Billing and payments troubleshooting
An order isn't on any invoice, an automatic run skipped a customer, tax is missing, a card payment isn't showing or payroll won't close? Find the symptom, why it happens and the fix.
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Find what you see in the left column. Most billing rules are set in Billing defaults and Tax, and can be overridden on a customer's Billing page: check both.
Invoices
| Symptom | Why | Fix |
|---|---|---|
| A delivered order isn't listed under Orders to bill | It is already on another invoice (a draft counts), or it isn't delivered yet | Search for it on Invoices. An older cash-on-delivery order whose delivery was paid on a cash tax receipt is never invoiced. |
| The automatic run skipped a customer | The customer's Automatic invoicing is Off · bill by hand, their balance is under the Minimum invoice amount (carried over), their billing is on hold (Hold billing), or a required PO number is missing on the orders | Open ⋯ next to New invoice > Preview next invoice run: it says why each customer is Not invoiced |
| "Automatic invoices are paused" | Tax is on but a registration number you need is missing | Add it in Tax. See Tax settings. |
| Check the tax before you send this on a draft | A tax setting is missing or changed after the draft was made | Fix it in Tax, then click Recalculate on the draft |
| No tax on the invoice | Add tax to invoices is off, the tax's registration number is empty, the customer is Tax exempt, or the service's Tax category is Not taxable | Check each in Tax and on the customer |
| QST missing on a Montréal delivery | Your QST registration number isn't saved, or tax follows My business location outside Québec | Add the number; with Delivery address (recommended), Québec deliveries get GST and QST |
| You can't change a sent invoice | Sent and finalized invoices are locked | Issue a credit note, or ⋯ > Void invoice (its orders become billable again) and invoice again |
| The customer says they never got the invoice | It went to the billing email on the customer or in Billing defaults, or the address bounced | Check the email under Billing contact and copies. On Customer emails & texts > Logs, find the message and Resend to …. A bounced address is listed under Blocked addresses in Email. |
| The currency can't be changed | Company currency locks once the first invoice exists | Contact NemiRoute support if it is wrong |
| A customer's new orders are On hold | Your Credit limit rule is Hold new orders for approval and the customer is over their limit or has an overdue invoice, or the customer is prepaid and hasn't paid yet | Release the hold on the order once agreed, or wait for the payment. See Billing defaults. |
Tax warnings on a draft
| Warning | Why | Fix |
|---|---|---|
| Order ... has no recognised province or state in its delivery address, so no tax was charged on it | The address has no province (or pickup, if tax follows Pickup address) | Fix the province on the order's address, then Recalculate |
| Deliveries to ... are outside your CA tax registrations, so no tax is charged | A delivery to the US (or another country) with only Canadian registrations | Nothing is charged by design. Add a US sales tax permit under Tax if you must collect there |
| ... is due on deliveries to ... but you have no ... on file, so it was not charged | The registration number for that tax is empty | Add it in Tax and Recalculate |
| Customer is tax exempt but no exemption number is on file | Tax exempt is on with an empty Exemption number | Record the number on the customer's Tax exemption card |
| The customer's tax exemption expired on ... Tax is charged until a new certificate is recorded | Certificate expires is in the past | Record the new certificate and date, then Recalculate |
Worked numbers for each case: Worked examples: tax, invoices and payments.
Payments
| Symptom | Why | Fix |
|---|---|---|
| The portal says cards can't be used yet | Stripe isn't connected or not finished: Payments doesn't say Payments are ready | An admin clicks Set up payments or Continue onboarding. See Card payments and Stripe. |
| The customer paid by card but the invoice is still open | The bank confirmation is slow ("Still working on it"), or it was a bank debit, which clears in a few business days | Wait: the invoice updates by itself. Check Card payments for the row. |
| A card payment shows less than the invoice | Card payments shows Gross, Fees and Net | Net is after platform and card fees; the invoice is paid in full for the Gross |
| Refund is refused | The customer is disputing the payment with their bank | Submit your evidence in the Stripe dashboard (Open Stripe dashboard) |
| A cheque was recorded on the wrong invoice or bounced | Recorded payments are reversed, never deleted, so the history stays | Reverse the payment, then record it again. See Record and reverse payments. |
| The customer paid more than they owed | The extra is kept as customer credit | It pays their next invoices when Use credit on account automatically is on, or apply it yourself |
| Auto-pay didn't charge a customer | The card failed. The charge is tried again after 1, 3 and 5 days, then stops | Ask the customer to update their card on the portal's Saved cards & auto-pay page, or to pay the invoice themselves |
Cash on delivery
| Symptom | Why | Fix |
|---|---|---|
| COD cash is not on the invoice | By design: it is the customer's goods money, not your charge. The delivery is invoiced; the cash is credited to the customer's account when you receive it | Receive the cash in COD cash; the credit then pays the customer's invoices |
| Short by when receiving cash | The driver handed in less than collected | Type the Reason for the difference; resolve it under Exceptions on the COD page. See Collect cash on delivery from drivers. |
| A driver still holds old cash | It wasn't received yet | Click Receive cash on their row, or Dispute a collection that doesn't match |
Payroll
| Symptom | Why | Fix |
|---|---|---|
| Close period doesn't work | Periods close oldest first, and only after their end date | Close the older open period first |
| Approve period is greyed out | A statement is disputed | Add an Adjustment if the driver is right, Refresh statements, then Resolve dispute |
| A driver has no statement | Their deductions were larger than their earnings | Nothing is lost: the lines move to the next period and are netted there |
| A driver's pay looks wrong | The wrong plan applies, or the plan's rates changed | Open the plan in Pay plans and try the driver's order in the simulator. See Set up driver pay plans. |
| You can't change a line on a statement | Existing lines are never edited | Add an Adjustment (an extra or a deduction) before the period is approved |
See Pay periods and statements for the full payroll steps.
Related articles
- ConceptWorked examples - tax, invoices and paymentsReal numbers for GST/HST and QST by province, rounding, tax-included prices, exemptions, credit notes, due dates, early-payment discounts, aging, how a payment is spread, statements, credit limits and your own subscription bill.
- Setup pathA month in financeThe finance routine in NemiRoute, day by day, week by week and at month-end: payments, COD cash, unbilled orders, invoices, reminders, payroll, tax and the export to your accounting software.
- How-toCreate and send invoicesBill a customer's delivered orders plus any fees or discounts, check the draft, send or finalize it, print it and chase payment.
- How-toFind delivered orders that are not invoicedSee which customers have delivered orders that are not on an invoice yet, and bill them in a few clicks.
- How-toRecord and reverse paymentsRecord cheques, bank transfers and cash on one or several invoices, send receipts, undo a payment recorded by mistake and find any payment.
- How-toCollect cash on delivery from driversSee which driver holds how much COD cash, receive it when they hand it in, and sort out shortfalls and disputes.
- How-toPay periods and statementsClose a pay period, review and fix driver and staff statements, approve, record the payment and export to your payroll system.
- How-toBilling defaults and automatic invoicingDecide when invoices are created and how orders are grouped, set payment terms and reminders, and set the invoice footer, payment instructions and numbering.
- How-toTax settingsTurn tax on for invoices, enter your registration numbers, choose which address decides the tax, and check the result with the calculator.
- How-toCard payments and StripeConnect your company's Stripe account so customers can pay invoices by card, follow the setup states, and see each card payment, its fees and refunds.
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