Purpose Statement

The Record Payments, Adjustments, and Refunds feature allows users to accurately manage invoice balances by recording payments, applying discounts, writing off invoices, processing refunds, sending invoices to collections, and accepting online payments. Proper use of these tools helps maintain accurate financial records and ensures invoice statuses remain up to date.

Background Information

Invoices may require updates after they have been created. Depending on the situation, users can:

• Record full, partial, or line-item payments.
• Accept online payments through Stripe (if enabled).
• Apply discounts by amount or percentage.
• Write off invoices.
• Update invoice statuses by sending them to collections.
• Process full or partial refunds after payments have been recorded.
• Reprint or resend updated invoices after changes have been made.

Some actions require approvals, reasons, or additional information such as payment notes or check numbers.

Required Permissions

Users must have permission to:

• Access the Invoicing module.
• View and edit invoices.
• Apply payments.
• Process refunds.
• Apply discounts.
• Write off invoices.
• Send invoices to collections.
• Reopen invoices (required before processing a refund on a closed invoice).
• Print or email invoices.

Note: Permission names may vary by agency configuration. Administrators should ensure users have the appropriate invoicing permissions assigned.

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Step-by-Step Guide

Record a Full Payment

1. Navigate to Module Stack > Invoicing > Invoice List.
2. Open the invoice you want to update.
3. Select Apply Payment.
4. (Optional) Change the Payment Date if entering a payment received on an earlier date.
5. Select Full Payment.
6. Choose the Payment Type.
7. Complete any required fields:
   • Enter a Note (required for all payment types).
   • If paying by Check, enter the Check Number.
8. Select Apply.

Record a Partial Payment

1. Open the invoice.
2. Select Apply Payment.
3. Choose Partial Payment.
4. Enter the payment amount.
5. Verify the remaining invoice balance updates automatically.
6. Select the payment type.
7. Enter the required note.
8. If using Check, enter the check number.
9. Select Apply.

Pay Individual Line Items

1. Open the invoice.
2. Select Pay Line Item.
3. Select the line item(s) to pay.
4. Choose the payment type.
5. Enter the required note.
6. Select Apply.

Note: Selecting every line item automatically converts the payment into a full invoice payment.

Accept an Online Payment

Prerequisite: Your agency must have a Stripe account configured.

From inside an invoice:

1. Open the invoice.
2. Select Pay Online.
3. A new browser tab opens.
4. Enter the customer's payment information.
5. Select Pay Now.

Or from the Invoice List:

1. Locate the invoice.
2. Select Apply ePayment.
3. Enter the payment information.
4. Select Pay Now.

Write Off an Invoice

1. Open the invoice.
2. Select Write Off.
3. Select the approving user.
4. Enter the required reason.
5. Select Apply.

Apply a Discount

1. Open the invoice.
2. Select Discount.
3. (Optional) Change the discount date.
4. Select the approving user.
5. Choose one of the following:
   • Amount — Enter a fixed dollar amount.
   • Percentage — Enter the discount percentage.
6. Enter the required reason.
7. Verify the invoice total updates automatically.
8. Select Apply.

Send an Invoice to Collections

1. Open the invoice.
2. Select Send to Collections.
3. Select Apply.

Sending an invoice to collections updates the invoice status.

Process a Refund

1. Record a payment on the invoice.
2. Save the invoice.
3. Reopen the invoice if necessary.
4. Select Refund.
5. (Optional) Change the refund date.
6. Select the approving user.
7. Choose either:
   • Full Refund
   • Partial Refund
8. If processing a partial refund, enter the refund amount.
9. Select the payment type.
10. Complete all required fields:
    • Enter a note.
    • If refunding by check, enter the check number.
    • Enter the refund reason.
11. Select Apply.

Print or Email an Updated Invoice

After making invoice changes:

1. Select Print & Send.
2. Choose one of the following:
   • Email the invoice using the populated recipient list.
   • Mark the invoice as printed and mailed
3. Select Print to generate a printable invoice.
4. Save to a folder
5. Optionally expand the invoice into presentation mode for easier viewing.

Best Practices

• Record payments using the actual payment date whenever possible.
• Include meaningful notes for every payment and refund.
• Verify check numbers before applying check payments or refunds.
• Confirm approval before applying discounts, write-offs, or refunds.
• Review invoice balances after partial payments or discounts.
• Reprint or resend invoices after financial adjustments have been made.
• Reopen invoices only when necessary to process corrections.

Troubleshooting & FAQs

Why can't I process a refund?

The invoice must first have a recorded payment. If the invoice has been closed, you may also need permission to reopen it before the refund option becomes available.

Why is the Check Number field required?

The Check Number field is required whenever the payment or refund method is Check.

Why won't Apply let me continue?

Verify all required fields have been completed, including notes, approval selections, reasons, and check numbers when applicable.

Why did my line-item payment become a full payment?

Selecting every line item automatically converts the transaction into a full invoice payment.

Why doesn't Pay Online work?

Online payments require your agency to have a configured Stripe account.

Does sending an invoice to collections change the balance?

No. Sending an invoice to collections only updates the invoice status.