When trying to create a new invoice for a customer or business, you may notice that no orders are being pulled into the invoice. Several factors can contribute to this. Below are some common reasons and troubleshooting steps to resolve the issue.
1. Order Status
Invoices will only be generated for orders marked as Cleaned and listed on the Ready page or marked as Collected/Completed. Orders that are still in progress, such as those on the Cleaning page, will not be included in the invoice.
2. Payment Status
Only unpaid orders will be included in an invoice. If an order is marked as Paid, it will not be pulled into the invoice. Make sure the order's payment status is set to:
Pay on Collection
Invoice/On Account
If an order is already paid, it won’t be invoiced again.
3. Customer vs. Business Account
Ensure you are selecting the correct customer or business account when creating the invoice. For business accounts, verify that the customer is properly assigned to the business account under their Customer CRM profile. If the customer isn’t linked to the business account, their orders won’t appear when invoicing that account.
4. Order Schedule
If an order falls outside the selected timeframe, it won’t be included in the invoice. Make sure the order was marked as Cleaned within the timeframe you selected when pulling the report.
Example: If an order was created in January but marked as cleaned in February, and you’re pulling unpaid orders for January, that order won’t be included. It will only appear in the February report.
Changing Order Dates
If you need to update the order date to include it in the invoice, follow these steps:
Go to Settings → Admin → Admin Tools → Change Order Date.
Enter the Order ID.
Select which date you want to change:
Order Created Date
Order Payment Date
Order Cleaned Date
Input the new dates as needed.
Once updated, the order will be pulled into the correct invoice based on the new date.
⚠️ If you’ve followed these steps and are still unable to generate an invoice for a missing order, reach out to our support team for additional help.
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