Invoice Problems
Numbering, tax and printing account for nearly every invoice problem. Each section below gives the symptom, the cause and the fix.
How to use this page
Section titled “How to use this page”Find the symptom that matches what you are seeing, then work through the fix in order. If the problem persists, the last step of each section tells you what to include when you contact support — sending that information first time round saves a day of back-and-forth.
Problems and fixes
Section titled “Problems and fixes”There is a gap in the invoice numbers
This is expected, not a fault. A number is allocated when an invoice is confirmed, and a cancelled invoice keeps its number. The cancelled document remains visible in the Invoice Register, which is what makes the series defensible to an auditor.
If a number is missing and there is no cancelled document against it, raise a support ticket with the two surrounding invoice numbers.
Tax is zero on the invoice
Check, in this order:
- The customer’s Tax Category — Exempt and Unregistered both produce zero tax.
- The product’s HSN / Tax Code — a missing code means no rate can be resolved.
- The place of supply against the billing address state.
- The invoice date, against the validity window of the tax rate.
The tax split is wrong (intra-state instead of inter-state)
The place of supply is derived from the billing address. If the address has the wrong state, every invoice to that customer splits tax incorrectly. Fix the Customer Master, then credit-note and re-raise the affected invoices — the split cannot be corrected on a confirmed invoice.
The rate comes in as zero
No price list resolves for that customer, product and date. Open Masters → Pricing → Price List and check the validity window and the scope. An expired price list is the most common cause, and it fails silently at month boundaries.
The invoice will not confirm
The reason is shown at the top of the screen. The usual three:
- The financial period is closed.
- The customer is blocked, or the credit limit would be exceeded with Credit Check set to Block.
- A line has no tax code.
The printed invoice is cut off or mis-aligned
Set the browser print scale to 100% rather than Fit to page, and confirm the paper size in the print dialog matches Company Settings → Printing. For pre-printed stationery, also turn off browser headers and footers.
The customer says they never received the invoice
Open the invoice and check the Communication tab, which records every email send with its timestamp and recipients. If no send is recorded, the invoice was never emailed. If one is recorded, the address on file is the place to look next.
Before you contact support
Section titled “Before you contact support”Information to gather