Overview
Invoices can be generated for client service billing. In order to generate an invoice, the following information must be provided:
Shift Details: The shift must include all relevant service information, such as the assigned client, staff member, time, location, and date.
Prices: Accurate rates must be entered in the system, as these determine the cost of each service. Learn how to add price books or import the NDIS price guide.
Client Contact (or Billing Contact): Ensure that the correct contact details are added, as these will be used to send the invoice to the client or billing contact. Learn how to add an additional contact, such as a family member, plan manager, or billing contact.
You can send the invoice to multiple email addresses at once by following the steps from our other article: Email invoice. Or you can click here to jump to this article's section explaining about this.
Client’s NDIS Number: For NDIS claims, the client’s NDIS number must be correctly entered in their details page. Read more about NDIS Bulk Claim processing here.
Before generating an invoice for services provided to a client, please make sure all the required information listed above has been entered where applicable.
Note: It is much faster to generate invoices in bulk for multiple clients. Please see this article for more information.
Generating Invoices
The client's NDIS Number, Aged Care Recipient ID, Reference Number, and PO Number will be displayed in the invoice.
Note: Reference Number and PO Number will not show up if you have a Billing Contact that has no Reference Number and PO Number.
Once all the information has been appropriately entered into the database, follow the steps below to generate an invoice:
Go to the client's Billing Report / Shifts Breakdown page
Select the shifts/services to be invoiced
Choose between Tax Exclusive vs Tax Inclusive
Generate the invoice
Clear the invoice by making a payment
Let's go through the steps one by one.
Go to Billing Report / Shifts Breakdown Page
First, navigate to Clients > List > click the name of the client > Billing Report/Shifts Breakdown in the sidebar menu.
Select Shifts/Services
On this page, you can click individual shifts to select the ones you want to invoice. Selected services will be highlighted green, while already-invoiced services will be highlighted blue.
The date range can also be adjusted in the upper right corner of the screen.
To invoice all services on the page, use the 'Select All' option. This will select all unpaid invoices with valid rates entered.
'Select All' only selects shifts from the page currently being viewed. To invoice more shifts, increase the number of entries shown per page.
Once services have been selected, the total amount to be invoiced will be displayed in a price box at the bottom right of the screen.
Choose Between Tax Exclusive vs Tax Inclusive
Click on the green price box, and a drop-down menu with the options 'Add Tax' and 'Tax Free' will appear. Select which option applies to you.
Add Tax: A 10% tax charge will be included in the total invoiced amount.
Tax Free: Exclude the tax charge from the total price. This will be displayed as GST 10% in Xero (this means that a 10% tax will be charged in addition to the invoiced amount). For more information on this topic, read Display GST in Xero Invoice Export.
After choosing between 'Add Tax' and 'Tax Free', you will be directed to the invoice summary page where you can finalise the invoice details.
Here, you can also choose to invoice Kilometres and Hours separately by selecting or deselecting the boxes next to them.
Generate the Invoice
Once all the required details have been entered, click the blue 'Create' button in the bottom-right corner of the page.
After creating the invoice, a yellow 'Unpaid' label will appear at the top right of the page.
Clear the Invoice
When the invoice has been paid, you can clear it by scrolling down to the 'Payments' section and entering the amount paid, the payment reference number, and the date the invoice was paid.
Click 'Submit' to finalise clearing the invoice.
After receipt of payment, a green 'Paid' label will now appear at the top right of the invoice.
Invoice List
All created invoices will be added to Invoices > List (in the sidebar menu). This list includes all unpaid, paid, and overdue invoices, as well as other details.
Loom tutorial here: https://www.loom.com/embed/230bb47046ec4d61940059c1fc259e1e
Sending invoice to multiple email addresses
You can send the invoice to multiple email addresses by entering two or more email addresses in the client's email address field or to the additional contact's email address information (which can be billing or primary).
Please make sure the two (or more) email addresses are separated with a comma and there is no space.
For example: username@firstcontact.com,username@secondcontact.com
Multiple email addresses for the recipient's email address are only recommended if you're not using Family Portal for the additional contact. Family Portal can only send the invitation if the additional contact only has one email address.
Frequently Asked Questions (FAQs)
How can I amend an invoice after it has been sent?
Once an invoice has been generated, the associated shift is locked and cannot be edited. To make changes:
Unapprove the timesheet.
Edit the shift as needed.
Generate a new invoice.
Please note that voided invoices cannot be reinstated, and the newly generated invoice will have a new invoice number.
How do I edit an invoice to change the price only?
Once an invoice has been generated, the service rate and quantity cannot be edited.
You can only edit the following information in the invoice:
Recipient
Due Date
Reference Number
PO
Line Item Description
To update the price in the invoice:
Void the invoice.
Update the Price Book or edit the shift details as needed.
Regenerate the invoice with the corrected pricing.
This ensures the invoice accurately reflects the updated rates.
I generated an invoice, but some shifts were not included. Why?
This usually means the shift has a pending issue or error in the client’s Billing Report. To resolve this:
Go to the client’s Billing Report page.
Check the shift for any pending errors or warnings.
Fix the issue so the shift becomes billable.
Generate the invoice again.
For more information, see:
Why does the client’s Billing Report show 1 hour instead of the actual shift duration?
This usually occurs when the selected Price Book is configured as a Fixed Rate.
When Fixed Rate Only is enabled, the system charges a single fixed amount for the shift instead of calculating the cost based on the hours worked.
If you want the shift to be billed based on the actual hours worked:
Check the Price Book used for the client.
Ensure Fixed Rate Only is not selected so the rate is calculated hourly.
For more information, see: Editing Prices
How can I change an invoice status from Unpaid to Paid?
Invoice status changes when a payment is recorded. There are two ways to update the invoice status.
Logging the Received Payment Manually
Open the invoice.
Log the payment under the Payments section.
Once the payment is recorded, the invoice status will update accordingly.
For step-by-step instructions, see: Clear the Invoice
Via Xero Integration (Export Invoices)
If you push invoices from ShiftCare into Xero using our Xero integration feature, the invoices will be automatically marked as paid when they're paid in Xero.
How can I record a partial payment on an invoice?
You can record a partial payment in the Payments section of the invoice.
Open the invoice.
Enter the payment amount.
Add the payment reference.
Click Submit.
The payment will be recorded in the Invoice Events, and the remaining balance will be updated automatically. The invoice status will remain Unpaid until the full amount is paid.
How can I check whether an invoice was successfully emailed to the billing contact?
You can verify this from several places in ShiftCare:
Client Communications
Invoice List
Invoice History
These pages show whether the invoice email was sent and recorded in the system.
For detailed instructions, see: Verify If the Invoice Has Been Sent via Email to the Billing Contact
Can I write off an invoice and mark it as a debt?
ShiftCare currently does not provide a dedicated invoice write-off function. Invoices can only be marked as paid or remain unpaid/overdue.
As a workaround, you can manually note the write-off details in the invoice notes field and leave the invoice marked as overdue.
You can share your feedback via: https://feedback.shiftcare.com/
Further Reading
For further assistance with Generating Invoices Through Client Billing Report/Shifts Breakdown, please contact our Support team using online chat when you're logged into ShiftCare, or email our Support team at support@shiftcare.com.