Report a problem in a payroll file
Point CLVR at the exact cells, columns or rows that look wrong in a month's payroll file, follow the report on the Reports page and under My reports, answer CLVR's questions, reopen a report, and download the file CLVR rebuilt.
When something in a month's payroll file looks wrong, you can tell CLVR right from the file: point at the cell, column or row, say what you expected, and send it. The report then stays next to that month on the Reports page, with CLVR's answers and its status, so everyone on your HR team can see where it stands. When CLVR resolves it and the fix changed the file, you are told to download the new one from the same place.
Send a report
CLVR gets each comment with its cell, column, expense id and employee number, plus a copy of the file as you saw it. A Sent to CLVR message confirms it with the report's reference, such as CLVR-1024. You do not need to keep it: the report is on the page from now on.
If you see The file changed after you opened it, an expense in the month changed while you were writing, so a comment points at a row that is no longer there. Close the preview, open it again and add that comment again.
Follow the report on the Reports page
Every report on a month sits above its file, for everyone on your HR team: Reported to CLVR, CLVR-1024., how many comments it has, on which format, who sent it and when, and its status on the right. The cells it points at are marked in the corner of the file until CLVR resolves it; hover a comment to find its cell, or a marked cell to read what was reported. A report sent on another format says so, with a button to show that file.
The status tells you whose turn it is:
- New: CLVR has your report and has not picked it up yet. Right after you send, the card says We usually answer within one working day.
- In progress: somebody at CLVR is working on it.
- Waiting on you: CLVR has asked you something and needs your answer.
- Resolved: CLVR has fixed it. The card folds into one grey line.
Select Show history on a card to read its Activity: when it was sent, each status change, and every reply, with CLVR's marked CLVR. Open reports show it straight away.
Answer CLVR and add to a report
Each open report has a reply box under its activity. Write in it and select Send to add something, for example a detail you forgot. Your reply shows at once; if it cannot be sent, We couldn't send your reply. Try again in a moment. appears and your text stays in the box.
When CLVR has a question, the report turns Waiting on you and the box says who at CLVR is waiting, for example Anna is waiting on your answer. Write your answer and select Send reply. The report goes back to CLVR and the activity shows Back with CLVR.
Reopen a resolved report
If the problem is still there after CLVR resolved it, select Reopen after Problem still there? on the report's grey line. Tell CLVR what is still wrong and select Reopen: a reopened report needs that reply, so CLVR knows where to look. It goes back to New, and the activity shows who reopened it.
Download a rebuilt file
When CLVR resolves your report and the fix changed the file, and somebody at your company had already downloaded the old one, the month tells you:
- the month's status reads Rebuilt, with the date and not downloaded yet;
- above the file: We rebuilt this report on 9 Aug after CLVR-1024. Download it again.;
- the Download button is highlighted.
Download the month as usual and you get the new file. The notice clears as soon as anybody on your HR team downloads it. If nobody had downloaded the old file, CLVR replaces it quietly and the next download is simply the new one.
Select History next to Download to see every file the month has had in that format: who downloaded each one and when, which one CLVR rebuilt and after which report. Older files are marked Replaced and can still be downloaded, so you can compare them with what you imported into payroll.
Notifications and My reports
You do not have to watch the page. You get a notification in the Notifications tab of your account panel when CLVR replies, starts working on the report, is waiting on you, or resolves it, and when CLVR rebuilds a file somebody had already downloaded. A reply from CLVR is also emailed to you. Others on your HR team are notified about payroll reports too, since the file is theirs as well. If you are on the Reports page when something happens, a short message appears there with a button to go to the report.
The Reports item in the HR menu shows a dot while a report has news: purple for a reply you have not seen, red when CLVR is waiting on you.
Reports you sent are also listed under My reports in your account panel, behind your avatar, together with anything you sent with Report an issue. Open one there to read and answer it, or select Open in Reports to go to the month.
Troubleshooting
I cannot find Report a problem. It is in a month's preview, next to Download. Open Preview on the month first.
We couldn't send your report. Check that every comment has text and try again. If it says to try again in a moment, your comments are still in the panel; wait and select Send to CLVR again.
The marks are gone from the file. CLVR resolved the report. Its grey line above the file still holds the comments and the history.
The Rebuilt notice is still showing after I downloaded. Download records who downloaded which file. If a message says the file downloaded but could not be recorded, download it again.