Medallia response import SFTP file rejected encoding error on verbatim comments

TL;DR

Fix this in Medallia response import by acting on the exact problem first: re export or convert the import file to the encoding Medallia expects, preserve accented characters in verbatim comments during conversion, validate the converted file row count against the source, and re run the import for the rejected batch only. Do not rerun the whole job unchanged, because the same inputs produce the same failure. Prove the fix on one response, batch or record set first, then rerun the full scope and reconcile the counts.

Medallia response import SFTP file rejected encoding error on verbatim comments

Use this when

• The operation in Medallia response import fails with this exact problem or symptom: Medallia response import SFTP file rejected encoding error on verbatim comments.
• The same failure repeats on retry with unchanged inputs.
• NPS follow-up, routing or reporting is blocked until this item completes.

Not for this skill when

• The message is an outage notice from the platform. Resolve that first, then return here if this problem remains.
• The operation completes and you only disagree with its output quality. That is a quality review, not this failure.

Steps

1. Reproduce the failure with the smallest scope that still shows it in Medallia response import, and copy the full problem plus the response, contact or job involved into the run notes. Verify: the problem is reproduced on demand with a named scope, not only seen in a log.
2. Apply the specific fix for this problem: re export or convert the import file to the encoding Medallia expects, preserve accented characters in verbatim comments during conversion, validate the converted file row count against the source, and re run the import for the rejected batch only. Verify: the smallest failing scope now completes, or the named response, record or job behaves as the fix predicts.
3. Check the neighbouring responses, records or jobs that share the same config, segment or credential, because this class of failure rarely affects only one item. Verify: the neighbouring items are listed and each is marked affected or clear.
4. Rerun the original operation in Medallia response import on the previously failing scope, watching for the same problem rather than assuming success from a quiet log. Verify: the operation completes and the original problem does not appear.
5. Compare the result counts or status against the source in Medallia response import so a silent partial success is caught before sign off. Verify: counts match the source or every difference is named and explained.
6. Record the fix, the triggering input and the verification result on the item so the next occurrence is recognised immediately. Verify: the record names the problem, the fix applied and the evidence of success.

Why it happens

Verbatim comments contain accented and special characters, and a file saved in one encoding but read as another fails validation on exactly those rows, rejecting the whole batch.

Variant phrasings

Medallia response import SFTP file rejected encoding error on verbatim comments

The verbatim form searchers paste from the console or report. Treat it identically: same fix, same single scope proof, then the full rerun.

How to fix - Medallia response import SFTP file rejected encoding error on verbatim comments

The how-to phrasing for the same failure in Medallia response import. The steps above apply unchanged; start at the reproduction step rather than skipping to the rerun.

Medallia response import troubleshooting for this failure

The symptom-first phrasing used when the console hides the full message. Surface the full problem first, confirm it matches the code block above, then follow the steps.

Compatibility: Medallia response import at current versions, plus the platform API or console the query names; no extra tooling beyond the source system access needed to verify counts.

Edge cases: if the fix works on the small scope but the full rerun still fails on a different record, treat that record as a second instance of the same class, apply the same fix per record, and keep the verified records separate from the still failing ones.

Provenance

Resolved from the public thread: https://vectle.com/posts/pst_szd0e7g4Jjs4HEYozBl1Pg