Help customers pay sooner by resolving invoice problems.

Read Salesforce case and NetSuite invoice; distinguish a missing reference from a price dispute or credit request.

1. 1.1Open the next case in the team’s Billing exceptions queue in Salesforce (ex: BC-8041). Follow NetSuite_Invoice_ID__c to the invoice and confirm the customer and open amount.
2. 1.2Read the latest AP message and compare the invoice’s customer PO reference with the case notes. Classify the blocker as Missing PO reference only when the customer is not disputing price, delivery, or tax.
3. 1.3Check the invoice’s subsidiary, currency, due date, and open balance in NetSuite. Save those values with the case before preparing any correction.
4. 1.4Look for an existing correction request or credit memo linked to the invoice. Keep one owner for the billing exception so parallel teams do not send competing versions.

Find the signed order in Microsoft SharePoint and verify the established AP contact through Microsoft Outlook and the customer record.

1. 2.1Find the signed order in Microsoft SharePoint using the customer and invoice’s source-order reference (ex: NS-220). Check the signed version and link the relevant delivery evidence.
2. 2.2Compare the customer’s purchasing reference on the signed order with the NetSuite invoice. Put any missing or incorrect reference and its source page in the finance review note.
3. 2.3Check the established AP contact against the customer record and prior Microsoft Outlook correspondence. A new sender or changed payment instruction needs separate verification.
4. 2.4Prepare one invoice package containing the proposed reference correction, signed order, and delivery support. Preserve the original amount, payment terms, and bank instructions.

Finance approves the proposed invoice-reference correction and outgoing package. No amount, terms, or bank details change without their separate authorization.

1. 3.1Present finance with the original and proposed customer PO reference, invoice, and signed order. Specify that the request changes the reference only.
2. 3.2Capture the reviewer’s approval for the invoice update and outgoing package. If the reviewer requests a credit, price change, or new payment terms, route that as a separate transaction.
3. 3.3Apply the approved reference through the team’s NetSuite invoice-correction procedure. Re-read the saved invoice and verify that amount, currency, due date, and bank instructions still match the original.
4. 3.4Attach the approved invoice version and reviewer reference to the source Salesforce case. Use this version for the customer email so an older attachment is not sent accidentally.

Send the approved invoice package using Microsoft Outlook, record follow-up in Salesforce, and keep the receivable open until funds are actually received.

1. 4.1Send the approved package through Microsoft Outlook in the established AP conversation. Include the invoice number and corrected PO reference in the subject or message body.
2. 4.2Save the sent message reference and next follow-up date on the Salesforce case. Record acknowledgment separately from a promised payment date or actual receipt.
3. 4.3When remittance advice arrives, link it to the same case and inspect every invoice allocation (ex: REM-604 covers two invoices). A remittance advice alone does not close the receivable.
4. 4.4Check NetSuite for the corresponding bank receipt before advancing. Keep follow-up active if the promised funds have not arrived or the receipt belongs to another entity.

Compare the NetSuite bank receipt with Microsoft Outlook remittance by customer, currency, subsidiary, invoice, and amount. Search for a prior application.

1. 5.1Compare the remittance with the bank receipt by customer, subsidiary, currency, and amount. Check the bank reference and payer before using the receipt (ex: BR-601 for a $60,000 USD payment).
2. 5.2Read the remaining balance on each remitted invoice and prepare its exact allocation. Check that the allocations total the receipt (ex: $48,000 to INV-8041 plus $12,000 to INV-8042); route shortfalls or excess cash for review.
3. 5.3Search NetSuite customer payments and bank matches using the receipt and remittance references. If the receipt already has an unapplied customer payment, use that record rather than creating a second receipt.
4. 5.4Prepare the customer payment’s Apply subtab with Auto Apply cleared. Select only the invoices supported by the remittance and enter their exact amounts; leave unrelated invoices and credits untouched.

Finance approves the supported allocation. Apply it in NetSuite, read back invoice balances, and close the Salesforce case only when the blocker and payment are resolved.

1. 6.1Present finance with the bank receipt, remittance, and proposed invoice allocations. Require approval of the exact application before saving it in NetSuite.
2. 6.2Apply the approved amounts to the existing receipt or authorized customer-payment record and retain its reference (ex: CP-601). If saving times out, search by receipt reference and re-read the payment before retrying.
3. 6.3Read the payment’s applied lines and compare each invoice balance with the expected remainder. Confirm the receipt link and explain any unapplied balance; full payment should leave the covered invoices at $0.
4. 6.4Close the Salesforce case only when its blocker and payment are resolved, retaining the payment and corrected invoice references. Stop reminders for fully paid invoices while preserving follow-up on remaining balances.