💰 Billing Issues

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Level: 🟡 Medium
When invoices go wrong or not at all

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🎯 Most common problems

Problem	Symptom	Quick fix
Invoice with amount 0	It costs €0	Review customer payment method
Does not generate invoice	Error creating	Check that the period is closed
Incorrect products	Products that are not	Review recorded consumption
Duplicate invoice	Same invoice 2 times	Cancel one and create rectification
Client does not appear	Does not appear in billing	Check client status and dates

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📝 Step by step solution

Problem: "The invoice is €0"

Why it happens: The client has the payment mode configured incorrectly.

Solution:

1. Go to Clients → Client file
2. Check the field "Collection mode":

Modo de cobro actual: [Ver configuración]

Si pone "TODO INCLUIDO":
├── La cuota mensual ya incluye productos
├── Los consumos no se facturan aparte
└── Revisa: ¿La cuota mensual está configurada?

Si pone "CUOTA + CONSUMOS":
├── Debe salir: Cuota + Productos usados
└── Si solo sale cuota: No hay consumos registrados

Si pone "SOLO SERVICIO":
├── Solo se cobra el trabajo
└── Los productos no se facturan (son del cliente)

To fix it:

• If you want to charge for products: Change to "Fee + Consumption"
• If the products are included: Check that the fee includes the appropriate value

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Problem: "It won't let me generate invoices"

Possible causes:

1. The period is not closed:

   • Go to Billing → Period Closing
   • Close the previous month before billing the new one

2. Client is inactive:

   • Go to Clients → Status
   • Inactive clients are not billed
   • Activate it temporarily if necessary

3. There are no visits during the period:

   • If no work was done, there is nothing to invoice
   • Check the calendar

4. The client does not have a quota configured:

   • All Inclusive and Fee+Consumptions require monthly fee
   • Go to Client → Business Settings

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Problem: "The invoice has products that we do not use"

Why it happens: The technicians recorded the consumption incorrectly.

Solution:

Before generating the invoice:

1. Go to Billing → Billing Assistant
2. Review the proposed consumption
3. Edit the ones that are wrong:

   ❌ 50kg de cloro (demasiado)
   ✅ 5kg de cloro (corregido)

4. Generate the invoice with the correct data

If you have already generated the invoice:

1. DO NOT delete it (break the numbering)
2. Create a Amending Invoice:
   • Billing → New Rectification
   • Select the wrong invoice
   • Indicates the correct amount
   • The rectification "cancels" the difference

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Problem: "Duplicate invoice"

Why it happens: You pressed "Generate" twice or there was a connection error.

Solution:

1. Identify which is the correct invoice (usually the first one)
2. The duplicate (the second), create a rectification that cancels it 100%
3. Mark the duplicate as "Cancelled" (so that it is not counted)
4. Inform the client to ignore the duplicate

Note: Never delete invoices. Always use rectifications.

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Problem: "The customer does not appear in billing"

Check these points:

CHECKLIST:
☑️ Estado del cliente = "Activo" (no Lead ni Inactivo)
☑️ Tiene piscinas activas
☑️ Tiene visitas completadas en el periodo
☑️ Tiene modo de cobro configurado
☑️ Tiene cuota mensual (si aplica)
☑️ El periodo está dentro de las fechas de contrato
☑️ No está marcado como "No facturar"

If everything is fine and it still does not appear, contact support.

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💡 Error prevention

Before billing:

1. Check out the billing wizard

   • Shows everything that is going to be invoiced
   • Detect errors before generating

2. Check for strange consumption

   • If a client has 100kg of chlorine, check
   • Probably the technician put an extra zero

3. Build in draft first

   • Some systems allow "Preview"
   • Check before confirming

After billing:

1. Review generated invoices

   • See the first ones of each typical client
   • If there is a bug, it is probably in more places

2. Send the accountant with care

   • Once sent to the accounting program, it is more difficult to fix

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❓ Frequently asked questions

"Can I delete an invoice?"

NO. Tax law does not allow invoices to be deleted once they have been issued. Use rectifications.

"How do I cancel an invoice?"

You create a corrective invoice with the same negative amount. That fiscally "annuls" the first one.

"Why does a customer have 2 invoices this month?"

Probably:

• Manual and automatic generation
• There was a period closure in the middle of the month
• Check dates of both invoices

"Can I change the date of an invoice?"

NO. The date is the date of issue. If you need another date, cancel it and create a new one (but be careful with the numbering).

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🆘 If nothing works

If you have a billing problem that you cannot resolve:

1. DO NOT generate more invoices (you can make it more complicated)
2. Documents:
   • Which client has the problem
   • Which invoice is wrong (number)
   • What should come out vs what comes out
3. Contact support:
   • Email: soporte@poolcontrolpro.com
   • Includes screenshots

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💰 Billing must be perfect

A mistake here is lost money or an angry customer. Check it well.

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