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What you will accomplish

You will know which tool to use when a customer invoice needs to change after it was created—void, issue credit note, or edit invoice—and how to complete each step without duplicate charges or a broken payment link. Use this guide when:
  • The wrong amount, customer, or line items were sent
  • The customer paid by cash or check and you need to remove processing fees from the balance
  • A customer should not pay an invoice anymore (duplicate bill, canceled service, wrong month)
  • Your manager asked you to fix a finalized invoice instead of creating a brand-new bill from scratch
Ask your manager when unsureVoiding and crediting affect real money and customer records. If the invoice is large or already Paid, confirm the right step with your billing manager before you continue.
Customer invoices onlyThis guide is for bills your facility sends to customers. Vendor bills from outside providers use a different workflow—see Review and pay vendor invoices.

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Before you start

  • You can open Payments > Invoices and find the invoice using Filters → Type → Customer.
  • You know the invoice status (Draft, Open, or Paid)—see Review a customer invoice.
  • You know what went wrong (wrong amount, wrong customer, duplicate bill, customer already paid another way).
  • Your manager approved voiding, crediting, or editing if your team requires sign-off.

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Choose the right fix

Not every mistake uses the same button. Pick the option that matches what should happen next.
Void invoice — Cancel the invoice completely. The customer can no longer pay it. Use when the whole bill should disappear (duplicate invoice, wrong customer, service canceled before payment).Issue credit note — Lower the amount still owed on an Open invoice without canceling the whole bill. Use when part of the charge should come off (processing fees after cash/check payment, partial goodwill credit, small correction).Edit invoice — Change line items on a finalized invoice. The system voids the old invoice and creates a new draft with your fixes. Use when descriptions, quantities, or totals need to change and you plan to send a corrected bill.

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Open the invoice you need to fix

1

Go to Payments > Invoices

Sign in to your dashboard. In the left sidebar, click Payments, then Invoices. You can also open Payments > Invoices directly.Expected result: You see the Invoices page with tabs such as All, Customer, and Vendor.
2

Filter to customer invoices

Click Filters. Under Type, choose Customer.Why this matters: The Vendor filter is for bills your facility receives from outside companies. Stay on Customer for customer corrections.
3

Find and open the invoice

Search by customer name, email, or invoice number if needed. Check the Status column, then click the invoice row.Expected result: The invoice detail page opens with the customer name, Status badge, amount due, and Actions on the right (for open invoices).
Open customer invoice detail page showing status badge, amount due, line items, and Actions button
On an Open invoice, correction tools live under Actions in the top-right corner.

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Fix a draft before anyone pays

Drafts are the safest time to catch mistakes—nothing has been sent to the customer yet.
1

Open the draft invoice

With Filters → Type → Customer selected, click a row with Draft status.
2

Review line items and total

Scroll through each line. Fix descriptions, quantities, tax, or due date on the page if your role allows editing.Why this matters: Changes on a draft do not affect the customer until you finalize.
3

Delete if the draft is not needed

Click Actions, then Delete draft if the whole invoice was created by mistake.Expected result: The invoice disappears from the list.
4

Finalize when correct

Click Finalize invoice when the bill is ready to send or charge.Expected result: Status becomes Open or Waiting for customer.
Draft customer invoice detail page showing Draft status and Finalize invoice button
Fix drafts before you finalize. After finalizing, you use void, credit, or edit workflows instead of simple deletion.

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Void an invoice

Use Void invoice when the customer should not pay this bill at all.
1

Confirm the invoice is Open

Void invoice appears when status is Open. You cannot void a Draft (delete the draft instead) or a Paid invoice (ask your manager about refunds or credits).Expected result: Status badge shows Open.
2

Open Actions

Click Actions in the top-right area of the invoice detail page.
3

Choose Void invoice

Scroll to the bottom of the menu and click Void invoice (red text).Why this matters: Voiding tells the system this bill is canceled. The customer’s old payment link will stop working.
4

Read the confirmation window

A window titled Void this invoice? appears. Read the warning: the customer can no longer pay this invoice, and voiding cannot be undone.Add an optional Reason for voiding (for example Duplicate of INV-1042).
5

Click Void invoice to confirm

Expected result: Status changes to Void. The invoice stays on the list for your records but can no longer be paid.
Actions menu on an open customer invoice showing Resend invoice email, Issue credit note, Void invoice, and Mark as paid options
Open Actions on an Open invoice. Void invoice and Issue credit note are in the menu.
Draft invoice Actions menu showing Send invoice, Mark as paid, and Delete draft options
On a Draft invoice, use Delete draft if the whole bill was a mistake. On Open invoices, use Void invoice instead.
Void is permanentYou cannot un-void an invoice. If the customer still owes money, create a new invoice after voiding.

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Issue a credit note

Use Issue credit note when the invoice should stay open but the amount due should go down.
1

Open an Open invoice

From Payments > Invoices (Filters → Type → Customer), open the invoice with Open status.
2

Open Actions and choose Issue credit note

Expected result: A window titled Issue credit note opens showing the current balance.
3

Choose the credit amount

Pick one option:
  • Processing fees only — Removes card processing fees (common after cash or check payment).
  • Full balance — Credits everything still owed on the invoice.
  • Custom amount — Enter a specific dollar amount (cannot exceed the balance).
4

Save the credit note

Click Issue credit note.Expected result: The amount due drops. Resend the invoice if the customer needs to see the new balance—see Send and collect customer payments.
Issue credit note dialog showing Processing fees only, Full balance, and Custom amount options
Processing fees only is common after you recorded cash or check payment.
Credit note vs account creditIssue credit note applies to this invoice. A separate Issue credit tool on the customer’s Contacts record adds money to their account balance for future invoices. Ask your manager which one your facility uses.

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Edit a finalized invoice (void and recreate)

Use Edit invoice when line items, quantities, or descriptions need to change and you want a new draft built from the current bill. Important: The system voids the current invoice and creates a new draft you must review and finalize again.
1

Open Actions and choose Edit invoice

On an Open invoice, click Actions, then Edit invoice.Expected result: A window titled Edit finalized invoice? explains the old invoice will be voided.
2

Click Confirm

Add an optional void reason, then click Confirm.Expected result: You land on a new Draft invoice. The old invoice status becomes Void.
3

Fix the draft and finalize again

Update line items and totals. Click Finalize invoice, then resend so the customer gets the corrected bill.Expected result: A new Open invoice replaces the voided one.
Edit finalized invoice confirmation explaining the current invoice will be voided and a new draft created
Editing always voids the old invoice first. Plan to finalize and resend the corrected draft.
Tell the customer when you void and reissueIf the customer already has the old email, send the new invoice or explain that the previous link is no longer valid. This prevents double-payment confusion.

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Common mistakes to avoid

  • Do not void an invoice the customer already paid without manager approval.
  • Do not create a second open invoice for the same job without voiding or crediting the first one—customers may pay twice.
  • Do not skip telling the customer when voiding and sending a replacement bill.
  • Do not use Issue credit note when you meant to void the entire invoice.

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Troubleshooting

I do not see Void invoice or Issue credit noteThese options appear on Open customer invoices. Draft invoices use Delete draft or Finalize invoice. Paid invoices only allow actions such as Resend receipt. See Review a customer invoice.
Customer paid the wrong (voided) linkStop and contact your billing manager immediately. They can help trace the payment in Payments & transactions on the invoice.
Should I void or edit?If only the amount or line items are wrong and the customer still owes money, Edit invoice is usually faster. If the bill should not exist at all, Void invoice is cleaner.

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What to do next