Invoices

One searchable list of invoices with the seven views a biller actually uses, and an invoice record that can answer a customer’s question without opening anything else.

What you need: the Billing section and permission to list invoices.

The views

View	Shows	When it is empty
All	Every invoice	”No invoices yet.”
Unsent	Not raised yet - the customer’s open bill	”No unsent invoices waiting to be raised.”
Undelivered	Raised but never delivered	”Every raised invoice has been delivered.”
Delivery failures	The invoice email came back with a failure	”No invoice delivery emails have failed.”
Unpaid	Raised with something outstanding	”No raised invoices are unpaid.”
Overdue	Raised, dated, outstanding and past its due date	”No invoices are overdue.”
Credit notes	Credit notes only	”No credit notes.”

Delivery failures disappears for operators who cannot list sent emails.

Searching

One box covers everything: customer name, account number (including derived prefix and offset account numbers), postcode, email address and first phone number.

Columns and tags

Columns are the invoice, customer, date, due date, gross, paid and outstanding, with the email failure on the failures view.

Which columns appear follows the invoice Form Fields “Display (CRM)” configuration, falling back to your normal Display settings. Trim it to what your team needs without touching the backend.

Row tags flag Credit note, Debit note and Not delivered, plus the payment state: Paid, Overpaid, Part paid, Unpaid and Overdue. An unraised invoice shows a muted Unsent instead of a number.

Invoice actions

Opening an invoice gives the paper actions, each under its existing backend permission.

View PDF

Opens the produced invoice document in a new tab. Available once the invoice is raised and created.

Email Invoice

Sends the invoice to the customer.

Important: emailing an invoice can start an automatic collection. The result banner tells you whether a Direct Debit or card collection started, was blocked, or failed, so you are not left guessing.

Email CDRs

Emails the call records for the invoice.

Important: only offered where generated CDRs exist and have not expired. If there are none, the page says so rather than sending an empty email.

Download Link and CDR Link

Generate a secure, time-limited link the customer can use to fetch the invoice or its call records without signing in. See Secure download links.

Add Payment

Opens the payment form against this invoice, with the amount defaulted to the outstanding balance. Offered where something is outstanding. See Payments.

Call Insights

Opens the full call analysis for the invoice. Needs a backend login and the calls report permission.

The charge breakdown

The invoice Overview carries a Breakdown table: each charge type, how many lines it covers, and what it comes to. Call charge rows also show the call and minute counts.

Every row drills in. Call Charges opens the Calls tab; every other row opens the Transactions tab filtered to that charge type.

Each row appears only where you can see that class of charge, so an operator without carrier cost visibility does not get a carrier-provided line.

The Transactions tab

The charge lines behind the invoice: product, description, date, quantity and value.

This tab shows customer-facing money only. There are no cost, commission or carrier columns, deliberately, because it is the view you use with a customer on the phone.

It caps at 200 lines and says when it has truncated. Arriving from a breakdown row, a note tells you which charge type you are filtered to and offers to show them all.

The Calls tab and rating evidence

The Calls tab lists the calls on the invoice, most expensive first, which is nearly always the order you want when somebody rings about their bill. Columns are the number, date and time, what was dialled, the duration and the retail cost.

Transfer legs are marked as such.

Each rated call carries a Why this cost? column with an Evidence link. That opens the rating evidence for the call:

• Call - the number, when, what was dialled, how long, and what it was charged.
• How the price was found - which tariff won, at which stage of the resolution chain it was found, what it was priced at, and when it was rated.
• Discount decisions - each discount plan that was considered, whether it applied or was rejected, and why, in plain language.

What you need: access to calls, and the rating evidence permission. The evidence lens inherits the same exposure as the backend, so it never shows more than you could see there.

For an unsent invoice the Calls tab shows the customer’s unbilled calls instead, which is how you answer “what am I running up this month?”

For the wider analysis, see Call Management.

Customer-page invoice actions

The customer’s Invoices tab carries two actions of its own:

• Request Credit raises a credit request for approval.
• Raise Credit Note bundles the customer’s pending refund and credit lines into one credit-note invoice and produces it immediately.

Related pages

• Invoices for the full invoice reference and the billing-run side.
• Automatic Collection for when and how a collection is triggered.