This view provides summary and detail information for the selected invoice. The view selector in the upper right corner lets you toggle between several views:
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Invoice Summary – The default view presents the entire invoice amount, including both account- and service-level charges and credits. This view lets you drill down for additional summary and detail information by charge category (usage, recurring, non-recurring, etc...).
Service Summary – When there are multiple services associated to an invoice, the service summary can be used to view sub-totals by service.
Corporate Hierarchy – This option is only available for corporate accounts.
How to Access
You can access this view from several areas in Customer Care:
The last invoice link in the Billing InfoPanel on the Account Summary.
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A selected New Charges link on the Account Balances view.
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Selecting an invoice on Invoice History page.
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Drilling Down on Charge Categories
Links in the left pane of the Invoice Summary let you drill down to summary/detail information for invoice categories. The available categories depend on the invoice content. For example, the invoice may or may not include adjustments. Clicking a link displays this information under Summary and Detail tabs in the right pane.
Payments Received (summary only, no detail)
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Adjustments (summary only, no detail)
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Note
The Separate Charge Adjustments setting (MANAGE > Settings) lets you break out credit and charge (debit) adjustments on invoices. The setting is disabled by default such that all adjustments are combined on one line. When Separate Charge Adjustments is enabled, the invoice displays will break out credit and charge adjustments separately, moving the charge adjustments down into the My Charges section and including the charge adjustment amount in the My Charges and Total New Charges sub-totals.
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Note
Desktop Client also has a Separate Charge Adjustments setting that, when enabled, breaks out credit and charge adjustments separately on invoices. Due to architectural constraints, Customer Care and Desktop Client cannot share the Client setting. These settings must be maintained separately.
Usage
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Summary Tab
Details Tab
Recurring Charges
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Summary Tab
Details Tab
Non-Recurring Charges
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Taxes
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Summary Tab
Details Tab
Discounts
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Summary Tab
Details Tab
Installment Plans
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Summary Tab
Details Tab
Paperless Billing Charges/Discounts
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Charges or discounts for paperless billing are presented on the Invoice Summary when applicable.
Charge example:
Discount example:
Clicking the View Details link displays status information (charge applicable shown below).
Icon Tray Functions
You can also:
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Navigate to the invoice history (Back to Invoices link)
View the PDF
(This icon is only available when this functionality is enabled via MANAGE > Settings > General > Display Invoice PDFs).View/attach documents
View/Manage Disputes
View/Manage Credits
Invoice Compare
The Compare button lets you compare this invoice side-by-side with another invoice.
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For details, see Comparing Invoices.
Click End Compare to exit the compare view.
Creating Disputes and Issuing Credits
Click to Credit refers to crediting charges after they have been invoiced. When a call record, monthly recurring charge, or nonrecurring charge is credited, the system will calculate the amount (including taxes) for the credited item and create an Adjustment on the account.
As an alternative you can open a dispute for one or more charges. When you open a dispute you can make a journal entry or open a follow-up to document the dispute as required.
Note
Disputes and click-to-credit are mutually exclusive. Creating a dispute on an item disables the click-to-credit functionality and vice versa.
For details see:
Opening a Dispute from the Invoice
Note
Opening,a dispute requires the new Manage Disputes permission. This permission has been added to the Customer Care Admin role.
On the Invoice:
Select the item to be disputed.
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Click the Details tab.
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Click the Create Dispute icon (
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This provides check boxes next to each item to let you select which items to dispute, as well as buttons to let you proceed or cancel.
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Notes:
This release does not include support for disputes of unbilled usage. Usage disputes will be supported for billed usage.
You cannot select items already in dispute.
You can select closed dispute items to re-open them.
Disputes and click-to-credit are mutually exclusive. Creating a dispute on an invoice item disabled the click-to-credit functionality and vice versa.
After selecting items to dispute, click CREATE DISPUTE(S) to proceed. This displays the Create Disputes dialog with the selected items listed.
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Note
The Amount field represents the amount to be credited for the item and defaults to the original charge. You can adjust the amount to a value less than the charge; however, the Amount cannot exceed the original charge. The Amount value is for information only. The account will not be credited until an adjustment is applied.
The Description defaults to the name of the item being disputed. This value is read-only here; however, the Description can be edited if/when you edit the dispute.
The Remove link next to each item (red X) gives you the option to remove the item from the list of items to be disputed.
If the default amounts are correct, you can simply click SAVE to create the dispute(s), or you can adjust the amount(s) as needed. Or you can click CANCEL to cancel the disputes for all listed items.
Click to Credit on an Invoice
Click to Credit refers to crediting charges after they have been invoiced. When a call record, monthly recurring charge, or nonrecurring charge is credited, the system will calculate amount (including taxes) for the credited item and create an Adjustment on the account.
Note
Disputes and click-to-credit are mutually exclusive. Creating a dispute on an invoice item disables the click-to-credit functionality and vice versa.
From the Invoice Detail page:
Click the link associated with eligible categories for click to credit:
Usage charges OR
Nonrecurring charges OR
Recurring charges
Click on the Details tab.
Hover over the far right column for a charge to display the Issue Credit icon.
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Click to display the Create Adjustment form.
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Pending Invoices
When viewing the details for a pending invoice, a label indicates the Preview or Unapproved status as applicable.
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Service Summary
Use the view selector to display the Service Summary view for an invoice.