how do i resolve billing errors?
STEP 1: Click on the Billing Errors tab on the billing event.
If there are billing errors that need to be resolved, a Billing Errors tab will display with a red number indicating the amount of errors in the Billing Event. Click on the tab to view the errors. (Figure 1)
The screen will now display each error by type, with an explanation of the error at the top of each section. (Figure 2)
STEP 2: Open the invoice.
A billing error on an invoice is a common issue. To resolve errors on invoices, click on the invoice number to open the invoice.
A red arrow will display next to the piece of the invoice that needs corrections. (Figure 3)
STEP 3: Click on the red arrow to view and correct the error.
A window will open displaying the section that contains your error. (Figure 4)
The example shown here is a billing error, but there are four possible billing errors:
Invalid payment information (described above)
Invoice needs approval (link to invoice approval article)
Purchase order is not approved (link to approving purchase order)
Integration-specific billing errors
Reach out to the iLab support team if you see any other error that needs to be resolved
STEP 3: Re-validate the invoice.
Click the re-validate button to re-validate the invoice and clear the error. (Figure 5)
If the error has been cleared, the Billing Errors tab will no longer display.
NOTE: The Purchase Order Number for charges will be set as the payment number on the iLab invoice. If the purchase order has not been approved, the invoices containing the purchase order will be flagged on the Billing Errors tab on the billing event (Figure 1). These errors can be resolved by an administrator approving the PO (see How do I approve a purchase order?) or by assigning a different approved PO Number to the charges on the invoice (see How do I pay an invoice?). With a valid PO Number, administration can invoice the customer and collect payment.
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