Invoices

How invoices are created

Invoices are largely automatic:

• Usage-based billing — calls handled per period are pushed to Stripe; Stripe issues a periodic invoice based on the customer's contracted rates.
• Fixed fees — any flat-rate charges (setup fees, monthly minimums) are configured in Stripe and roll into the same invoice.
• The portal pulls invoices back from Stripe and surfaces them in the Invoices (opens in a new tab) sidebar item.

Browsing invoices

Click Invoices (opens in a new tab) in the sidebar. You see every invoice across the platform, with:

• Invoice number
• Billable entity (organization or company)
• Issue date
• Total
• Status — Open, Paid, Past Due, Uncollectible, Void

Use the search and filters to narrow by entity, status, or date. See Search & Filters for filter mechanics.

Tracking past-due invoices

The portal monitors unpaid invoices daily. When an invoice goes past-due:

• It moves into the Past Due status
• The relevant admins receive a notification
• The customer is also notified per their notification preferences

Don't let past-due invoices sit. Triage them in the Invoices list and follow up with the customer or update the payment method.

Voiding or correcting an invoice

Invoices are managed in Stripe — to void or refund, you'll typically work in the Stripe dashboard directly. The portal reflects whatever state Stripe reports.

Common corrections:

• Wrong rate — fix the rate in Stripe, void the wrong invoice, regenerate
• Duplicate calls counted — engineering can investigate the call record sync; if usage was over-counted, issue a credit in Stripe
• Customer disputes — pull the call detail from the portal as evidence, then resolve in Stripe

Receipts and downloads

Customers can download their own receipts from the Your Billing page. As an admin, you can pull a receipt for any customer from the same invoice detail.

Reading the line items

Most invoices have:

• Usage — call count × contracted rate
• Fixed fees — minimums, setup, add-ons
• Adjustments — credits for outages, manual corrections
• Tax (where applicable)

If a line item looks wrong, cross-reference with the call data in Calls for that period. The call count should match the usage line.

Audit trail for invoices

The portal preserves the state of every invoice over time — issued, paid, past-due, void. Combined with the audit trail on rates and entities, you can reconstruct exactly why a customer was charged what.

Next

• Stripe Billing — payment methods and customer setup
• On-call Playbook — common billing incidents