Sometimes an expense is rejected by mistake - for example the approver clicked “Reject” instead of “Request changes”. This creates delays and unnecessary rework. Here’s how to solve it quickly and avoid repeated issues.

Quick resolution

1. Check the rejection reason
   • Look at the rejection comment to confirm if it was a mistake.
   • In case of need ask the person that made the rejection.
2. Reset the approval flow (recommended)
   • An Admin can reset the approval flow of the rejected expense.
   • This sends the expense back to the beginning of its approval process, so it can be reviewed and approved again without the employee having to resubmit everything.
   • Always add a comment (for audit purposes) explaining that the reset was due to an accidental rejection.
3. As a fallback: employee resubmits
   • If resetting isn’t possible or the admin prefers a clean record, the employee can create a new expense.
   • They should reference the rejected expense in the description.

How to prevent repeated mistakes

• Encourage use of “Request changes”
  • Approvers should use “Request changes” when details are missing or incorrect, and keep “Reject” only for clear violations (out of policy, fraudulent, duplicate).
• Always leave a comment when rejecting
  • Require approvers to write a clear reason when rejecting. This helps employees and admins decide whether a reset or resubmission is appropriate.
• Review training needs
  • If one approver rejects incorrectly often, check whether they understand the approval options and provide guidance.
• Approval flow setup
  • Keep approval flows role-based (e.g. Manager, Admin) where possible, to reduce single-person bottlenecks and mistakes.

When to contact Factorial Support

Reach out to Support if:

• Resetting the flow does not work or produces unexpected behavior.
• You suspect a UI problem (for example, the wrong button action).
• Approval assignments do not match the intended roles.