Basic scenario:
A Customer has been billed for the wrong amount.
- The first period was billed for $1000 instead of $2000
- No other charge periods have been billed
The example below provides step-by-step instructions on how to correct the error using the Credit/Rebill Suitelet.
Step 1. Review the Subscription Item and related Charges.
In this example, the Subscription Item has a Rate Type of Fixed (Recurring). All Charges listed are for a fixed amount of $1000.
Step 2. Review the Transaction tied to the incorrect Charge .
In this example, the Sales Order in review is SO362. To correct the error, click the Credit/Rebill button on the Transaction
Step 3. Select the Transaction Line for Credit/Rebill.
In this example, there is only one Transaction Line to be corrected. There are no related Charges present. Credit/Rebill has been selected over Credit, because we intend to generate a new Charge with the corrected amount, so we must reopen the charge period.
Note: Charge periods that come after this transaction have not been billed yet, which means that any changes to data on the Subscription Item (e.g. rate, quantity, etc) will carry to any open charge periods.
Step 4. Preview the Transaction Line for Credit/Rebill, then click the Process Credits button.
In this example, there is only one Transaction Line to be corrected. There are no related Charges present.
Step 5. Post-Credit/Rebill, visit the Subscription Item to review Credit details.
In this example, the system has created a new Credit Charge (-$1,000) and unbilled Charge of $1,000.
- The original Charge tied to Transaction (SO362) is still present on the Charge Table.
- The Credit/Rebill Suitelet does not delete Charges or Transactions.
- In this example, the customer will be billed for the difference between what was billed ($1000) and the new billed amount ($2,000).
Step 6. Update the Subscription Item with the correct details.
In this example, the Rate was incorrect. The Subscription Item should be charging $2000 a month, not $1000. After updating and saving the new Rate value, Charges are regenerated with the new Amount
Step 7. Create a new Transaction for the charge period.
In this example, a new Transaction has been generated for the corrected period, with one line for the credited amount and one line for the amended amount.
Step 8. Visit the Subscription Item to review open charge periods.
In this example, the Rate had to be corrected. The Charge Table shows that the next charge period is for the correct amount of $2000.