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!
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.
- 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 column filter can be deleted using the icon .
Why does the sending of the proof via e-mail fail?
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-mails via GENESYS.
How can new forms be integrated?
In order to include a new/changed form, this must be uploaded within the client. To do this, go to the System -> Forms menu in GENESYS. Then right-click within the overview and go to “Upload form” and select the respective form. The form will be uploaded automatically.
Step 2: Edit document
In order to use a document with these forms, a document must be created. You can also use the standard documents as templates. To do this, go to the Documents menu and select the relevant document. With a right click copy this document. A new mask 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 attachment of the document has worked and all forms are displayed correctly.
How does GENESYS consider the average storage time?
The average storage period can be entered or set in two places in the system: On the one hand, you can enter it for each material in the material master. On the other hand, you can also set it globally for all materials via System >> Costing/Valuation >> General Settings:
How can a valuation exchange via Intercompany look like?
In that case, you have to make the appropriate settings in the client to be able to use these functions:
To release valuations for another client, the corresponding client must be selected under System >> Costing/Valuation >> Valuation exchange:
To use the material valuations and logs of another client, the setting must be changed accordingly:
To issue the long-term supplier’s declarations for customers, the customer must be defined in the master data in order to set the delivery route to the internal system client. This enables the exchange of the proof of delivery electronically.
What is the difference between EUR.1 and EUR-MED?
If you want to maintain a EUR-MED in the system, you have to select “WVB” (= movement certificate) as the document type and specify the cumulation countries for the items. By specifying the cumulation countries, the WVB is considered as EUR-MED.
Rule assignment - difference "not assigned" vs. "not evaluable by machine"?
Tariff number: 8418
There is an “Ex” rule for this tariff number for the chapter, which applies to “nuclear reactors, boilers, machinery, apparatus and mechanical appliances”.
However, as far as “refrigerators, freezers, deep freezers and other refrigerating appliances” are concerned, the list rule of 4-digit 8418 must be applied.
This decision cannot be made by GENESYS because the nature or purpose of the material cannot be evaluated. Therefore, manual intervention is still necessary at this point.
If a list rule is “not evaluable by machine“, this means that a certain production process must take place for this rule to be considered fulfilled. For example, this can be a certain chemical reaction that the material must undergo during manufacture (example: galvanizing to improve the corrosion resistance of iron and steel). GENESYS cannot calculate whether such a process takes place and therefore displays the message “Cannot be evaluated by machine”. You can always recognise this message by a warning symbol in the material master by the material number.
Why is the agreement country not selectable?
What is the worst-case consideration?
This is made possible by GENESYS:
- Worst-case consideration in the preferential valuation of materials from different sources of supply (several suppliers) by using the worse result in the case of non-separate warehousing
- Use of minimum and maximum cost prices in the calculation. For materials with origin, the minimum cost price is used for costing, and for materials without origin, the maximum cost price is used
- Materials for which no evidence or unmaintained evidence is available are regarded as non-originating
- Negative statements are created for goods receipts from suppliers from third countries, which are taken into account in the calculation
What does the error message "Customer's email address was empty" mean when sending an email?
FAQs about AES FOR YOU! – Automatic export declarations
Bar code is not shown in the export accompanying document (ABD). What is the reason for this?
Can an export declaration be deleted?
The process was sent, but is still set to "New process". What to do?
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 data in the export declaration. If certain fields that are relevant for customs have not been filled in, you get a plausibility error. These are indicated by a red exclamation mark.
What does resubmission/tracking mean?
A surrendered transaction changes to the status resubmission. How do I receive my completion?
Can an export declaration contain different consignees?
How can a subsequent export declaration for correction (nK) be created in AES?
Export declaration contains e.g. wrong weight data or wrong number of packages. This was discovered at the customs office of exit. The export declaration must be corrected. Only possible with status “Completed” and the original export declaration must not have been cancelled.
Customer does not know how to make this export declaration or gets technical errors.
Copy the old export declaration and then note the following special features:
Header data I:
– Date of exit:
JJJJMMTT > Date when the goods left the EU
– Relevant date:
JJJJMMTT > Date when the Customs originally released the goods
– Approved exporter:
Delete number/remains empty
Header data II:
– Place of goods / place of loading:
Place of loading must be filled in completely
(always the place of loading and not the present place of goods)
– Intended customs office of exit:
delete the number –> fill in the actual customs office of exit (ask the forwarding agent)
Documents – Type: N830, Reference: MRN of old export declaration (specify this document only for the first item)
How can templates be created and managed?
The customer wants to create templates for the import of data or for the preassignment of fields during manual entry.
The customer has no information about creating or changing templates.
Templates can be created and managed in the same way in all client versions. Attached is an excerpt for creating and managing templates from the User Guide Professional_AES_II-Benutzerleitfaden_neutral.doc.
Problems with consignment formation AES
Operations cannot be cumulated.
There is a licensing problem or incorrect information was provided.
The accumulation of transactions (not goods items within a transaction) is subject to licensing and is only available for the Client Version Professional. The package that must be ordered is called shipment formation and can be viewed in the license information under Administration. The KUM module must be available there.
In order to cumulate several (new) operations, mark them by holding down the CTRL key. Then right-click and select “Cumulate transactions”.
If it is not possible to cumulate the required operations, then the dataset of the individual operations does not match. Depending on the settings, the contents of the following fields or field groups must match:
- Type of declaration (export)
- Type of application (transfer)
- Country of export and destination
- Constellation of participants
- Type of transaction (optional)
- Terms of delivery
- Means of transport
Especially with the address fields, please note that even a different character (e.g. “Meier” / “Maier”, “Leer zeichen” / “Leerzeichen”) means that transactions are not combined!
An excerpt from the document Professional_AES_II-Benutzerleitfaden_neutral.doc with further information on cumulation in general is attached.
Problems relating to cumulation of goods
The cumulation of goods items within a transaction is not possible.
Lack of correspondence of the field contents.
The following field contents must match so that items can be cumulated:
- Goods number
- State of origin
- Description of goods*
*Recommendation: Activate cumulation without product description under System/Cumulation settings. This means that the goods description is not checked for exact matches, which can be particularly advantageous 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 Protocol”.
Under the menu item System->Options set the logging to “Detailed logging” to have all logs output. This means that logs are now also displayed which did not result in a hit during the check.
What happens if the checked data contains typing errors or alternative spellings?
During a file check the error message "UNIQUE_KEY restriction ..." is displayed. What does this mean?
During a file check the error message "Fault: com.bexcomponents.core.exception.BexException ..." is displayed. What can be done?
Change proxy settings in the in-house system
Client repeatedly complains about missing font
Starting with Windows 10 (1809), Windows allows fonts to be installed in multiple locations on the system. If the font is made available as usual by moving it to C:\Windows\Fonts or by using the context menu/Install, the EXPORT Portal Client will not find this font.
The font must be provided via the context menu/Install for all users. This action may require administrative authentication.
Error when opening PDF documents
This issue may occur if Adobe Reader is installed incompletely or incorrectly.
Open Adobe Reader and run it under Help | Repair Adobe Reader Installation. If repairing does not help, the Adobe Reader must be uninstalled and reinstalled once.
Another problem may be that several Adobe products are installed on the computer. Adobe Reader is not the standard program for opening PDF files.
To open PDF documents, set the Adobe Reader (right mouse button | Open with | Select Adobe Acrobat Reader and check the box “Always open file type with the selected program”) Then opening from the EXPORT PORTAL client should also work.
Web service not available
If the web service is not available, check the following points:
- Is HTTPS or HTTP used? If HTTP is still used, the host address should be used with HTTPS.
- Does the company use a proxy that blocks the connection?
Please contact your IT department and have the connection to the host address checked.
- Is it a new installation of the client?
Possibly an old client installation is used. Change the host address once to HTTP under Connection and try to start the client. The client should then update itself and a connection with HTTPS should be possible again.