Refund credits secured but not invoiced

A reseller recently asked, “Why hasn’t a customer been invoiced for a refund credit secured?”

Useful tip

Check the log of events on the Detail view for the shipment. If the refund credit was verified after the most recent invoice, then a service fee related to the refund credit will show up on next week’s invoice.

Troubleshooting invoicing

Check the customer settings

The Payment terms for a customer must be set to percentage-based pricing. The following guide is intended to navigate you to the page to verify this setting.

1. Login to your account.
2. On the left sidebar, tap Users.
3. Search for the user on the page.
4. Click the pencil icon to the right side of the User record.
5. Open the Edit user page.
6. Navigate to the Billing disputes and billing mistakes setting.
7. Verify that Percentage is the option selected for the customer.

Check the date of the refund credit

Any refunds credited after the most recent invoice date will show up on the next invoice for a customer. The intent of this section is to showcase the path to verify that the refund was secured after the most recent invoice.

1. Login to your account.
2. On the left sidebar, tap Users.
3. Search for the user on the page.
4. Click the pencil icon to the right side of the User record.
5. Navigate to the Invoices card located at the bottom of the Edit user page. 
   

   Useful tip

   All invoices are shown in reverse chronological order; the most recent invoice is at the top of the list.

6. Record the date of the most recent invoice. This will be used to qualify the date of the service failure.
7. Tap Shipments > All  in the left sidebar.
8. Search for the Tracking number using the feature at the top of the page.
9. Tap the Tracking number to open the Detail view for the shipment.
10. Navigate to the Dispute activity table on the Detail view for the shipment.
11. Note the date of the verification of the refund credit for the shipment.

If the date of the refund credit is after the date of the most recent invoice, then the service fees for this shipment will show up on the next invoice posted to the customer account.