Transactions

Transactions are the individual charge lines that make up an invoice. Each transaction can be linked to a feature, or stand alone. The platform creates transactions automatically from one-off charges, recurring charges and usage charges. You can also create them manually.

How Transactions Are Created

The platform creates transactions from several sources:

For non-usage charges (one-off, recurring, carrier-generated, manual), pricing follows a resolution chain: the platform checks the feature first, then the standard feature, then a fixed fee tariff. See Non-Usage Charges for the full picture.

You can edit existing transactions, for example to change the amount or the commission. If you change a transaction on an invoice that already has a bill PDF (anything other than Unsent), you will need to recreate the bill.

Transaction Page

The transaction page shows the full details of a transaction. The left context menu includes a link to the invoice the transaction belongs to.

Transaction Details

Transaction Type and Transaction Code

The Transaction Type appears on the invoice in the breakdown of charges. The Transaction Code is for your own use.

For transactions the platform adds automatically, the type and code are set using the values specified for the one-off and recurring transaction types on the feature. You can add new transaction types at any time.

Transaction Notes

Notes you enter here appear on the invoice alongside the transaction.

Feature Count

When the platform creates a one-off or recurring charge for a feature that has a feature count, it records that count on the transaction. This count is set when the transaction is created. If you later update the feature count on the feature and back-date the change (by editing the feature or using Actions menu > Change Recurring Charge), existing transactions are recalculated to reflect the new count.

Changing the feature count on the transaction does not change its value. The transaction value is the total value, not a per-item value.

Carrier

Where the wholesale provider of the service can be determined, it is recorded in the Carrier field. For one-off and recurring charges, the provider must be specified on either the feature or, if applicable, the number. For usage charges, the carrier providing the usage records is used.

Date Details

Transaction Date and Bill Date

The Transaction Date is the date shown on the invoice. The Bill Date controls which invoice the transaction appears on. When you create an invoice with a cut-off date, transactions with a bill date before that date are included.

The bill date can be before the transaction date to bill in advance, or after it to bill in arrears. For example, setting a bill date one month before the transaction date causes the transaction to appear on the previous month’s invoice. If a transaction has no bill date, it is included when the transaction date falls before the cut-off date.

Start Date and End Date

These dates appear on the invoice as the period the transaction covers. For one-off charges, only the start date is set. For usage charges, only the end date. For recurring charges, both are set automatically.

Charge Details

When the platform creates a transaction (one-off, recurring or usage), the retail, wholesale and commission values are calculated automatically. You can edit these later, or add them to a new transaction. The charges are totals for the transaction and are not multiplied by the Feature Count.

Viewing a Transaction

You can view any transaction by clicking a link to it. These links appear on the invoice page, in reports, and on the Transactions tab of the customer, number or feature the transaction is linked to. In enhanced mode, hover over any transaction link to see a summary tooltip. This can confirm you’re looking at the right transaction without needing to open the full page.

Editing a Transaction

Steps:

1. View the transaction
2. Click Edit
3. Make the necessary changes
4. Click Save

Optional:

• Load default values using Default Values > Load in the menu bar

What happens:

• If you changed the Transaction Value or Transaction VAT Rate, and the transaction is on an invoice other than Unsent, the bill PDF is automatically marked as out of date. You will need to recreate it.
• Changing the wholesale or commission values does not affect the invoice, so there is no need to recreate the bill.
• Changing other fields does not mark the PDF as out of date, but you can recreate it if you want those changes reflected.

Adding a New Transaction

You can add transactions manually in two ways: linked to a feature, or directly on an invoice.

To a Feature

Add a transaction to a feature when it relates to a specific service. The transaction is placed on the customer’s Unsent invoice, ready to be included on a future bill.

Steps:

1. View the feature
2. Click Add menu > New Transaction
3. Fill in the transaction details
4. Click Save

Optional:

• Load default values using Default Values > Load in the menu bar
• Transaction Bill Date: Set this to bill in advance or arrears. For example, setting a bill date of 01/12/2025 on a transaction dated 01/01/2026 causes it to be billed one month early.

What happens:

• The transaction is added to the customer’s Unsent invoice
• You can then create a new invoice, move the transaction to an existing invoice, or leave it to be billed in a normal billing run

Important: The Transaction Value is the total value, not a per-item value. The Feature Count is shown on the invoice breakdown but does not multiply the value.

Tip: If a fixed fee tariff is configured for the feature, the platform fills in any values you leave empty. For example, leave the Transaction Value blank and the tariff calculates it for you. Enter a value and the tariff is skipped for that field. The tariff can also fill in the wholesale value, commission profile and transaction code.

To an Invoice

Add a transaction directly to an invoice when it should not be linked to any feature. This creates a standalone transaction.

Steps:

1. View the invoice
2. Click Add menu > New Transaction
3. Fill in the transaction details
4. Click Save

What happens:

• If you added a value to a transaction on an invoice other than Unsent, the bill PDF is marked as out of date. You will need to recreate it.
• Empty-value transactions are not shown on the bill, so recreating will have no effect until a value is added.

Deleting a Transaction

Deleting a transaction from an invoice other than Unsent requires recreating the bill. See Deleting Multiple Transactions to delete several at once from an invoice.

Steps:

1. View the transaction
2. Click Actions menu > Delete Transaction

What happens:

• The transaction is deleted and you are taken to the invoice
• If the invoice is not Unsent, the bill PDF needs recreating. If you are making multiple changes, wait until you have finished before recreating.
• If the transaction was a usage charge, the billed usage is reset. The charges may reappear on this customer’s Unsent invoice if a relevant call plan still exists, or on another customer’s Unsent invoice if they now have a matching call plan.

Important: If you cannot see the Delete Transaction action, you do not have delete permission for transactions and/or permission to modify approved invoices.

Deleting Multiple Transactions

You can delete multiple transactions at once from the invoice page. You must specify at least one transaction or one date boundary to prevent accidentally deleting everything.

Steps:

1. View the invoice
2. Select the transactions to delete:
   • Tick the Update boxes next to specific transactions, and/or
   • Enter dates in the On or After and/or Before boxes to set a date range
3. Click Delete Transactions

What happens:

• Only selected transactions within the date range (if specified) are deleted
• If a transaction covers a date range (e.g. a recurring charge) and only part of it falls within the specified dates, it is partially deleted. This can split the transaction into two smaller ones for the periods outside the deleted range.
• If the invoice is not Unsent, the bill PDF needs recreating. Wait until you have finished all changes before recreating.
• If any deleted transaction was a usage charge, the billed usage is reset and may be reallocated using the normal rules.

Important: If you cannot see the button, you do not have delete permission for transactions.

Refunding Transactions

You can refund transactions from the invoice page. Refund transactions are added to the customer’s Unsent invoice. Refunding a transaction on the Unsent invoice deletes it directly instead. If the original transaction is later deleted, its refund is also deleted.

You must specify at least one transaction or one date boundary.

Steps:

1. View the invoice
2. Select the transactions to refund:
   • Tick the Update boxes next to specific transactions, and/or
   • Enter dates in the On or After and/or Before boxes to set a date range
3. Click Refund Transactions

Example: A customer was overcharged £50 on their January invoice. View the January invoice, tick the transaction to refund, and click Refund Transactions. A £50 credit appears on the customer’s Unsent invoice, ready for the next bill.

What happens:

• Refund transactions of the appropriate amount are added to the Unsent invoice
• If a transaction covers a date range and only part of it falls within the specified dates, it is partially refunded
• The original invoice is not changed, so there is no need to recreate it
• You can then create a new invoice (or credit note) immediately, move the refund to an existing invoice, or leave it for the next billing run

Important: If the refunded transaction was a usage charge, the usage stays on the original bill. To move usage to another customer, delete the transaction instead, as usage charges cannot be split across customers.

Applying Credits and Adjustments

There are several ways to apply a credit to a customer’s account, depending on the situation.

Refunding a Specific Charge

If the credit relates to a charge you have already billed, use the Refund Transactions process above. This creates a matching credit on the Unsent invoice linked to the original charge.

You can also refund a single transaction from its own page using the Actions menu > Refund option, rather than selecting it from the invoice.

Adding a Goodwill Credit or Manual Adjustment

Use this approach when the credit is not tied to an existing charge, for example a goodwill gesture, a pricing correction, or a manual adjustment.

Steps:

1. View the customer’s Unsent invoice
2. Click Add menu > New Transaction
3. Set the Transaction Type to Credit, Refund, or Manual Adjustment as appropriate
4. Enter a negative amount in the Transaction Value field (e.g. -25.00 for a £25 credit)
5. Add a description in Transaction Notes so it is clear on the bill
6. Click Save

What happens:

• The credit appears on the Unsent invoice as a negative transaction
• It is included on the next bill, reducing the total amount due
• If the credit is large enough, the bill total may be negative, resulting in a credit note

Example: A customer was promised a £50 goodwill credit for service disruption. View their Unsent invoice, add a new transaction with a value of -50.00, set the type to Credit, and add a note such as “Goodwill credit — service disruption 15/01/2026”. The £50 credit appears on their next bill.

Controlling When the Credit Appears

When a new invoice is created, it picks up Unsent transactions with a date before its cut-off date. If you add a credit dated this month, it won’t appear on this month’s invoice because charges are usually billed in arrears.

To include a credit on the next bill, set the Bill Date to fall in the previous month. This tells the platform to treat it as belonging to that earlier billing period, so it is picked up by the next invoice run.

For example, if your billing runs use a cut-off of the 1st of each month and you add a credit mid-February, set the Bill Date to a date in January (e.g. 31/01/2026). The credit is then picked up when the February invoice is produced. See Transaction Date and Bill Date for more detail on how this works.

Move Transactions

You can move transactions between two invoices on the same customer account, including to or from the Unsent invoice, or to a new invoice.

Moving transactions to or from an invoice that has a bill PDF requires recreating the bill.

You must specify at least one transaction or one date boundary.

Steps:

1. View the invoice that currently holds the transactions
2. Select the transactions to move:
   • Tick the Update boxes next to specific transactions, and/or
   • Enter dates in the On or After and/or Before boxes to set a date range
3. Select the destination invoice from the drop-down next to Add to Invoice
4. Click Add to Invoice

What happens:

• Selected transactions within the date range (if specified) are moved to the destination invoice
• If a transaction covers a date range and only part of it falls within the specified dates, it is partially moved. This can create up to three smaller transactions: one for the period before the range, one for the moved portion, and one for the period after.
• Both the source and destination invoices may need their bill PDFs recreating. Wait until you have finished all changes before recreating.
• If any moved transaction was a usage charge, the associated usage moves with it. When a date range is specified, only usage within that range moves.