What should an agent do if an invoice is incorrect or goes to a suspense account?
⚡Quick answer
Raise an Invoice Change Request in QNTRL:
- Create a ticket under Invoice Changes.
- Clearly specify the changes needed.
- Attach all supporting proof and clarifications. After the ticket is raised, the Accounts Team will verify the case and make the required changes.
When should I use this guide?
Refer to this guide whenever an issued invoice contains an omission or error—or has been posted to a suspense account—and you need the Accounts Team to correct it.
Overview
If there is an omission or error in the invoice (limited to specified cases only), the agent can raise an Invoice Change Request with the Accounts Team via a QNTRL ticket.
Step-by-step: Raise an Invoice Change Request
- Create a QNTRL ticket under the Invoice Changes category.
- Specify the changes required in the invoice clearly.
- Attach relevant proof and clarifications that support the change request.
What happens after the ticket is raised?
Once the ticket is raised, the Accounts Team will verify the case and make the necessary changes accordingly.
When not to raise a request?
Do not raise an Invoice Change Request for invoices without omissions or errors. Follow standard invoicing procedures instead.