SAM · Guide
Fix invoice and payment problems
EnglishUpdated Sep 13, 2026
Investigate the existing document before creating another invoice or payment. A correction must preserve what actually happened.
The job does not appear when adding an invoice
Check the selected customer, work approval and whether the job has already been invoiced. Use the appropriate colleague for missing approval or issue permission. A copied or provisional document is not a replacement for the normal invoice flow.
The invoice is locked
Issued invoice lines are final. The associated job is also locked. Ask the billing administrator to determine the appropriate correction process; do not delete the job or create an unexplained second invoice. This guide does not assume a credit-note button exists.
The payment amount exceeds the balance
- Reopen the invoice and review Payments Received.
- Check Advance Applied, Paid and Balance Due.
- Confirm whether an online payment or another colleague's receipt has already been recorded.
- Enter only the actual remaining amount received.
For bulk payment, each allocation must fit its invoice and the allocations must match the receipt total.
The save timed out
Reload the invoice and payment history before retrying. If the invoice was issued but the payment was not recorded, use Record Payment on that invoice rather than creating it again. For provider payments, keep the provider reference and ask support to reconcile it before charging again.
The statement differs from the portal or dashboard
Compare the date range, invoice status and included advances. A customer wallet top-up is different from unpaid debt. Fleet consolidated bills should not be counted as additional workshop sales. Portal summaries may not show the same detail as the full staff invoice and statement.
If the problem continues
Provide the document reference, amount, method, payment date and exact error. Share only the minimum supporting information needed; never include full card details or credentials.