Requesting, Re-sending and Correcting Invoices

Article Type: Internal Process 
Audience: Support Agents 
Visibility: Internal Only 
Category: Billing & Finance 
Section: Invoice & Payment Handling

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Overview

Use this article when a customer contacts support about:

• Requesting a copy of an invoice
• Not having received their invoice
• Wanting an invoice sent to a different email address
• Errors on an invoice (wrong VAT number, address, company name)
• Needing a credit note issued

This article helps agents to:

• Re-send invoices quickly and correctly
• Handle invoice corrections without escalation where possible
• Know when to escalate to finance

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Re-sending a Copy of an Invoice

If a customer requests a copy of an invoice:

1. Ask for the order number and/or invoice number
2. Locate the invoice in the system
3. Re-send the invoice to the customer's registered email, or to the email they specify
4. Confirm in the ticket that the invoice has been re-sent

Internal Note Example:

Customer requested copy of invoice for order #[ORDER]. Invoice re-sent to [email]. No further action needed.

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Invoice Sent to Wrong Email Address

If an invoice was sent to the wrong email address:

1. Verify the customer's identity against the order
2. Update the invoice email address in the system
3. Re-send the invoice to the correct address
4. Note the change internally

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Errors on an Invoice

Common invoice errors and how to handle them:

If a corrected invoice cannot be issued directly, escalate to Finance Escalations with a clear description of the error.

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Issuing a Credit Note

Credit notes are issued when:

• An invoice contains an error that has been corrected
• An order has been cancelled after invoicing
• A refund has been approved (see Refunds section)

Agents cannot issue credit notes directly. Escalate to finance with:

• Order number
• Invoice number
• Reason for credit note
• Correct amount (if known)

Internal Note Example:

Customer reports invoice error — wrong VAT number applied. Correct VAT: [VAT]. Escalated to finance for corrected invoice and credit note.

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Adjusting Invoice Email Preferences

If a customer wants invoices sent to a different address going forward, or wants to separate invoice emails from marketing:

1. Update the invoice email in the customer's account
2. Confirm the change to the customer
3. Note internally that email preference has been updated