Reissue Posted Invoices

If an issue arises, such as an incorrect address, customer name, or incorrect quantity, price, or taxes, you can reissue a posted invoice to make the necessary corrections. 

Typically, a posted invoice can not be updated, but you can reissue the invoice. By clicking reissue, a duplicate of the posted invoice is created in draft. From there, you can edit the draft invoice to correct the errors. This can include updating a customer's address, which will impact tax calculations.

Note that you must change the customer's address in the customer record, as it cannot be changed directly on the invoice.

Once it's been corrected, you can post the invoice. 

Note: The original posted invoice will remain and must be refunded and voided.

To reissue and invoice, complete the following:

Note: Disabling Auto Post Draft Invoice and Post Ready Draft Charges on Renewal is critical. If left enabled, the system may post the draft before you’ve made all necessary adjustments. 

1. In Stax Bill, locate the posted invoice to be modified. Use the Invoice menu or locate the historical invoice for a particular customer. 
2. Click the Details button to open the invoice view. 
3. On the bottom, click Reissue. 
4. On the Reissue Confirmation page, you can add a note and click Reissue.
5. A duplicate draft invoice is created, allowing you to modify it as needed to make any necessary corrections.
6. Once updated, click Post Invoice.

Please note that the original invoice will remain available and can be refunded or voided as needed. 

Using the Reissue Posted Invoices Feature

Scenario 1: A customer has an error in their address and is charged incorrect or no taxes. 

1. Navigate to the customer's overview and update the customer's address.
2. From the Customer page, under invoices, find the incorrectly posted invoice.
3. On the invoice details, click Reissue.
4. Verify the totals on the invoice and taxes.
5. Reverse the original invoice. 
6. Post the new reissued invoice.
7. Apply any payments or credits on deposit to the new invoice; the system automatically does this after a specified period. 

Scenario 2: Correcting a mistake in quantity on an invoice:

1. Click reissue to generate a new invoice.
2. Make the changes on that new invoice
   1. For an individual row 
      1. Click the edit button (square and pencil)
      2. This will open a modal to modify the single line item on the invoice.
      3. Modify the line and save your changes.
   2. To edit multiple line items, click the Edit button in the top-right corner of the invoice.
      1. On the Edit Invoice page, users can make changes to multiple lines simultaneously. 
      2. Click Save. 

1. Reverse the old invoice.
2. Post the new, edited invoice.
3. Allocate any remaining payments or credits from the old invoice, or proceed with collections as needed. 

Scenario 3: An extra line appears on an invoice. 

1. Same steps as Scenario 2, up to step ii.
2. After re-issuing the invoice, click Edit in the top right corner, instead of the small line edit buttons. 
3. Beside the row you want to remove, click Cancel or Delete. (I can't remember the exact word on screen)
4. When you're done, save your changes.

1. Complete the steps as in Scenario 2 up to step i.
2. Modify the service dates on the line item. Note that when modifying the dates on a line, if proration was enabled, the amounts can be recalculated using the button below the amount for that row.
3. Click Save.