Choose the symptom you can observe
Open the matching case. Check the existing state before changing a record or repeating an action.
The invoice balance does not equal its visible line items.
Check first
- Add the displayed line items, credits, and payments using the invoice's rounding and sign conventions.
- Check whether a line is hidden by a filter, collapsed section, or partial-load state.
- Compare the invoice's source period and rule with the line-item descriptions.
Next action
Record the discrepancy with the invoice identifier and source period, then route it to the owner of the calculation or adjustment. Do not overwrite the balance or remove a line to make the numbers agree.
Confirm the result
The invoice detail explains the balance from visible lines and transactions, or the unresolved difference has a named owner and evidence attached.
A payment appears in history but the balance stays open.
Check first
- Check the payment's state, amount, invoice association, and recorded time.
- Look for an unapplied, reversed, pending, or duplicate payment entry.
- Confirm that the invoice status has refreshed after the payment provider response.
Next action
Follow the payment record's actual state and route an unapplied or reversed transaction for reconciliation. Keep the invoice open until its displayed status reflects the confirmed transaction state.
Confirm the result
The invoice and payment history agree on the applied amount, remaining balance, and current status.
The invoice shows the wrong franchise or reporting period.
Check first
- Compare the invoice identifier, franchise, source period, and rule version with the originating record.
- Check for a similarly named franchise or duplicate invoice in the list.
- Confirm that the displayed line items were generated from the same source scope.
Next action
Stop any follow-up on the wrong record, identify the intended invoice, and route a source-link correction to the authorized owner. Preserve the incorrect record's history rather than editing identity fields to fit the request.
Confirm the result
The review note names the correct invoice, franchise, period, source rule, balance, and next permitted action.
The invoice status does not match the latest payment or adjustment event.
Check first
- Compare the status timestamp with the latest payment, adjustment, or provider update time.
- Check whether the latest event is pending, failed, reversed, or completed.
- Refresh the invoice detail and confirm that the same status appears in history and summary views.
Next action
Treat the invoice as unresolved until the event state is final, then route a stale status to the record owner. Do not infer paid or closed from a successful navigation return or an old list label.
Confirm the result
The invoice detail, history, and list state show the same latest status and timestamp, or document the outstanding synchronization question.
Prepare a useful escalation
- Include the invoice identifier, franchise, source period, line-item snapshot, balance, payment history, and current status timestamps.
- Avoid sharing full payment details; provide only the references needed to locate the transaction.
- Ask the invoice owner to decide whether the issue is a source calculation, application, or status problem.
Reference the relevant record instead of copying credentials or unrelated personal information into the handoff.