Guidelines on how the invoices issued on the accounts marked as Fraud are to be credited.
Identifying the fraud accounts
Follow the guidelines outlined in the Collections Procedure and keep records of the accounts that are marked as Fraud in Salesforce.
Once it is confirmed that the services are cancelled, we can proceed with crediting off the invoices issued, irrespective of the age of the invoice(s).
1. Credit in full
N.B. In order for the negative invoice not to be sent by email to the email address on the account, it needs to be replaced first with the one of the person who is raising it.
Step 1: Open the customer's account in GTV and go onto the "Invoices" tab and click on the three dots at the end of the invoice line (under Actions) and select "Reverse invoice".
Step 2: In the new pop-up window:
- fill in the "Description" text box with "Fraud account";
- from the dropdown "Manual Invoice Reason" select "Fraud";
- "Automatic Approval" tick on;
- Hit the "Reverse Invoice" button.
Step 3: Refresh the page
2. Partial credit
Step 1: Open the customer's account in GTV and go onto the "Invoices" tab and click on the three dots at the end of the invoice line (under Actions) and select "Manual invoice".
Step 2: In the new page opened, at "Reason" select "Fraud" and under the "Invoice items", delete all the items (from the "x" button for each line) but for the services one showing charges (we will be doing the crediting on that one only).
Step 3: On the remaining line, remove the VAT.
Step 4: Calculate the amount that needs to be credited without VAT and input the amount in negative in the "Unit Price" field. Hit the "Tax preview" button for the VAT to be added. N.B. If the total amount does not match, hit "Revert" and recalculate it.
Step 5: Hit the "Approve" button for the negative invoice to be created.