Customers not on Peppol

What this covers

Many of your customers are not on the Peppol network. The agent serves them with a ZUGFeRD PDF: a PDF a person can read, with the e-invoice inside it that their accounting software can read. GoRoute e-mails it to the address on the customer's Sage record.

Before you start

• The customer has an e-mail address on the Details tab of their Sage record.
• The customer still needs a VAT number, or a Peppol address in Analysis 1. The e-invoice inside the PDF names the buyer in the same way a Peppol one does, so e-mail is a different way of delivering it, not a lower standard.

Steps

1. Raise and post the invoice in Sage as usual. See Sending sales invoices.
2. The agent asks GoRoute whether the customer is on the Peppol network. A customer who is not found is invoiced by e-mail.
3. GoRoute builds the ZUGFeRD PDF and e-mails it to the customer.

Choose when the e-mail goes

In Agent Status ▸ Settings, E-mail the invoice to the customer has two values:

Value	What happens
auto	GoRoute e-mails the PDF as soon as the invoice is accepted. Recommended.
queue	The invoice waits on the Queue tab until someone selects it and clicks Send the e-mail now. Useful if you want to look at every outgoing document for the first few weeks.

Click Save settings after changing it.

What you should see

On the Queue tab, the Detail column tells you where the e-mail stands:

Detail	Meaning
sent and a time by e-mail	The e-mail has gone
sent; the e-mail is still to go	GoRoute has the invoice and is sending the e-mail
waiting for “Send the e-mail now”	The setting is queue. Select the row and click the button
e-mail refused and a reason	The address cannot receive mail. Correct it in Sage

The customer receives one e-mail with the PDF attached. That PDF is the invoice.

Stop sending Sage's own PDF

Once a customer is served this way, stop e-mailing Sage's own invoice PDF to them. Otherwise they receive two documents for one sale and ask which one to pay. Check two habits:

• whoever prints or e-mails invoices from Sage leaves these customers out;
• any customer set up to be e-mailed automatically from Sage is taken off that run.

If it does not work

You see	What to do
The readiness report lists Customers not on Peppol and with no e-mail address	Add the customer's e-mail on the Details tab in Sage, or ask them for their Peppol address.
e-mail refused on the Queue tab	Correct the e-mail address in Sage. Raise the invoice again if it was refused.
The customer says they are on Peppol	Ask for their Peppol address and put it in Analysis 1. See Tax codes and identifiers.

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Written for agent 0.2.x and the GoRoute portal release of 31 October 2026.