Billing Tab Overview

The Billing tab provides a unified view of all financial information for a customer, combining payment methods, transactions, and invoices into a single interface for efficient billing management.

Related documentation: Payment Methods , Transactions , Invoices , Payment Processing .

Accessing the Billing Tab

Per-Customer View:

1. Navigate to Customers → [Select Customer]
2. Click Billing tab
3. View all three sections: Payment Methods, Transactions, and Invoices

System-Wide Views:

System-wide billing data can be accessed separately:

• Billing → Transactions - All transactions across all customers
• Billing → Invoices - All invoices across all customers

Self-Care Portal:

Customers accessing the Self-Care Portal see the same Billing tab structure:

• View and manage their payment methods
• View transaction history
• View and pay invoices online

Billing Tab Structure

The Billing tab is organized into three main sections, displayed as cards:

Section 1: Payment Methods

Purpose: Manage how customer pays for services

Key Features:

• View all saved credit cards
• Set default payment method
• Add new payment methods (via Stripe)
• Remove expired or unused cards

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Documentation: basics_payment

Section 2: Transactions

Purpose: Track all charges and credits for customer

Key Features:

• View transaction statistics (Total, Uninvoiced, This Month, Last Month)
• List all transactions with filtering by void/invoice status
• Add manual transactions (charges or credits)
• Void incorrect transactions
• See which transactions are invoiced vs uninvoiced

Documentation: payments_transaction

Section 3: Invoices

Purpose: Group transactions into bills for customer to pay

Key Features:

• View invoice statistics (Total, Unpaid, This Month, Last Month)
• List all invoices with filtering by paid/void status
• Generate new invoices from uninvoiced transactions
• Download invoice PDFs
• Email invoices to customers
• Pay invoices online (Stripe or manual payment methods)

• Void or refund invoices

Documentation: payments_invoices

Data Flow Between Sections

Understanding how data flows between the three sections is crucial for effective billing management.

Flow Diagram

Transaction → Invoice Relationship

1. Transaction Creation:

When a service is provisioned or a manual charge is added:

• Transaction created in Transactions section
• Transaction status: Uninvoiced
• Transaction's invoice_id field is null

Example:

2. Invoice Generation:

When staff generates an invoice:

• Invoice created in Invoices section
• All uninvoiced transactions within date range grouped into invoice
• Transaction's invoice_id field populated
• Transaction status changes to: Invoiced

Example:

3. Transaction Statistics Update:

• Uninvoiced Transactions total decreases
• Total Invoices statistic increases
• Unpaid Invoices total increases

Invoice → Payment Relationship

1. Invoice Payment:

When customer pays invoice:

• Payment processed using saved Payment Method (Stripe card)
• Or manual payment method selected (cash, POS, bank transfer)
• Invoice status changes to: Paid

2. Payment Transaction Created:

For manual payments (non-Stripe):

• Negative transaction created automatically
• Transaction title: "Payment for Invoice #1234"
• Transaction amount: -$45.00 (negative, credits customer)
• Transaction's invoice_id field: Links to paid invoice

Example:

3. Statistics Update:

• Unpaid Invoices total decreases
• Total Invoices This Month unchanged (invoice already existed)

Payment Method → Invoice Relationship

Stripe Payment Flow:

1. Customer adds credit card in Payment Methods
2. Card tokenized via Stripe, stored securely
3. When paying invoice, customer selects saved card
4. Stripe charges card
5. Invoice marked as paid
6. payment_reference field populated with Stripe payment intent ID

Manual Payment Flow:

1. Customer pays via cash/POS/bank transfer (no payment method needed)
2. Staff selects payment method in Pay Invoice modal
3. Staff enters reference number (optional)
4. Negative transaction created for payment amount
5. Invoice marked as paid

Complete Billing Workflows

These workflows demonstrate how the three sections work together to accomplish common tasks.

Workflow 1: New Customer Setup and First Invoice

Goal: Set up billing for new customer and collect first payment

1. Add Payment Method:
   • Navigate to customer → Billing tab
   • Payment Methods section → Click "Add Payment Method"
   • Customer adds credit card via Stripe
   • Card saved as default payment method
2. Verify Transactions:
   • Transactions section shows uninvoiced transactions:
     • Service setup fee: $50.00
     • First month service: $45.00
     • Total Uninvoiced: $95.00
3. Generate Invoice:
   • Invoices section → Click "Generate Proforma Invoice"
   • Set date range to include setup and first month
   • Click "Generate Invoice"
   • Invoice #INV-2025-001234 created for $95.00
4. Transactions Update:
   • Both transactions now show: Invoice #INV-2025-001234
   • Uninvoiced Transactions total now $0.00
5. Email Invoice:
   • Click email icon next to invoice
   • Customer receives invoice email with PDF and pay link
6. Customer Pays Online:
   • Customer clicks pay link in email
   • Redirected to Self-Care portal
   • Click "Pay Invoice" button
   • Select default payment method
   • Click "Pay Invoice"
   • Stripe charges card
7. Invoice Update:
   • Invoice status changes to "Paid"
   • Unpaid Invoices total decreases by $95.00

Result: Customer fully set up with payment method, first invoice paid.

Workflow 2: Monthly Recurring Billing

Goal: Bill all customers for monthly service at end of month

1. Services Auto-Charge:
   • End of month arrives (January 31)
   • Billing system automatically creates transactions for all recurring services
   • Transactions section shows new uninvoiced transactions
2. Review Uninvoiced Transactions:
   • Navigate to Transactions section
   • Filter: Invoice Status: Not Invoiced
   • Review list of all transactions ready for billing
   • Verify amounts and descriptions correct
3. Generate Invoices:
   • Navigate to Billing → Invoices (system-wide)
   • For each customer (or use batch process):
     • Click "Generate Proforma Invoice"
     • Select customer
     • Start Date: 2025-01-01
     • End Date: 2025-01-31
     • Due Date: 2025-02-15
     • Click "Generate Invoice"
4. Transactions Update:
   • All transactions now linked to invoices
   • Uninvoiced Transactions totals reset to $0.00
5. Email All Invoices:
   • For each invoice, click email icon
   • All customers receive monthly invoices
6. Customers Pay:
   • Customers with saved payment methods pay online via Self-Care
   • Staff processes cash/POS payments for customers who pay in person
   • Unpaid Invoices total decreases as payments received

Result: All customers billed for January, invoices sent, payments processed.

Workflow 3: Handling Service Issue Credit

Goal: Credit customer for service outage, apply to unpaid invoice

1. Customer Reports Issue:
   • Service was down for 2 days
   • Customer deserves $10 credit
2. Add Credit Transaction:
   • Navigate to customer → Billing tab → Transactions section
   • Click "+ Add Transaction"
   • Transaction Type: Credit
   • Credit Type: Cash Payment (or appropriate type)
   • Title: "Service Outage Credit"
   • Description: "Compensation for 2-day outage 8-9 Jan"
   • Retail Cost: 10.00
   • Click "Add Transaction"
3. Transaction Created:
   • Transaction appears in list with amount: -$10.00
   • Transaction status: Uninvoiced
   • Uninvoiced Transactions total now includes -$10.00
4. Apply to Invoice:
   • If customer already has unpaid invoice:
     • Invoice remains unpaid with original amount
     • Credit will be applied to next invoice generation
   • If generating new invoice:
     • Invoices section → Click "Generate Proforma Invoice"
     • Include date range with credit transaction
     • Invoice generated with credit applied:
5. Customer Pays:
   • Customer pays reduced amount: $35.00
   • Invoice marked as paid

Result: Customer credited for outage, credit applied to next invoice, lower payment collected.

Workflow 4: Payment Method Expired - Update and Retry

Goal: Customer's card expired, causing payment failure - update card and retry payment

1. Payment Failure Notification:
   • Customer attempts to pay invoice
   • Stripe returns error: "Card expired"
   • Payment fails, invoice remains unpaid
2. Update Payment Method:
   • Customer navigates to Billing tab
   • Payment Methods section → Click "Add Payment Method"
   • Enter new card details (updated expiry date)
   • New card saved
3. Set as Default:
   • Customer clicks "Set as Default" on new card
   • Old card removed automatically (if desired)
4. Retry Payment:
   • Navigate to Invoices section
   • Locate unpaid invoice
   • Click "Pay" icon
   • Payment modal opens with new default card pre-selected
   • Click "Pay Invoice"
   • Stripe charges new card successfully
5. Invoice Update:
   • Invoice status changes to "Paid"
   • payment_reference field populated with new Stripe payment intent ID

Result: Customer updated payment method, invoice successfully paid with new card.

Workflow 5: Voiding Incorrect Invoice and Re-Billing

Goal: Staff generated invoice with wrong transactions - void and regenerate correctly

1. Error Discovered:
   • Invoice #INV-2025-001234 generated with wrong date range
   • Included transactions from wrong month
   • Invoice is unpaid
2. Void Invoice:
   • Navigate to Billing tab → Invoices section
   • Locate incorrect invoice
   • Click delete icon (🗑️)
   • Confirm void
   • Invoice voided
3. Transactions Released:
   • Navigate to Transactions section
   • All transactions from voided invoice now show: Uninvoiced
   • Uninvoiced Transactions total increases
   • Transactions available for new invoice
4. Generate Correct Invoice:
   • Invoices section → Click "Generate Proforma Invoice"
   • Set correct date range
   • Apply filter if needed (e.g., "Mobile" for mobile-only invoice)
   • Click "Generate Invoice"
   • New invoice created with correct transactions
5. Verify and Email:
   • Review new invoice details
   • Verify correct transactions included
   • Click email icon to send to customer

Result: Incorrect invoice voided, transactions re-invoiced correctly, customer receives corrected invoice.

Workflow 6: Processing Cash Payment for Multiple Invoices

Goal: Customer pays multiple unpaid invoices with single cash payment

1. Customer Arrives with Cash:
   • Customer brings $300 cash to pay outstanding invoices
   • Navigate to customer → Billing tab
2. Review Unpaid Invoices:
   • Invoices section → Filter: Paid: Not yet Paid
   • View unpaid invoices:
3. Pay First Invoice:
   • Click pay icon on invoice #1234
   • Payment modal opens
   • Select "Cash" payment method
   • Enter reference: "Cash paid 2025-02-10 - Receipt #001"
   • Click "Pay Invoice"
   • Invoice #1234 marked as "Paid"
4. Pay Remaining Invoices:
   • Repeat process for invoice #1235:
     • Reference: "Cash paid 2025-02-10 - Receipt #001"
   • Repeat for invoice #1236:
     • Reference: "Cash paid 2025-02-10 - Receipt #001"
5. Verify Transactions:
   • Navigate to Transactions section
   • Three new payment transactions created:
   • All linked to respective invoices
6. Update Statistics:
   • Invoices section → Unpaid Invoices total decreased by $300.00
   • All invoices now show "Paid" status

Result: Customer paid all outstanding invoices with cash, payment transactions recorded with receipt reference.

Best Practices

For Staff Users

Transaction Management:

• Add manual transactions immediately (don't delay)
• Use descriptive titles and descriptions for clarity
• Link transactions to services and sites when applicable
• Void incorrect transactions before they're invoiced

Invoice Generation:

• Generate invoices at consistent intervals (e.g., monthly on 1st of month)
• Use date ranges carefully to avoid overlap or gaps
• Use filters to create service-specific invoices when needed
• Email invoices immediately after generation
• Review invoice PDFs before sending to customers

Payment Processing:

• Verify payment method valid before attempting charge
• Always enter reference numbers for manual payments (cash, POS, bank transfer)
• Mark invoices as paid immediately after receiving payment
• Refund via Stripe only (create manual credit for other payment methods)

Data Hygiene:

• Regularly review uninvoiced transactions
• Investigate void transactions to understand billing errors
• Monitor unpaid invoices and follow up with customers
• Keep payment methods current (remove expired cards)

For Customers (Self-Care Portal)

Payment Methods:

• Keep at least one valid payment method on file
• Update payment methods before cards expire
• Set your preferred card as default

Invoice Payments:

• Pay invoices before due date to avoid late fees
• Review invoice details and transactions before paying
• Download invoice PDFs for your records
• Contact support immediately if invoice appears incorrect

Transaction Review:

• Regularly review transaction history
• Report any unexpected charges immediately
• Understand which transactions are invoiced vs uninvoiced

For Administrators

System Configuration:

• Configure Mailjet email templates for professional invoice delivery
• Customize invoice PDF templates to match branding
• Set up Stripe integration for secure payment processing
• Configure payment terms and due dates

Monitoring and Reporting:

• Use statistics widgets to monitor billing health
• Track Uninvoiced Transactions total - should decrease after billing cycle
• Monitor Unpaid Invoices total - follow up on overdue payments
• Review This Month vs Last Month statistics for trends

Automation:

• Automate recurring service charges via product configuration
• Set up automatic invoice generation for recurring billing (if available)
• Configure email reminders for overdue invoices

Common Issues and Solutions

Issue: Customer Cannot Pay Invoice

Symptoms:

• Customer clicks pay button but nothing happens
• Error message: "No payment methods found"

Diagnosis:

1. Navigate to customer → Billing tab → Payment Methods section
2. Check if customer has any saved payment methods
3. Check if saved cards are expired

Solution:

• Customer must add valid payment method before paying invoices
• Guide customer to Payment Methods page to add credit card
• Verify card accepted (Visa, Mastercard, Amex, etc.)
• Retry payment after card added

Issue: Invoice Generated with Wrong Transactions

Symptoms:

• Invoice includes transactions from wrong period
• Invoice missing expected transactions
• Invoice total incorrect

Diagnosis:

1. Open invoice in Invoices section
2. Review transactions included in invoice
3. Check transaction dates vs invoice date range
4. Check if filter was applied during generation

Solution:

• If invoice unpaid: Void invoice, verify transactions uninvoiced, regenerate with correct date range
• If invoice paid: Cannot void - create credit transaction for incorrect amount, generate corrected invoice
• Prevention: Always review Transactions section before generating invoice to verify correct transactions will be included

Issue: Uninvoiced Transactions Total Not Decreasing

Symptoms:

• Uninvoiced Transactions widget shows high amount
• Transactions list shows many uninvoiced transactions
• Monthly invoices already generated

Diagnosis:

1. Filter transactions by Invoice Status: Not Invoiced
2. Review list of uninvoiced transactions
3. Check transaction dates - may be recent charges after last invoice generation
4. Check if some transactions are voided (should not count toward uninvoiced total)

Solution:

• Expected behavior: Transactions created after last invoice generation remain uninvoiced until next billing cycle
• If old transactions uninvoiced: Generate invoice for those transactions with appropriate date range
• If voided transactions counted: System should exclude voided transactions automatically - report bug if not

Issue: Payment Method Keeps Declining

Symptoms:

• Stripe payment fails with "Card declined"
• Customer reports card should work
• Multiple retry attempts fail

Diagnosis:

1. Check Stripe dashboard for decline reason
2. Common decline reasons:
   • Insufficient funds
   • Card expired
   • Card reported lost/stolen
   • Bank fraud prevention
   • International card blocked

Solution:

• Ask customer to contact their bank to authorize payment
• Try different payment method (different card)
• For staff: Process as manual payment (cash, POS) and mark invoice paid
• Verify billing address matches card billing address

Keyboard Shortcuts and Tips

Navigation:

• Access billing tab quickly: Customer page → B key (if keyboard shortcuts enabled)

Filtering:

• Transactions: Click "Not Invoiced" filter before generating invoices to see exactly what will be included
• Invoices: Click "Not yet Paid" filter to see all outstanding invoices requiring follow-up

Bulk Operations:

• Select multiple invoices (checkbox) to delete/void multiple at once (staff only)
• Use search bar to quickly find specific transaction or invoice by ID

Quick Actions:

• Click transaction/invoice title to view full details in modal
• Right-click actions menu (⋮) for quick access to download/email/pay options

Related Documentation

• basics_payment - Payment methods and Stripe integration
• payments_transaction - Transactions in detail
• payments_invoices - Invoices in detail
• integrations_mailjet - Email invoice delivery
• csa_activity_log - Viewing billing activity history