Why is a Billing Premium not included on an Invoice? (FAQ)

Video:

Check out this short video that explains why a billing premium may not have been included in an invoice:

Solution:

The most common scenario is that the Client was not in Active status while the Billing Premium was effective.

To check this, go to the Client's profile > Overview > Status History and note the dates during which the Client's "Active" or "On Hold" status were effective.

Then, go to the Client's profile's Accounting tab > Billing Premiums > note the Start/End Dates of the missed Billing Premium. The Premium is not accounted for days when the Client's status is other than Active (and On Hold, if the Premium has 'Billable when client on hold' checked).

For more information, check out this Zendesk article: How do I add/edit/disable/delete Billing Premiums for a Client?

Notes:

• You can troubleshoot the issues explored in this article in your staging environment.
• If the issue is not resolved after going through the steps in this article, please search through other related Zendesk articles or have your super user submit a Zendesk ticket.
• For a full list of FAQs related to Billing, check out this section in Zendesk.