted (AK5 = A), but your partner rejected the functional group that contained it (AK9 = R), and every message in that group takes the rejected status. In the Review Messages window the message shows No errors in this message, with an explanation that the rejection status is inherited from the functional group. There is nothing to fix in this message itself.

What to do:

1. Review the other messages in the same functional group to identify and resolve the actual errors. Select 997 Original Acknowledgment in the Review Messages window to see the 997 Summary, which explains the rejection for the whole group.
2. Once those errors are fixed and resubmitted, this message is accepted too.

3. If the cause is still not clear, contact your partner using the Notify Partner option described below.

   

Expand the Review Affected Message fix option and select Review affected message to open the Review Messages window, which has three panels:

• Left panel: a search box (enter a message ID and press Enter) and the list of messages. The first item is always 997 Original Acknowledgment, the full acknowledgment from your partner. Each message shows its document type (for example, 850), its message ID as a link, and its date and time. A red ✕ marks a rejected message and a green ✓ marks a message with no errors.
• Center panel: the payload with line numbers, and copy and download icons at the top right. In the Full Detail scenario the panel has three tabs (Original, Suggestions, and Before & After) and the affected lines are highlighted in red. In the other scenarios, no lines are highlighted.
• Right panel: for the 997, a 997 Summary with an AI explanation of the whole rejection, which can cover several issues across the group. For a message, expandable issue cards (Issue 1/N, 2/N, and so on). Each card shows the issue title, its location (such as the line number), what happened, why it was rejected, and a possible fix. For a message with a group-level rejection only, the panel shows the checkmark explanation.

In the Full Detail scenario, Guided Resolution can propose a corrected version of the payload for supported issues.

Corrected Automatically

• Missing delimiters
• Letter casing
• Typos in code values
• Date and time formats
• Zero-padding

Not corrected automatically

• Business data such as PO numbers, prices, quantities, and vendor IDs
  
  These values come from your source system. Guided Resolution does not suggest or fill in business data. It tells you to fix the source system so the data is processed correctly.

Compare and copy the corrected payload

1. In the center panel, select the Suggestions tab to see the corrected payload, or Before & After to see what changed.
2. Review every change.
3. Use the copy icon to copy the corrected payload.

The download icon saves the original payload only, the version that contains the mistakes. You cannot download the corrected payload or a copy with the mistakes marked. This is intentional: applying the changes yourself means you know exactly what you are changing.

All users who have turned on Intelligent Exception Management (IEM) early access can view and download payloads.

Address the root cause first. If the cause was in your mapping, ruleset, envelope values, source data, or partner configuration, correct it before you resend. Resending before the underlying issue is fixed will typically reproduce the same rejection.

Guided Resolution does not reprocess or resend anything for you. After you correct the cause:

1. Apply the fixes yourself.
2. Assign a new ICN, GCN and envelope for your integration.
3. Resend the payload to your partner manually.

Guided Resolution prepares an email for your partner that matches your scenario. It includes a subject line, a professional explanation, and the technical details that apply. You can send it to your trading partner directly from the platform. The email carries a CSV of the affected messages, with details such as message ID, date, and type.

The email content depends on your scenario:

• Full Detail: the specific segments and elements in question.
• Partial Detail: a request that the partner clarify the reason for the rejection.
• Group-Level Rejection: a request that the partner clarify the reason for the group rejection.

1. Select Notify Partner in Resolution & Recovery.
2. Review the draft and edit it as needed.
3. Send it to your trading partner.

Tips for working with your partner

• Include the message ID and the interchange and group control numbers from the 997.
• For Partial Detail and group-level rejections, ask the partner for the specific reason and the segment or element involved.
• Before you contact the partner, check that your envelope (ISA/GS) values match what the partner expects.

• Guided Resolution does not reprocess or resend messages. You apply the fixes and resend the payload manually.
• You can download only the original payload. The corrected payload can be copied but not downloaded.
• It does not change your configuration or source data. Business data errors must be fixed in your source system.
• Line highlighting and corrected payloads are available only in the Full Detail scenario.
• When the partner returns limited detail, suggestions are possible causes, not confirmed root causes.
• AI-generated content can contain inaccuracies. Review it before you act.

Q: Why is my rejected message showing a green checkmark?
A: The transaction set itself had no errors, but your partner rejected the functional group it was in. Review the other messages in that group to find the actual errors. See "Why a rejected message can show a green checkmark" above.

Q: Why aren't any lines highlighted in my payload?
A: Lines are highlighted only when the partner's 997 identifies the segment and element in error (Full Detail). If the 997 has only transaction-level or group-level information, Guided Resolution cannot tell which lines are affected.

Q: Will Guided Resolution fix a wrong PO number or price?
A: No. Business data comes from your source system. Guided Resolution flags these values and tells you to fix them at the source.

Q: Can I download the corrected payload?
A: No. You can download only the original payload. You can copy the corrected payload from the Suggestions or Before & After tab. Review the changes first and use them only if you agree with them.

Q: What if the recommendation doesn't resolve the rejection?
A: Contact your trading partner using Notify Partner, or open a support case (see below).

Guided Resolution applies only to acknowledgments you receive from partners.

Transaction set acknowledgment (AK5)

Functional group acknowledgment (AK9)

• Supported acknowledgments: 997 only, for all X12 versions.
• Data handling: Customer content is not used to train AI models. The AI response is stored when it is first generated.
• If the AI service is unavailable: This is rare. If it happens, the AI-generated sections (shown in the purple box) are not displayed, and you see only the standard error information for the failure.

Open a support case if:

• the partner's rejection reason does not match the guidance shown
• a group-level rejection (green checkmark) has no clear cause after you review the other messages in the group
• the issue involves partner-specific rules or envelope requirements you cannot resolve
• the corrected payload is rejected again

• Guided Resolution - Overview
• Guided Resolution for Connection Failures
• Guided Resolution for Exit Point Failures
• Guided Resolution for Mapping Failures
• Issue Management: Overview