Troubleshooting: Unable to Apply a Credit to an Invoice

Modified on Tue, 14 Apr at 8:39 AM

Overview

This guide explains what to do when an available credit cannot be applied to an invoice. If you encounter this issue, the credit may be restricted to a specific invoice type. By adjusting the credit's application settings, you can resolve the problem and successfully apply the credit.

This guide is intended for users who manage customer accounts and need to apply credits to invoices within Cornerstone Billing Solutions.

Before You Begin

Confirm that the credit appears in the customer's Credit History and that you have the appropriate access permissions to edit credit settings. Identify whether the invoice you are trying to apply the credit to is a Recurring Invoice or a Product Invoice, as this will determine which setting needs to be enabled.

Why This Happens

When a credit is created, it may be configured to apply only to a specific invoice type — either a Recurring Invoice or a Product Invoice. If the invoice type you are working with does not match the credit's current settings, the system will prevent the credit from being applied. Updating the credit's settings to include the correct invoice type resolves the issue.

⚠️ IMPORTANT

Changes to a credit's application settings will affect which invoice types the credit can be applied to going forward. Ensure you are enabling the correct invoice type before saving.

Steps to Adjust Credit Settings

Navigate to Credit History. From the customer's account, click Credit History.
Select the credit. Highlight and select the credit in question.
Review the application setting. Locate the checkbox next to "Can be applied to...Recurring/Product Invoice."
Enable the correct invoice type. If the appropriate invoice type is not selected, check the box to enable it.
Save your changes. Click OK to save.
Apply the credit. Return to the invoice and apply the credit.

If you need further assistance with credits and invoices, consider reviewing articles on creating credits, applying payments to invoices, and managing customer account billing settings.

Need Additional Help?

Our Customer Success team is here to assist you.

Phone: 847-405-9517 x1
Email: customer.success@alarmbills.com