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What you will accomplish

You will open a customer invoice (a bill your facility sent to a customer), read its status, and know the right next step—send it, charge a saved payment method, wait for the customer, or record cash or check. Use this guide when you need to double-check an invoice before sending, answer a customer question about what they owe, or figure out why an invoice still shows as unpaid.
Customer invoices onlyThis guide is for bills you send to customers. If you are reviewing a bill from a detailer or transport company, use Review and pay vendor invoices and Filters → Type → Vendor on Invoices.

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Before you start

  • You can open Payments > Invoices.
  • You know the customer name or invoice number you are looking for.
  • If you plan to change or void an invoice, confirm your facility’s policy with a manager first.

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Find the invoice on the list

1

Open Invoices

Go to Payments > Invoices.Expected result: You see the Invoices page with tabs near the top.
2

Filter to customer invoices

Click Filters. Under Type, choose Customer so you only see bills sent to customers—not vendor bills from outside companies.Why this matters: Vendor bills use a different workflow. The Type filter keeps you on the right list.
3

Search if needed

Use the search box for customer name, email, invoice number, or invoice ID.At the bottom of the list, choose how many rows appear at once (25, 50, or 100). That choice is saved for your account.Expected result: The invoice you need appears in the table.
4

Use Report for many invoices at once

When a manager needs a spreadsheet-style view, click Report in the top-right area of the page instead of opening rows one by one.Why this matters: Report is built for month-end reviews, exports, and sorting many invoices together. This guide focuses on a single invoice at a time.
5

Read Status and Amount before you open a row

Glance at Status and Amount on the list. That often tells you what to do without opening every invoice.Why this matters: A Draft invoice still needs review. An Open invoice is waiting for payment. Paid means you can stop chasing payment.
6

Open the invoice

Click the invoice row.Expected result: The invoice detail page opens with the customer name, line items, totals, and buttons near the top-right.
7

Open Report for many invoices (optional)

If you need every invoice in a date range—not just one row—click Report on the Invoices page instead. See Review the Invoices Report.
Invoices page with Filters open and Customer type selected, showing multiple invoices with status badges and amounts
Use Filters → Type → Customer before you open an invoice. Click Report in the top-right when you need a facility-wide list or export.

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What each status means

Draft — Your team is still preparing the invoice. It is not ready for the customer to pay yet.Open — The invoice is finalized and waiting for payment (online, cash, check, or charge on file).Paid — The invoice has been paid in full.Void — The invoice was canceled and can no longer be paid.Uncollectible — Your team does not expect to collect the money.Waiting for customer — The customer must choose a payment method (or complete a payment preference step) before the invoice can continue.

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What to do for each status

1

Draft — review before sending

Open the draft and read every line item and the total. When it is correct, use Finalize invoice (or the send option your team uses).Why: Drafts let managers catch mistakes before a customer sees the bill.
2

Open — collect or remind

If the customer should pay online, resend the email or share the payment link. If they paid cash or check, use Mark as paid (cash/check). If they have a card on file, you may see Charge payment method on file under Actions.Actions that can email the customer ask Notify the customer? first. Choose Yes to send email, or No to finish the update without emailing.Full steps: Send and collect customer payments.
3

Waiting for customer — send a reminder

Use Remind customer or Send reminder email so they can choose how to pay.If they already arranged another way to pay (for example they will bring a check next visit), turn off Daily reminders on that invoice. This pauses automatic follow-ups for this invoice only. Team reminder settings stay on, and you can still send a reminder by hand.Expected result: The customer receives instructions to complete the payment preference or pay the invoice, unless daily reminders are paused on that invoice.
4

Paid — no collection needed

You can still open the invoice to view payment history or print records for the customer. Do not mark it paid again.
5

Void — invoice canceled

The customer cannot pay this invoice anymore. If they still owe money, your team should create a new invoice or follow Void, credit, or correct an invoice for what happened.

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Read a draft invoice detail page

When Status shows Draft, the invoice is still internal. Your team can fix line items before the customer sees anything.
Draft customer invoice detail page showing Draft status, line items, totals, and Finalize invoice button
A Draft invoice shows Finalize invoice near the top-right. Use it when the bill is correct and ready to send or charge.
  • Customer — Name and email match who should be billed.
  • Line items — Descriptions are clear (for example May 2026 Climate Controlled Storage, not just Fee).
  • Subtotal, tax, fees, total — Math looks right for your facility’s rules.
  • Due date — Matches your agreement with the customer.
Do not send until you finalizeCustomers cannot pay a Draft invoice. Finalize it first, or save it as a draft intentionally while a manager reviews it.
Stripe does not create a downloadable PDF until an invoice is finalized. You can still print a Draft invoice—or save it as a PDF from your browser—from a dedicated print page.
1

Open the draft invoice

From Payments > Invoices (Customer tab), open the invoice with Draft status.
2

Click Print

Near the top-right, click Print. You can also choose Print / Save as PDF from Actions, or from the row menu on the invoices list.Expected result: A print page opens with the invoice laid out for paper.
3

Print or save as PDF

Click Print / Save as PDF, then use your browser print dialog. Choose a printer, or choose Save as PDF / Microsoft Print to PDF.Expected result: You have a paper copy or a PDF of the draft. The invoice stays a draft until someone finalizes it.
Draft copies are for internal reviewA printed draft is useful for a manager review or a customer conversation. It is not the official billed invoice until status changes from Draft.

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Read an open invoice detail page

When Status shows Open, the customer can pay (or your team can record payment).
Open customer invoice detail page showing Open status, amount due, line items, and Actions button
An Open invoice shows Actions near the top-right. Use that menu to resend email, charge on file, or mark cash/check paid. Scan these areas on the detail page:
  • Status badge — Confirms whether the invoice is Open, Paid, or another state.
  • Amount due — What the customer still owes today.
  • Line items — Each charge, quantity, and subtotal.
  • Payments & transactions — Online attempts, processing state, or recorded cash/check payments.
1

Open the Actions menu on an open invoice

Click Actions in the top-right area.Expected result: A menu opens with choices such as Resend invoice email, Charge payment method on file, and Mark as paid (cash/check).
Actions menu on an open customer invoice showing resend email, charge on file, and mark paid options
The Actions menu is where you follow up after the invoice already exists. Pick the option that matches what the customer needs next.
Button names may vary slightlyYour facility’s payment setup controls which buttons appear. If you do not see Charge payment method on file, the customer may not have a saved card, or your role may not allow charging on file.

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Issue a credit note (reduce what the customer owes)

Use a credit note when your manager approved giving money back or removing part of a bill—such as waiving a processing fee, correcting an overcharge, or crediting the customer’s account balance.
Credit note vs new invoiceIssue credit note lowers or clears an existing open invoice. It does not create a new bill. To charge the customer again, use Create an invoice.
1

Open an Open invoice

From Payments > Invoices (Filters → Type → Customer), open an invoice with Open status.Why this matters: Credit notes apply to bills that are still outstanding. Paid invoices usually need a manager’s guidance before you change anything.
2

Open Actions

Click Actions in the top-right area of the invoice detail page.
3

Choose Issue credit note

Select Issue credit note.Expected result: A window titled Issue credit note opens. You choose whether to credit processing fees only, the full balance, or a custom amount.
4

Pick the credit type

  • Credit processing fees only — Removes card or platform fees from the invoice. The customer still owes the service amount.
  • Credit full balance — Zeros out the invoice when your manager approved a full credit.
  • Custom amount — Credits a specific dollar amount you enter.
Why this matters: The wrong choice can leave the customer owing money when they should not—or erase a balance your manager still expects to collect.
5

Add a reason and optional memo

Choose a Reason from the list. Use Memo for internal notes your team should see later (for example “Manager approved fee waiver by email”).
6

Click Issue credit note

Review the summary message at the bottom of the window, then click Issue credit note.Expected result: The Amount due on the invoice drops by the credit amount. Your team can open Payments & transactions to see the credit recorded.
Actions menu on an open customer invoice showing Issue credit note among resend email, charge on file, and mark paid options
Issue credit note appears in the Actions menu on Open invoices. Only team admins can issue credits at most facilities—if you do not see it, ask your manager.
Do not see Issue credit note?Your account may need admin permissions, or the invoice may not be Open. Draft invoices should be edited or finalized first. Paid invoices need a different process—ask your billing manager.

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Read a paid invoice

When Status shows Paid, the customer has paid in full (or your team recorded cash or check correctly). No collection step is needed.
1

Open the paid invoice

From Payments > Invoices (Filters → Type → Customer), find the row with Paid status and click it.Expected result: The status badge near the top shows Paid. Amount due is zero.
2

Review Payments & transactions

Scroll to Payments & transactions on the detail page. This section shows how the customer paid—online card, bank transfer, cash, or check—and when.Why this matters: If a customer calls asking for proof of payment, this section is the fastest answer.
3

Confirm Amount due is zero

Near the top of the page, check that Amount due shows $0.00 (or your currency’s zero amount) and the status badge still says Paid.Expected result: You see a green or neutral Paid badge, line items from the original bill, and a payment row under Payments & transactions with the date and method.
4

Do not mark paid again

Avoid using Mark as paid or Charge payment method on file on an invoice that is already Paid.Expected result: You can print or share payment details with the customer if your facility allows it, but you do not need to change the status.
Customer says they paid but status is still OpenOpen Payments & transactions. Bank payments can show processing for a short time. If nothing appears after a day, resend the invoice link or ask the customer which email they used—they may have paid a different invoice by mistake.

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When a manager must step in (Void and Uncollectible)

Most front-desk staff should not void invoices or mark them uncollectible without a manager. These statuses are still useful to recognize on the list:
Void — The invoice was canceled. The customer should not pay it. A manager usually voids duplicate bills or invoices sent in error.Uncollectible — Your team does not expect to collect the money (for example, after many failed follow-ups). This closes the bill without marking it paid.
1

If you see Void or Uncollectible on the list

Do not resend payment links or mark the invoice paid. Note the invoice number and ask your billing manager what to tell the customer.Expected result: Your manager decides whether to issue a replacement invoice, a credit, or no further action.

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Common mistakes to avoid

  • Do not confuse Customer invoices with Vendor invoices on the list—they are different workflows.
  • Do not mark an invoice paid until you actually received cash or check.
  • Do not void or recreate an invoice without manager approval—customers may still have an old payment link.

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Troubleshooting

Status still says Open after the customer paidBank payments can take time to finish processing. Open Payments & transactions on the invoice. If nothing appears, ask the customer for confirmation and check whether they used the correct invoice link.
I cannot edit the invoiceSome statuses lock editing. Follow Void, credit, or correct an invoice for step-by-step help with Edit invoice, Void invoice, and Issue credit note.
The list is emptyIf you just turned on payments, finish Connect payment processing, then create a bill with Create an invoice.

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What to do next