Review a customer invoice

You will open a customer invoice on the dashboard, understand what its status means, and know the right next step—send it, charge a saved payment method, wait for the customer, or record cash or check.

Use this guide when you need to double-check an invoice before sending, answer a customer question about what they owe, or figure out why an invoice still shows as unpaid.

Before you start

You can open Payments > Invoices.
You know the customer name or invoice number you are looking for.
If you plan to change or void an invoice, confirm your facility's policy with a manager first.

Find the invoice

Open Invoices
Go to Payments > Invoices.
Click Customer
Click Customer so you only see bills sent to customers—not vendor bills.
Search if needed
Use the search box for customer name, email, invoice number, or invoice ID.
Expected result: The invoice you need appears in the table.
Open the invoice
Click the invoice row to open its detail page.
Expected result: You see the customer name, line items, totals, status, and action buttons such as Actions or Finalize invoice.

Invoices list with Customer tab selected showing invoice statuses and amounts — Check the Status column on the list before you open an invoice—it tells you what should happen next.

What each status means

Draft — Your team is still preparing the invoice. It is not ready for the customer to pay yet.

Open — The invoice is finalized and waiting for payment (online, cash, check, or charge on file).

Paid — The invoice has been paid in full.

Void — The invoice was canceled and can no longer be paid.

Uncollectible — Your team does not expect to collect the money.

Waiting for customer — The customer must choose a payment method (or complete a payment preference step) before the invoice can continue.

What to do for each status

Draft — review before sending
Open the draft and read every line item and the total. When it is correct, use Finalize invoice or the send option your team uses.
Why: Drafts let managers catch mistakes before a customer sees the bill.
Open — collect or remind
If the customer should pay online, resend the email or share the payment link. If they paid cash or check, use Mark as paid (cash/check). If they have a card on file, you may see Charge payment method on file under Actions.
Full steps: Send and collect customer payments.
Waiting for customer — send a reminder
Use Remind customer or Send reminder email so they can choose how to pay.
Expected result: The customer receives instructions to complete the payment preference or pay the invoice.
Paid — no collection needed
You can still open the invoice to view payment history or print records for the customer. Do not mark it paid again.

Read the invoice detail page

When the invoice is open, scan these areas:

Customer — Name and email match who should be billed.
Line items — Descriptions are clear and quantities are correct.
Subtotal, tax, fees, total — Math looks right for your facility's tax and fee rules.
Due date — Matches your agreement with the customer.
Payments & transactions — Shows online attempts, processing state, or recorded cash/check payments.

Issue Invoice window showing line items and payment summary—use the same fields when reviewing totals on a saved invoice — Line items and totals on the invoice detail page follow the same structure you used when creating the invoice.

Common mistakes to avoid

Do not confuse Customer invoices with Vendor invoices on the list—they are different workflows.
Do not mark an invoice paid until you actually received cash or check.
Do not void or recreate an invoice without manager approval—customers may still have an old payment link.

Troubleshooting

What to do next

Ready to send, charge, or record payment → Send and collect customer payments
Need to create a new bill → Create an invoice
Monthly repeat charges → Manage recurring billing