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Orders Not Included in an Invoice: Common Reasons and Solutions

Discover why some orders may not be pulled into an invoice for customers or business accounts and how to troubleshoot this issue.

Rafael avatar
Written by Rafael
Updated over 2 weeks ago

When creating an invoice, you may encounter situations where:

  • Orders are missing

  • Invoices show a $0 balance

  • Orders appear as paid when they shouldn’t be

Here are the most common reasons and how to resolve them:

1. Order Status

By default, only orders marked as Cleaned are available for invoicing. Orders still in progress on the Cleaning page are excluded.

🪄 Tip: You can modify which date is used when pulling orders—Cleaned Date (default), Order Created Date, or Order Created Date (only if cleaned). Learn more ↗️.


2. Payment Status

Only unpaid orders are eligible for invoicing. If an order is marked as Paid, it won’t be included.

✅ Ensure the payment status is set to either:

  • Pay on Collection

  • Invoice / On Account

If an order was marked as paid incorrectly, you can fix it:

  • Go to Search

  • Find the order by ID

  • Update the payment status to Invoice / On Account

  • Save the changes

This will allow the order to show up in the unpaid invoices list.


3. Customer vs. Business Account

Make sure you’re creating the invoice under the correct customer or business account.

For Business Accounts, verify the customer is properly assigned in their CRM profile. If a customer isn’t linked to the account, their orders won’t appear in the invoice.

If an invoice shows a $0 balance despite outstanding orders, this may be due to:

  • Using a deactivated customer account

  • A recurring invoice linked to an inactive profile

To fix this:

  • Ensure all unpaid orders are tied to the correct active account

  • Delete old recurring invoices from deactivated accounts

  • Set up a new recurring invoice for the active account if needed


4. Order Schedule

Orders must fall within the selected invoice date range.

Example: If the order was created in January but cleaned in February, and you’re pulling orders for January using Cleaned Date, that order won’t be included. It will only appear when pulling February data.

To Adjust Order Dates:

  • Go to Settings → Admin → Admin Tools → Change Order Date

  • Enter the Order ID

  • Choose the date to update (Created, Payment, or Cleaned)

  • Save the new date

This ensures the order appears on the correct invoice.


5. Missing or Unassigned Invoices

If invoices aren’t appearing in your unpaid invoice list, check that they were actually created. Orders won’t show until they’ve been assigned to an invoice.

✅ Create the missing invoices under the correct business account to have them appear in the list.


Bonus: Integrated Payment Tracking

Using CleanCloud’s integrated payment systems improves tracking and automates invoice updates. For manual methods like ACH, you'll need to update payment status manually once funds are received.


Frequently Asked Questions

Q: Why does an invoice show a zero balance?
A: This typically happens if all orders are tied to a deactivated account. Reassign the orders to an active customer and ensure recurring invoices are updated.

Also, if a repeat invoice is generated but the customer had no orders during that period, the invoice will be empty. To avoid this, go to Settings → Admin → Payments & Finances → Toggle ON “Do Not Create Repeat Invoice If No Orders Available.”

Q: Why are some invoices missing from the unpaid list?
A: Ensure the invoices were actually created. Orders must be invoiced under the correct business account to appear.

Q: Can I correct an invoice mistakenly marked as paid?
A: Yes. Go to Settings → Admin → Admin Tools → Undo Invoice Payment
This will move the invoice back to the unpaid list. It does not issue a refund and cannot be undone, so proceed with caution.


🛟 Need more help?

Explore our Help Center articles for answers. Contact us for further assistance.

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