What should an agent do if an invoice is wrongly generated in another client’s name or with incorrect details?
⚡Quick answer
- Get prior approval from your Team Lead.
- Initiate a refund request via QNTRL to cancel the invoice.
- No money is actually refunded—the request is solely for invoice cancellation, which is completed once the required debit note is submitted.
When should I use this guide?
Use these steps whenever an invoice shows the wrong client name or any incorrect details so you can cancel it properly without triggering an unintended refund.
Overview
If an invoice is mistakenly generated in the wrong name or with incorrect details, the agent must follow the exact process below to cancel it through QNTRL.
Step-by-step correction process
Important note: cancellation vs. refund
No actual refund will be processed to the client. The request is only for invoice cancellation, which will be completed upon successful submission of the required debit note.
When does this NOT apply?
This procedure applies only when the invoice was generated in error. For invoices that are correct but require data updates (e.g., address typo), follow the standard invoice-change workflow instead of a cancellation request.
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