If a finance charge was assessed on an account in error — for example, on an account that should have been exempt, or during a period when the customer had a payment arrangement in place — it can be removed from the invoice. Removing a charge reverses it from the customer's balance and keeps an accurate record of what charges are active.
Before You Start
⚠️ Warning: Removing a finance charge adjusts the customer's outstanding balance. If the charge has already been included in a period-end summary or posted to your accounting software, notify your accountant before removing it so they can record the corresponding adjustment on their end.
If you are not certain whether a charge should be removed, review the charge detail first — see How to Review Finance Charges on a Customer Account — and confirm with your manager or controller before proceeding.
Steps
1. Go to Finance Charges. Click Finance Charges in the left sidebar.
2. Find the customer. On the By Account tab, locate the customer whose charge you want to remove. Type their name in the search bar if needed, then click their name to open their invoice list.
3. Open the invoice with the charge. Click on the invoice that has the finance charge you want to remove. The charge detail modal opens showing the Invoice Summary and the Charge Details table.
📸 Screenshot suggestion: The finance charge detail modal showing the Invoice Summary card and the Charge Details table with the Remove charge button visible in the footer.
4. Identify the specific charge to remove. Review the Charge Details table. Each row represents one charge assessed against this invoice. Note the date and amount of the charge you want to remove to make sure you are acting on the correct one. An invoice can have multiple charges if it has been overdue across more than one billing cycle.
💡 Note: If the invoice has multiple charge rows and you only need to remove one of them, make sure you are selecting the correct row before proceeding. Removing the wrong charge will require your administrator to make a correcting entry.
5. Click Remove charge. Click the Remove charge button in the footer of the charge detail modal. A confirmation dialog will appear showing the charge amount and asking you to confirm.
📸 Screenshot suggestion: The confirmation dialog for removing a finance charge, showing the charge amount and assessed date, with confirm and cancel options.
6. Confirm the removal. Click Confirm. The charge is removed from the invoice and the customer's outstanding balance decreases by the charge amount.
After Removing
Return to the customer's invoice list from the By Account tab and confirm the charge no longer appears in the Charge Details for that invoice. The customer's total balance should reflect the reduction.
If the customer also had the charge included in an open invoice or statement that was sent to them, you may need to issue a corrected statement. Contact your administrator if you are unsure of the right next step.
💡 Note: If the finance charge that was removed had already been paid by the customer as part of a larger payment, removing it will create a credit on the customer's account. You may need to issue a refund or apply that credit to another open balance. See How to Issue a Refund from a Credit Memo or How to Apply a Credit Memo to an Invoice depending on how you want to handle it.