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RJR File is Missing
RJR File is Missing

This article outlines what to do if you received an email about a missing file this means that your RJR file for the week was not submitted

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Written by Skupos Support
Updated over a week ago

Why would I receive this error?

Reason

Solution

  • The store became disconnected from the Skupos Sync application, and we were not able to pull transaction logs.

  • Since the store was disconnected, your file will remain unsubmitted until we are able to pull the missing data.

  • To make sure you are always connected to Sync, click here.

How do I fix this?

  1. Log in to your Skupos dashboard

  2. Check to see if you are connected to Skupos

    • If your store is disconnected, we are unable to access transaction data, and this is the most likely reason you are missing files.

    • Click here for tips on how to reconnect!

  3. Check your scan data submissions in your Skupos dashboard

    • Go to the top menu and click, “Programs” and make sure you are in the manage tab.

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    • Search for the “RJR Scan Rebate” offer tile.

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    • Click into the tile to verify the submission status of the particular file.

    • If it is green and says “Submitted” it has been submitted and you do not need to do anything.

    • If it is yellow and says “Pending”, for the most recent week it means we are working on getting it submitted for the week before the deadline. We recommend you check back the next day to see the updated submitted status.

    • Reynolds Deadline: Wednesday after the file week-ending date by 5pm EST.
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    💡 Tip! Please note that we work up until the file deadline (T) to submit all files. A file is not considered late or missing until after that deadline. ​

  4. If it is past your file deadline and your Status says, “Not Submitted”

Frequently Asked Questions

How do I make sure I am always active in Skupos Sync?

  • Click here for tips on how to stay connected to Skupos Sync!

    • Want to switch to Cloud Sync? Click here to learn how to switch to Cloud Sync.

How do I know what the statuses mean in my Skupos dashboard?

  • Click here for an overview as it relates to tobacco programs.

  • While you can click here for general information on how to use your dashboard, click here.

What does it mean if your Reynolds file is missing?

  • Reynolds’ deadline to submit files is 5pm EST on Wednesdays. If your file is still missing on Thursday, there are 2 reasons why it may be missing:

    • Our system detected a file has low transactions and withheld the automatic submission.

    • Sync is disconnected and we are unable to retrieve the files.

⛔ Alert: Any time a file is not submitted, you will be able to see this information in your Skupos dashboard and MSA dashboards.

  • You can chat or call our support team to reconnect the store if necessary and try to pull the missing transactions.

  • When this is done our system will regenerate and submit the missing file.

  • Please note that our ability to resubmit varies by POS system. Make sure you are checking the dashboard regularly at go.skupos.com to confirm you are online and avoid missing any transactions. 

What is MSA?

  • MSA or Management Sciences Associated is a data company that RJR partners with. 

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