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Invoice Query

Invoice Delay

Scenario


  • Customer did not receive the invoice at all.
  • The customer received the invoice late.

What to do


  1. Check current email address is the correct one. If not, update the email address and resend the invoice to new address Educate the customer that the invoice can be viewed and downloaded via their MyAccount portal for their convenience.
  2. Check correspondence history and look for the data the invoice was emailed. (must be emailed seven days before the due date) If the email was not sent at all, check if there was a system issue. Apologise for the delay if this was the case. Resend the invoice to the customer. Educate the customer that the invoice can be viewed and downloaded via their MyAccount portal for their convenience.

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