Steps for billing notification recovery
- 01
Open the billing emails list and filter to failed or waiting messages.
- 02
Open the message to see why it failed.
- 03
Retry, resolve, restore or stop the message, as your role allows.
- 04
Open the linked invoice or report and confirm the next step happened.
What the finished work leaves you with
A log of failed billing notices with the latest error, the action taken, the retry result, and the linked invoice or report status.
What to do when the review finds a problem
The notice history mixes failures with routine items
Handle failed notices tied to an open invoice or report first.
A notice failed or is still queued
Read the latest delivery details before retrying.
A recovery action is available
Retry, resolve, restore, or suppress only when the notice status and your role allow it.
A recovery attempt is finished
Check the linked invoice or report, and close the item only when its status changes.
A common mistake to avoid
Retrying every failed notice without checking whether the recipient, status, or linked record has changed.
Failed franchise billing notification checklist
Use this checklist when a billing email has failed or is stuck in the queue. It finds the related invoice or report, notes the latest delivery status, uses only the recovery actions your role allows, and checks the status again, so a retry is not mistaken for a delivered email.
Before you start
- Open notification history filtered to failed and queued emails.
- Know which invoice, report, or billing run the email is about.
- Confirm which of retry, resolve, restore, or suppress your role can use.
When a billing notification fails or stays queued
A failed notice matters when the franchise still needs the invoice, reminder, or payment link. Check the latest status and the linked invoice or report before retrying, and close it only when the follow-up is visible.
A billing notice is marked failed.
Check first
- Read the latest failure message and note the notice type and recipient.
- Check whether the linked invoice or report is still open and still needs the notice.
- Confirm a retry or resolve action is allowed for this notice and your role.
Next action
Fix the recipient address or other cause if you can, then retry once. If it needs help from the email provider, leave it open with the exact message instead of retrying again and again.
Confirm the result
The notice shows a later attempt or a resolution, and the linked invoice or report shows the result.
A notice stays queued longer than expected.
Check first
- Compare how long it has been queued with when it should have gone out and with the invoice or report status.
- Check whether another notice for the same record already sent or failed.
- Confirm the recipient and notice type are still right before acting.
Next action
Treat a queued notice as not sent. Report how long it has waited, check for duplicates, and retry only once you know the original will not also go out.
Confirm the result
The history shows one current outcome and explains any replaced or duplicate notice.
The retry or resolve button is disabled.
Check first
- Check the notice status, age, and number of attempts.
- Confirm your role can change a notice’s status.
- Look for a newer attempt or an already resolved notice that makes this one old history.
Next action
Leave the old record as it is and send the active notice to someone who can act on it. Do not copy the notice into a new request to get around a status or permission.
Confirm the result
The active notice has one allowed next step, or a note on why it stays as history.
The notice says delivered, but the invoice or report is still unresolved.
Check first
- Compare the notice’s linked record with the invoice or report you are reviewing.
- Check whether delivery and the record’s own status are tracked separately.
- Confirm the linked record has the expected recipient, period, and status.
Next action
Keep the email outcome and the record’s outcome separate, and send the unresolved record to its owner. Do not mark an invoice paid, a report accepted, or an issue closed because an email arrived.
Confirm the result
The notice and the linked record each show their own status, with an owner for anything left to do.
When you need to hand it on
- Include the notice type, recipient, latest status, failure message, linked invoice or report, and attempt times.
- Check for a duplicate that already sent before retrying a queued or failed notice.
- Ask the billing owner whether to retry, resolve, stop, or leave the notice as history.
Link to the record instead of copying passwords or unrelated personal details into your note.
A situation to work through
An invoice email did not reach the franchise. The admin checks the invoice’s recipient and delivery status, fixes the contact problem, and confirms that the next delivery succeeds.
Confirm the invoice, recipient, delivery attempt, and the recovery action you are allowed to take. A notice alone does not tell you whether the invoice is paid.
This is a planning example, not a customer result.
How can teams recover a failed billing email?
Filter the email history to failed or waiting messages, open one to see why, then retry or resolve it if your role allows. Follow the linked invoice or report to confirm the follow-up worked.
Put the workflow into practice
In Granite, billing email history shows every payment request and notice, with retry for the ones that failed.
Set it up in Granite with your own franchises, reporting periods and billing rules.