Service & Support
Here you will find the right answers to your questions.
Get fit with your solutions. We will help you to do so.
You need help? You have our support!
The first step has been taken: You have decided on the right software solution for your company. Your benefit now depends largely on the effective use of the solution. Competent service is decisive for success. Therefore BEX Components AG offers you fast and specialized service. From installation and setup to user training, we are happy to support you in optimizing your customs and foreign trade processes.
Questions? Ambiguities? - Not a problem!
The BEX support team is at your disposal from Monday to Friday from 8 am to 18 pm.
We are happy to help you! Simply call us at +49 7361/ 999 39 – 33 or send us an e-mail at firstname.lastname@example.org.
To solve problems quickly, it is often useful to take a direct look at your computer. For this purpose we use the remote maintenance software TeamViewer. To start the remote maintenance, please click on the TeamViewer picture and follow the steps below:
- download the remote maintenance software and start it
- please contact us by telephone
- Provide your ID and password to the support representative so that they can connect to your computer to assist you or resolve your issue
- close the remote maintenance software again after the end of the support
FAQs about GENESYS – origin of goods and preference calculation
Are there additional filter options through column filters?
Each overview has additional filter options that can be accessed via the columns. For this purpose, the user can set the column filter (in addition to the standardized filters) via the icon . Each column filter can be edited by switching to the edit mode via the icon . In this way, other columns can also be filtered, such as when filtering for active materials with a purchase price of more than 5€:
Each column filter can be deleted again via the icon .
Why does sending the proof via e-mail fail?
If you want to request proofs from your suppliers or issue proofs to your customers, you can do this via e-mail. However, a prerequisite for this is that an outgoing mail server (also called SMTP server) is set in the GENESYS client. This setting can be found under System >> Settings >> SMPT Server Settings.
If you do not have your own outgoing mail server, it is also possible to purchase a mailbox from us and use it for sending e-mail via GENESYS.
How can new forms be integrated?
Step 1: Upload form
In order to be able to integrate a new/modified form, it must be uploaded within the client. To do this, go to the menu System -> Forms in GENESYS. Then right-click within the overview and go to “Upload form” and select the respective form. This will be uploaded automatically.
Step 2: Edit document
Now, in order to be able to use a document with these forms, one must be created. The standard documents can also be used as templates. To do this, switch to the Documents menu and select the corresponding document. Copy this document with a right click. A new screen appears where all changes can now be made.
Step 3: Include form in document
Within the new mask, a new, already uploaded form can be integrated with the “plus button”. It is then also possible to change the order. This is relevant for the creation of the PDF.
Within this mask, it is also possible to display a document preview. This should always be done after saving the template to make sure that the creation of the document has worked and all forms are displayed correctly.
In this screen it is also possible to display a document preview.
How does GENESYS look at the average storage period?
The average storage period defines the turnover time of a material in the warehouse. It is used for the preferential valuation of a material. Thus, at the time of valuation, only the individual valuations for goods receipts that were posted in the system within the average storage period are used. If no goods receipt exists within the average storage period, the last recorded goods receipt and its valuation are used.
The average storage period is used for the valuation of a material according to preference law.
The average storage period can be stored or set in two places in the system: on the one hand, you can enter it per material in the material master, on the other hand, you can also set it globally for all materials via System >> Calculation/Valuation >> General Setting:
What can a valuation exchange via intercompany look like?
If the module “Intercompany” has been licensed, it is possible to exchange valuations between clients within GENESYS. In this way, LLEfKs can be transmitted electronically and material valuations and costing reports can be released or made available.
In order to be able to use these functions, the appropriate settings must be made in the “Intercompany” module.
In order to be able to use these functions, the appropriate settings must be made in the client:
To release valuations for another client, the corresponding client must be selected under System >> Calculation/Valuation >> Valuation exchange:
To be able to use the material valuations and logs of another client, the setting must be changed accordingly:
To issue the LLEfKs, the customer must be stored in the master data in order to set the delivery route to the system-internal client. This makes it possible to exchange the proof electronically.
What is the difference between EUR.1 and EUR-MED?
The difference between a EUR.1 and a EUR-MED is that the cumulation countries can be specified for the EUR-MED.
If you want to enter a EUR-MED into the system, you have to select “WVB” (= movement certificate) as the document type and enter the cumulation countries for the items. With indication of the cumulation countries the WVB is considered as EUR-MED.
Rule assignment - difference "not assigned" vs. "cannot be evaluated by machine"?
The message “List rule not fully assigned” indicates that the rule, based on the commodity code, is a so-called “Ex” rule. These have the special feature that the rule text refers to a specific property of the material which must be applied in order to be calculated with this list rule. Explained by means of an example:
Tariff number: 8418
There is an “Ex” rule for this commodity tariff number for the chapter applicable to “Nuclear reactors, boilers, machinery, apparatus and mechanical appliances”.
However, where “refrigerators, freezers, chest freezers and other refrigerating appliances” are concerned, the list rule of 4-digit 8418 must be applied.
GENESYS cannot make this decision because the nature or purpose of the material cannot be evaluated. Therefore, manual intervention is still necessary at this point today.
If a list rule is “machinically not evaluable“, this means that a certain manufacturing process must take place for this rule to be considered fulfilled. This can be, for example, a certain chemical reaction that the material must undergo during production (example: electroplating to improve the corrosion resistance of iron and steel). GENESYS cannot calculate whether such a process takes place and therefore issues the message “cannot be evaluated by machine”. You will always recognise this message by a warning symbol in the material master by the material number.
Why is the agreement country not selectable?
Within GENESYS, only bilateral agreements can be requested, entered, costed and issued. Unilateral agreements (such as GSP or OCT) cannot be mapped via GENESYS.
What is the worst case consideration?
The so-called “worst-case consideration” is always used in GENESYS if the identity cannot be guaranteed one hundred percent. It describes the worst case, which is calculated as the result of a comparison of several possibilities. Thus, the worst-case consideration avoids wrong results by always assuming a negative statement (= no preference) in case of uncertainties.
GENESYS makes this possible by:
- Worst-case consideration in the preferential valuation of input materials from different sources (several suppliers), in that the worse result is used in the case of non-separate warehousing.
- Use of minimum and maximum cost prices in the calculation. For input materials with origin the minimum cost price is used for the calculation and for input materials without origin the maximum cost price is used.
- Input materials for which no records or no maintained records are available are valuated as non-originating input materials.
- In the case of goods receipts from suppliers in non-EU countries, negative evidence is created and taken into account in the calculation.
What does the error message "Customer's email address was empty" mean when sending an email?
In order to send a request via the GENESYS portal, it is necessary that your email address is stored in the GENESYS client. If this is not the case, the error “Customer’s email address was empty” will appear in the document output. You should then store your email address in GENESYS under System >> Client >> Contact person.
FAQs about AES FOR YOU! – Automatic export declarations
Barcode is not displayed in the export accompanying document (ABD). What is the reason for this?
For this purpose, a font must be installed on the respective workstation. You will receive this in the delivery of the client or directly from our customer support.
Can an export declaration be cancelled?
In the “New transaction” status, the export declaration can be deleted in the header data in edit mode via the “Delete” button. If the export declaration is left, it can only be cancelled via the “Cancellation” tab.
The operation has been sent, but it is still set to "New operation". What to do?
The customs system check has detected a professional or technical error. These can be retrieved by right-clicking.
The process cannot be sent to customs because the "Send" button is grayed out. Why?
There is probably a plausibility error here. The system checks all the information in the export declaration. If certain fields that are relevant for customs have not been filled in, you will get a plausibility error. These are recognisable by a red exclamation mark.
What does resubmission/tracking mean?
If customs has not received any information on the whereabouts or the border crossing of the delivery, this must be communicated to customs via the follow-up procedure.
A left process changes to the status resubmission. How do I receive my completion?
Using the Tracking tab, the declaration for an alternative proof can be specified and sent to Customs.
Can one export declaration contain different consignees?
If the delivery items have different recipients, these can be specified individually in the item data. In this case, no recipient may be specified on the header data.
How to create a subsequent export declaration for correction (nK) in AES?
Export declaration contains e.g. incorrect weight information or incorrect number of packages. This was discovered at the customs office of exit. Export declaration must be corrected. Is only possible with the status “Done” and the original export declaration must not have been cancelled.
Customer does not know how to make this export declaration or gets technical error.
Copy the old export declaration and then note the following specifics:
Header data I:
– Date of exit:
YYYYMMD > date when the goods left the EU
– Relevant date:
YYYYMMDD > Date when customs originally released the goods
– Approved exporter:
Delete number/leave blank
Header data II:
– Location of goods / place of loading:
Place of loading must be filled in completely
(always the place of loading and not the current location of goods)
– Intended customs office of exit:
Delete number > instead fill in the Tats. Exit customs office (ask the forwarding agent)
Documents – Type: N830, Reference: MRN of the old export declaration indicate(indicate this document only for the first item)
How to create and manage templates?
The customer wants to create templates for importing data or for pre-populating fields during manual entry.
The client does not have information on how to create or modify templates.
Templates can be created and managed in the same way in all client versions.
Problems with the formation of consignments AES
Operations cannot be cumulated.
There is a licensing problem or incorrect information has been provided.
The accumulation of transactions (not goods items within a transaction) is subject to licensing and is only available to the Professional client version. The package that must be ordered is called consignment formation and can be viewed in the licence information under Administration. The KUM module must be available there.
To be able to cumulate several (new) processes, select them by holding down the CTRL key. Then right-click and select “Cumulate processes”.
If it is not possible to cumulate several (new) processes, select “Cumulate processes”.
If it is not possible to cumulate the desired processes, then the data stock of the individual processes does not match. Depending on the settings, the contents of the following fields or field groups must match:
- Type of declaration (export)
- Type of declaration (transfer)
- Country of export and destination
- Constellation of parties
- Type of transaction (optional)
- Condition of delivery
- Means of delivery
Particularly in the case of address fields, please note that even a different character (e.g. “Meier” / “Maier”, “blank character” / “space”) will result in transactions not being combined!
Problems with the cumulation of goods
Cumulation of goods items within an operation is not possible.
Failure to match field contents.
The following field contents must match in order for positions to be cumulated:
- Goods number
- State of origin
- Goods description*
*Recommendation: Enable cumulation without goods description under System/Cumulation Settings. This way, the goods description is not checked for an exact match, which can be an advantage especially for imports from previous systems.
FAQs about SANSCREEN – Sanctioned party list screening
No logs for "No hits". Why?
No logs for negative checks (=no hits) are displayed.
Setting is still set to “Simple logging”.
Under the menu item System->Options, set the logging to “Detailed logging” to have all logs output. This will now also display logs that did not result in a hit during the check.
What happens if the checked data contains typos or alternative spellings?
Thanks to the error-tolerant S3 logic this is no problem. Partial hits, alternative spellings and deviations are taken into account by the specially developed S3 algorithm, which is based on “fuzzy logic”. Therefore, address checks also lead to hits in such cases if they are sufficiently relevant. This way, you will not miss anything and you will receive optimal hit results for further processing.
During a file check the error message "UNIQUE_KEY restriction ..." is displayed. What does this mean?
The application checks for the file name and has determined that a file with the same name already exists. Since each file may occur only once, the error message “UNIQUE_KEY” is issued if the file has the same name. Provided you rename the file, you can perform the upload process again and start a check.
During a file check the error message "Fault: com.bexcomponents.core.exception.BexException ..." is displayed. What to do?
This error message is issued if the file name contains umlauts. The client cannot interpret these and therefore issues an error. To fix this, the file must be changed so that it no longer contains umlauts. Once the file has been renamed, the check can be performed again.
Change proxy settings in in-house system
Client repeatedly complains about missing font
Although the font Code128bWinLarge.ttf (barcode font) has already been installed, the AUSFUHRPORTAL client complains that the font is missing after a restart and offers to install the font, as with an initial installation.
As of Windows 10 (1809), Windows allows fonts to be installed in multiple locations on the system. If the font is provided as usual by moving it to C:\Windows\Fonts or via context menu/install, the AUSFUHRPORTAL client will not find this font.
The font must be deployed via the context menu/Install for all users. This action may require administrative authentication.
Error when opening PDF documents
An error occurs when trying to open a PDF document from the OUTPUT PORTAL.
This problem can occur if Adobe Reader was installed incompletely or incorrectly.
Open Adobe Reader and run Repair under Help | Adobe Reader Installation. If repair does not help, Adobe Reader must be uninstalled once and reinstalled.
As another problem, you may have multiple Adobe products installed on your computer. Adobe Reader is not the default program for opening PDF files.
To open PDF documents set Adobe Reader (right mouse button | Open with | Select Adobe Acrobat Reader and check “Always open file type with the selected program”). Then opening from the AUSFUHRPORTAL client should also work.
Web service not available
If the web service is not accessible, check the following points:
- Is HTTPS or HTTP being used? If HTTP is still used, the host address should be used with HTTPS.
- Is a proxy being used in the company that blocks the connection?
Please check with your IT and have them check the connection to the host address.
- Is this a new client installation?
Possibly an old client installation is being used. Change the host address to HTTP once under Connection and try to start the client. The client should then update itself and a connection with HTTPS should be possible again.
Info, Templates, Samples & Downloads
Long Term Supplier Declaration Template
Make your life easier with this free template from us.
Regardless of whether your company is active in import or export, it is the duty of the management to perform a business partner screening. How you can do this free of charge & online?
The pro forma invoice is a document that differs from the conventional invoice primarily in that it does not request the buyer to pay. Therefore, it is not recorded for accounting purposes.
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