Overview

This page is a practical companion to the AR Reference Manual. Each scenario includes recommended actions, links to the relevant screens, and a note on when supervisor approval is required.

BillingCustomer disputes an invoice amount

1. Open the customer in AR Inquiries and locate the invoice.
2. Verify charge details and bill codes (cross-check billing inputs if applicable).
3. If correction is needed: use Invoice Adjustment (preferred control path).
4. If invoice must be cancelled and reissued: use Void Invoice then rebill using normal billing workflow.

BillingInvoice billed to the wrong customer

1. Confirm the correct customer and the invoice is not already paid/cleared.
2. Use Transfer Invoices to move the invoice to the correct customer where appropriate.
3. If transfer is not permitted or the invoice must be reissued: Void Invoice and rebill correctly.

BillingNeed to increase a standard fee across all customers (bulk change)

1. Identify the Bill Code to change (example: Entry Fee).
2. Use Update Customer / Manufacturer Standard Charges.
3. Run a spot-check on a few customers/manufacturers to confirm the new standard charge.

CashPayment received with no invoice reference

1. Enter the receipt in Cash Receipts.
2. Apply as Cash on Account (unapplied) until invoice matching is confirmed.
3. When identified, apply using Apply Credits & Cash on Account.

CashCustomer overpaid

1. Confirm the overpayment is valid (not an unposted invoice or timing issue).
2. Apply to open invoices if intended; otherwise leave as credit on account.
3. Follow company policy for refunds vs carrying credit.

StatementsStatements don’t look branded / logo missing in email

1. Verify Statement Setup has HTML emailing enabled.
2. Confirm Logo Location is a publicly accessible URL (recipients must be able to load it).
3. Send a test statement to internal recipients using multiple email clients.

CollectionsCustomer says invoices are missing from their statement

1. Confirm invoices are posted and open (not paid/voided/transferred).
2. Verify department/reporting selection and aging criteria used for statement run.
3. Use AR Inquiries to validate open items vs statement output.

Month-EndAR Aging doesn’t match expectation

1. Confirm aging columns are correct under Define Statement Aging Columns.
2. Check for unapplied cash/credits, old disputes, or misapplied items.
3. Use AR Month-End Procedures for the closing checklist.

The following actions are typically restricted to supervisors/managers due to audit risk:

• Modify Paid Invoice
• Void Invoice
• Transfer Accounting
• Setup & Maintenance
• Bulk Standard Charge Updates