Invoices
Find invoices that need attention, check their charges and arrange delivery from the invoice record.
What you need: the Credit Control section and permission to list invoices. Open Credit Control > Invoices.
Customer Services operators can work the delivery views from Invoice Delivery.
The views
Section titled “The views”| View | Shows | When it is empty |
|---|---|---|
| Recent + outstanding | Invoices from the last 90 days and older unsettled invoices | ”No invoices yet.” |
| Full history | Includes older settled invoices | ”No invoices yet.” |
| Unsent | Not raised yet - the customer’s open bill | ”No unsent invoices waiting to be raised.” |
| Undelivered | Raised in the last 90 days but not delivered | ”Every invoice raised in the last 90 days has been delivered.” |
| Delivery failures | Invoices dated in the last 90 days with an unresolved latest-recipient email failure and no successful recipient delivery | No matching unresolved failures |
| 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.
The menu also has Overdue invoices and Undelivered invoices shortcuts. A successful recipient delivery removes an invoice from the email failure list.
Searching
Section titled “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
Section titled “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
Section titled “Invoice actions”Opening an invoice gives the paper actions, each under its existing backend permission.
View PDF
Section titled “View PDF”Opens the produced invoice document in a new tab. Available once the invoice is raised and created.
Email Invoice
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “Call Insights”Opens the full call analysis for the invoice. Needs a backend login and the calls report permission.
The charge breakdown
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “Related pages”- Invoices for the full invoice reference and the billing-run side.
- Automatic Collection for when and how a collection is triggered.
Send by SMS
Section titled “Send by SMS”Billing staff should check the invoice and recipients before requesting an SMS.
- Open the invoice and choose Send by SMS.
- Select the saved contacts who should receive it and check the preview.
- Submit the request, then check the confirmation and SMS history on the invoice.
The platform briefly waits for the SMS records before returning to the invoice. Preparation can continue in the background.
The return banner confirms the request, not delivery. Check SMS history for the recorded outcome.
One-off mobile numbers require active Low Expert Mode and the relevant send permission. Existing in-flight requests are checked to avoid duplicate sending.
For bulk email/SMS and prepared approvals, see SMS and invoice sending.
Confirmed SMS delivery counts towards invoice delivery and can trigger configured automatic collection. Provider acceptance alone does not confirm delivery.
Invoice landing links
Section titled “Invoice landing links”Choose the invoice landing option when the customer needs downloads, payment or setup options on one page. Available options follow the dealer’s settings and the customer’s profile.
See the invoice landing page for expiry, payment amounts and questions.
Follow up financial issues
Section titled “Follow up financial issues”Use shared attention decisions on overdue or delivery issues. Decisions affect colleagues with access, including dashboard and email reminders.