What you will accomplish

You will know which tool to use when a customer invoice needs to change after it was created—void, issue credit note, or edit invoice—and how to complete each step without duplicate charges or a broken payment link.

Use this guide when:

• The wrong amount, customer, or line items were sent
• The customer paid by cash or check and you need to remove processing fees from the balance
• A customer should not pay an invoice anymore (duplicate bill, canceled service, wrong month)
• Your manager asked you to fix a finalized invoice instead of creating a brand-new bill from scratch

Before you start

• You can open Payments > Invoices and find the invoice on the Customer tab.
• You know the invoice status (Draft, Open, or Paid)—see Review a customer invoice.
• You know what went wrong (wrong amount, wrong customer, duplicate bill, customer already paid another way).
• Your manager approved voiding, crediting, or editing if your team requires sign-off.

Choose the right fix

Not every mistake uses the same button. Pick the option that matches what should happen next.

Situation	Best choice	Why
Invoice never sent; still internal	Fix the Draft, then Finalize invoice	Safest time to catch mistakes
Duplicate invoice sent by mistake	Void invoice	Customer should not see two identical bills
Wrong customer on the invoice	Void invoice, then create a new invoice	Keeps payment history clean per customer
Line items or total need to change	Edit invoice	Builds a corrected draft from the finalized bill
Customer paid cash/check and should not pay processing fees	Issue credit note → Processing fees only	Removes the fee without voiding the whole invoice
Small discount on an open balance	Issue credit note → Custom amount	Lowers what the customer still owes
Customer already paid in full	Ask your manager	You may need a refund process outside this guide

Open the invoice you need to fix

1. Go to Payments > Invoices

   Sign in to your dashboard. In the left sidebar, click Payments, then Invoices. You can also open Payments > Invoices directly.

   Expected result: You see the Invoices page with tabs such as All, Customer, and Vendor.

2. Click Customer

   Click Customer near the top of the page.

   Why this matters: The Vendor tab is for bills your facility receives from outside companies. Stay on Customer for customer corrections.

3. Find and open the invoice

   Search by customer name, email, or invoice number if needed. Check the Status column, then click the invoice row.

   Expected result: The invoice detail page opens with the customer name, Status badge, amount due, and Actions on the right (for open invoices).

Fix a draft before anyone pays

Drafts are the safest time to catch mistakes—nothing has been sent to the customer yet.

1. Open the draft invoice

   From the Customer tab, click a row with Draft status.

2. Review line items and total

   Scroll through each line. Fix descriptions, quantities, tax, or due date on the page if your role allows editing.

   Why this matters: Changes on a draft do not affect the customer until you finalize.

3. Delete if the draft is not needed

   Click Actions, then Delete draft if the whole invoice was created by mistake.

   Expected result: The invoice disappears from the list.

4. Finalize when correct

   Click Finalize invoice when the bill is ready to send or charge.

   Expected result: Status becomes Open or Waiting for customer.

Void an invoice

Use Void invoice when the customer should not pay this bill at all.

1. Confirm the invoice is Open

   Void invoice appears when status is Open. You cannot void a Draft (delete the draft instead) or a Paid invoice (ask your manager about refunds or credits).

   Expected result: Status badge shows Open.

2. Open Actions

   Click Actions in the top-right area of the invoice detail page.

3. Choose Void invoice

   Scroll to the bottom of the menu and click Void invoice (red text).

   Why this matters: Voiding tells the system this bill is canceled. The customer's old payment link will stop working.

4. Read the confirmation window

   A window titled Void this invoice? appears. Read the warning: the customer can no longer pay this invoice, and voiding cannot be undone.

   Add an optional Reason for voiding (for example Duplicate of INV-1042).

5. Click Void invoice to confirm

   Expected result: Status changes to Void. The invoice stays on the list for your records but can no longer be paid.

Issue a credit note

Use Issue credit note when the invoice should stay open but the amount due should go down.

1. Open an Open invoice

   From Payments > Invoices (Customer tab), open the invoice with Open status.

2. Open Actions and choose Issue credit note

   Expected result: A window titled Issue credit note opens showing the current balance.

3. Choose the credit amount

   Pick one option:

   • Processing fees only — Removes card processing fees (common after cash or check payment).
   • Full balance — Credits everything still owed on the invoice.
   • Custom amount — Enter a specific dollar amount (cannot exceed the balance).
4. Save the credit note

   Click Issue credit note.

   Expected result: The amount due drops. Resend the invoice if the customer needs to see the new balance—see Send and collect customer payments.

Edit a finalized invoice (void and recreate)

Use Edit invoice when line items, quantities, or descriptions need to change and you want a new draft built from the current bill.

Important: The system voids the current invoice and creates a new draft you must review and finalize again.

1. Open Actions and choose Edit invoice

   On an Open invoice, click Actions, then Edit invoice.

   Expected result: A window titled Edit finalized invoice? explains the old invoice will be voided.

2. Click Confirm

   Add an optional void reason, then click Confirm.

   Expected result: You land on a new Draft invoice. The old invoice status becomes Void.

3. Fix the draft and finalize again

   Update line items and totals. Click Finalize invoice, then resend so the customer gets the corrected bill.

   Expected result: A new Open invoice replaces the voided one.

Common mistakes to avoid

• Do not void an invoice the customer already paid without manager approval.
• Do not create a second open invoice for the same job without voiding or crediting the first one—customers may pay twice.
• Do not skip telling the customer when voiding and sending a replacement bill.
• Do not use Issue credit note when you meant to void the entire invoice.

Troubleshooting

What to do next

• Invoice is correct and unpaid → Send and collect customer payments
• Need a brand-new bill → Create an invoice
• Month-end totals → Review the Invoices Report