Managing Invoice Status and Adjustments
This article explains how to update invoice status (Active, Void, or Delete) and adjust invoice balances when billing corrections are needed.
Quick Decision Guide
If You Need To… | Use |
Keep the invoice visible to the tenant | Active |
Remove the invoice from tenant view but retain it for records | Void |
Permanently remove the invoice with no record retained | Delete |
Adjust the balance (add a charge or apply a credit) | Add Charge |
When Manager Action Is Required
You may need to update an invoice when:
A charge was entered incorrectly
A late fee or billing adjustment needs to be added or removed
A credit needs to be applied
An invoice was created in error
An invoice was created for the wrong tenant
When No Action Is Required
No action is needed when:
The invoice is accurate
The invoice has been paid and no correction or refund is required
Understanding Invoice Status and Paid Status
Invoice behavior depends on:
Invoice Status
Determines visibility and availability.
Active
Void
Delete
Paid Status
Determines whether payments or adjustments can be made.
Unpaid
Partial
Paid
Invoice Status Options
Active (Default Status)
Active invoices are visible to tenants.
If Paid Status is Unpaid or Partial
Payments can be applied
Charges can be added
Charge lines can be deleted
Credits can be applied by entering a negative amount
If Paid Status is Paid
The invoice becomes read-only
Payments cannot be adjusted
Charges cannot be added or deleted
Once an invoice is fully paid, it cannot be modified.
If additional charges or credits are needed, create a new one-time invoice.
See: Creating a One-Time Invoice
Void
Use Void to remove an invoice from the tenant’s view while retaining it for internal records.
When an invoice is voided:
It is not visible to the tenant
It remains visible to managers
Charges cannot be changed
Payments cannot be applied
Invoices cannot be voided if payments have already been applied.
Payments must first be reassigned.
See: Reassigning Payments
Voided invoices can be restored to Active status if needed.
Use Void when you need to preserve the invoice for reporting or audit purposes.
Delete
Use Delete to permanently remove an invoice when no record needs to be retained.
When an invoice is deleted:
It is permanently removed
It is not visible to tenants or managers
It cannot be recovered
Invoices cannot be deleted if a payment has been applied.
Payments must first be reassigned.
See: Reassigning Payments
Use Delete only when the invoice was created in error and no historical record is required.
Modify (Status Only)
The Modify option is used only to change invoice status.
Modify does not:
Edit existing charges
Change payment amounts
Update payment details
Adjusting Invoice Charges
Existing charge lines cannot be edited once created.
To adjust an invoice balance:
Click Add Charge to add a new charge
Enter a negative amount to apply a credit
Click Delete to remove a charge line (if unpaid or partially paid)
Once an invoice is fully paid, charge adjustments are no longer available.
How to Modify, Void, or Delete an Invoice
Log in to the Manager Portal
Navigate to Tenants
Select the appropriate tenant
Select Invoices
Click View on the invoice
Select Modify
Choose the appropriate status (Active, Void, or Delete)
Available options depend on invoice status and whether payments have been applied.
Important Notes
Once a payment has been applied, an invoice cannot be deleted or voided until the payment is reassigned
Once an invoice is fully paid, charge adjustments are no longer available
Voided invoices remain visible to managers and can be restored to Active status
Deleted invoices are permanently removed and cannot be recovered
Voiding an invoice does not cancel or reverse a payment. If a payment has been posted, a refund must be processed instead
A new one-time invoice must be created if additional charges need to be collected
Common Issues and Next Steps
Invoice Created Incorrectly
Use Void or Delete, depending on invoice status and payment history.
Invoice Created for the Wrong Tenant
Void or delete the invoice and recreate it for the correct tenant.
If payments were applied, see Reassigning Payments to Another Invoice.
Invoice Not Visible to the Tenant
Confirm:
The invoice status is Active
The tenant account is active
If the account is inactive, see Activating an Applicant Account.
When to Contact Support
Managers can update invoice status and adjust charges directly in the Manager Portal.
Support must be contacted to:
Reverse invoice payment status after a payment failure
Process refunds for posted payments
Support cannot:
Modify invoices
Cancel payments on a manager’s behalf