Create a credit and correct an invoice

A credit reverses selected lines from an issued plan-managed or self-managed invoice. It keeps the original issued document intact and records a separate credit note. Use it for an invoiced line that must be reversed before a corrected charge is issued, or when the decision is not to bill that line.

Before you start

You need Invoicing Add permission and eligible uncredited lines on a non-void invoice. Invoicing must be available in the workspace. NDIA bulk claim documents do not offer this credit workflow. Review the original invoice, payments, existing credits and Linked documents before making another correction.

Credits reduce what is owed without being cash received. Creating a credit does not refund a bank payment or automatically issue a replacement invoice. If the invoice is linked to Xero, read the Xero section below before proceeding.

Select the original lines

1. Open Finance > Invoicing and find the original invoice. Use its reference, participant and date to distinguish it from a related credit.
2. Open Invoice details > Details and inspect Invoice lines and the Balance.
3. Select the red Create credit action. If it is unavailable, wait for the lines to load and check whether any eligible uncredited lines remain and whether your role can create invoices.
4. In Create credit, eligible supports start selected. Clear every line you do not intend to reverse. The header checkbox selects or clears all eligible supports.
5. Compare Support, Date, Quantity, Rate, Amount, the selected count and the credit total. This workflow reverses the selected original lines; it is not a free-form edit to their issued amounts.
6. Enter a required Reason that explains the reversal, then select Create credit once. Missing selection or reason shows validation and does not issue a credit. Wait while the action saves.

Success shows Credit created. Charges returned to Billing. Reopen the original and the new credit to inspect the saved result. Already credited original lines show Credited and cannot be credited again through this selection.

Check allocation and replacement charges

The issued credit reverses the original values. Its allocation reduces the original outstanding balance; any balance not allocated remains Available credit on the credit note. Read Cash received, Credits applied and Outstanding separately. A settled original can be settled by credits rather than cash.

One detached editable Billing charge is returned for each credited original line. Creating the credit and those returned charges is one saved operation. A retry must not be used to generate another set of the same correction.

1. Open Finance > Billing and locate the returned charge using participant, service date and support.
2. If the service should be billed differently, select Edit charge, correct the verified values and save. Review any warnings.
3. If no replacement should be billed, select Archive and confirm Archive charge?.
4. Generate only the corrected ready charges you intend to issue. The new invoice is a separate document with its own issue-time values.
5. Return to Invoicing and compare the original, credit and replacement using Linked documents and their references.

Credits on Xero-linked invoices

A local credit stays an issued OneForce credit. Its Xero treatment depends on the original document’s current state:

Original in Xero	Result when the credit is synchronised
Unchanged, unpaid Draft	The credited original lines are removed from the draft. If all lines are removed, the draft is deleted. A separate Xero credit note is not needed for that draft correction.
Authorised or Paid	A separate draft Xero credit note is prepared against the original. Review and authorise the credit in Xero, then use Sync to Xero to reconcile its allocation and balances.
Changed, incomplete, wrong organisation or another unsupported state	The Xero part stops with a reason. The local credit remains saved. Reconcile the named issue before retrying.

Do not create another local credit because the Xero step failed. Check the credit’s export error and the actual Xero document first. Existing local credits created before Xero connection stay local and are not admitted as historical exports. Disconnecting Xero does not remove its existing invoices, credits or payments.

Payment and cancellation corrections

Cash recorded for a Xero-connected invoice belongs in Xero; correct or remove the payment there, then select Sync to Xero. A manually managed local invoice uses its eligible Payment history editor. A credit and a cash refund are separate accounting events.

A verified unused invoice cancelled in Xero can return its charges to Billing during sync when the cancellation has no payment or credit history. Records with settlement history need reconciliation instead. If a full native credit already returned the charges, deleting the corresponding untouched draft does not return them a second time. Read the specific outcome rather than repeating a reversal.

For an NDIA claim, keep actual remittance evidence and use payments or recoveries. This page does not resubmit an NDIA claim or record a payment.

Example: reverse one line, then correct its replacement

Suppose a fictional invoice has a $60 care line and a $10 transport line, and only the transport line is wrong. In Create credit, clear the care selection and keep the $10 transport line selected. Check that the selected count is one and the credit total relates to that $10 line. A useful Reason explains the issue, for example “Transport line duplicated on this invoice”; it should explain the actual mistake rather than just say “correction”.

After creation, inspect the original’s balance, the separate credit note and the one returned Billing charge. If transport should not be billed at all, archive the returned charge. If a corrected transport charge is genuinely due, edit that returned charge and generate it separately after review. Do not create another credit because a later replacement or Xero step is unfinished.