1. (Re)Sending the Invoices to the Customer.
Sending Invoices to Customer: https://youtu.be/jn20sDV0-_Q
A key part of billing and debt collection is confirming the customer received their invoice. In practice, you’ll encounter four typical customer response groups—starting with the classic “The dog ate my invoice” type: customers who claim they never received the invoice, often with elaborate or dubious explanations. Categorizing customer behavior like this helps tailor follow-up and improve collection strategies.
Other common customer types include: those who request credit due to connection issues, the cheerful “always happy to pay” supporters, and the honest “willing to pay but haven’t received invoices” customers who just need a gentle follow-up.
To ensure any disputes with these customers, ensure that customer contact details are correct from the get-go and that the details are updated accordingly upon the customer’s request.
5.1. Sending the Invoice(s): From the Invoices Screen:
Invoices are typically sent from the Invoices section during the monthly billing run, usually handled by one person. You can also enable auto-send in Invoice Setup to dispatch invoices when pushing to Sage One—either individually, by selection, or using “Push All to Sage”.
Month End Process Video: https://youtu.be/bsaWSZ86Cxk
To get here, you go to the “Billing” tab and then click on the “Invoices” option.
On the screen that follows, you will see two types of invoices – invoices that still need to be sent to customers and invoices that have already been sent to the customers.
Colourful buttons next to an invoice line indicate it hasn’t been sent yet—changes can still be made. Once the buttons disappear, the invoice has been sent and is locked from edits, but you can still resend it to the customer.
5.2. Re-Sending Invoices.
5.2.1. Invoice Status:
Before resending invoices, check that they haven’t already been paid to avoid frustrating customers. The red section displays the current status—unpaid, partially paid, paid, or overdue.
*In cases where the total due amount is R0, but the invoices show partially paid, unpaid or overdue, please log into sage one and match the customers’ payment to the correlating invoice.
5.2.2. Invoice Detail Update:
If a customer wants changes to details like their name, VAT number, or address after receiving their invoice, first update their profile. Then delete the invoice PDF, refresh the age analysis, and re-download the updated invoice.
Step 1: To update customer details on a previously issued invoice, first click the red button to delete the current PDF. If needed, use the orange button to restore it. This step is typically used when customer info (like name or VAT number) has changed post-invoice.
Step 2: After updating the customer’s profile, delete the invoice and refresh both the Age Analysis and Invoice sections. When you download the invoice again, the updated details will appear.
5.2.3. Send & Download Invoices (Customer Profile)
To download an invoice, click on the grey button next to the invoice that you want to download. Remember to always update the age analysis before you respond to any customer queries.
When the invoices have finished downloading, a new tab will open in your internet browser. You will now be able to view, download or print the invoice.
Save the downloaded invoices in a place where you will easily be able to find them again.
To attach an invoice PDF to a helpdesk ticket in DataTill, download the invoice, add it to the relevant ticket, write your message to the client, then click Submit New Note.