Adjustments, write-offs & voids

On the invoice-first model, any change to what a member owes is recorded against the invoice. There are three tools: Adjust Invoice, Write Off and Void. All three are reached from the dropdown beside the invoice's action button on the open invoice. That action button is Email when you open the invoice from the contact's Financial tab, and Pay Invoice when you open it from a finance Action Centre; either way the dropdown sits beside it. The same dropdown also offers Open Pay Now. Each tool is designed to keep a clear, auditable record.

Adjustments

An adjustment is an explicit, reasoned change to an invoice balance — for example forgiving days while a subscription was on hold, or rebalancing remaining periods after a fee change. Every adjustment has an amount and a comment.

Make an adjustment

1. Open the contact's profile and click the Financial tab.
2. Click the invoice you want to adjust.
3. Open the dropdown beside the invoice's action button (Email on the contact Financial tab, or Pay Invoice in a finance Action Centre).
4. Click Adjust Invoice. The Adjustment on Invoice panel opens, showing the invoice date, due date and balance due, followed by the invoice's line items.
5. Optionally select a line item. Nothing is selected by default, and most adjustments don't need one. Selecting a line makes the adjustment take its tax rate and account from that line, which helps when an invoice has lines that are treated differently.
6. Set the Adjustment date.
7. Choose an Adjustment type — Discount, Writeoff, Rounding, Item Removal, Item Addition, Subscription Hold, Subscription Update or Other.
8. Optionally set a Tax rate and an Account.
9. Enter a Comment describing the reason (for example "On-hold write-off").
10. Enter the Amount, and a Tax Amount if one applies. Check the sign on each — see below.
11. Review the After adjustment summary, which shows the resulting Invoice Pre-Tax Amount, Invoice Tax Amount and Invoice Amount.
12. Click Create Adjustment.

The adjustment appears on the invoice as a separate line and the outstanding balance updates.

How the amount's sign works. The Adjustment type sets the sign for you: a Discount or Writeoff defaults to negative, reducing the balance, while an Item Addition defaults to positive, increasing it. The adjustment type is therefore not only a reporting label — it determines the direction of the adjustment. You can override the sign on either amount field, either by selecting the sign itself or by typing a plus or minus before the figure. Amount and Tax Amount carry their own signs, so check both before creating the adjustment.

Write-offs

Write Off marks the unpaid portion of an invoice as no longer collectable while keeping the invoice record.

1. Open the invoice.
2. Open the dropdown beside the invoice's action button (Email on the contact Financial tab, or Pay Invoice in a finance Action Centre).
3. Click Write Off — shown as Write Off Remaining Balance on a part-paid invoice, or Write Off as Paid on an unpaid invoice.
4. Confirm in the dialog.

The invoice status updates and the outstanding balance is reduced to zero. If payments have already been made, only the unpaid portion is written off — already-paid amounts remain as paid. Write Off is available even when partial payments exist.

Voids

Void cancels an invoice that should never have existed. You can only void an invoice with no payments.

1. Open the invoice.
2. Open the dropdown beside the invoice's action button (Email on the contact Financial tab, or Pay Invoice in a finance Action Centre).
3. Click Write Off & Void (this option only appears on an unpaid invoice).
4. Confirm in the dialog.

The invoice status changes to Voided.

Write Off as Paid vs Write Off & Void

On an unpaid invoice the dropdown offers two options that look similar but behave differently. Choose based on the outcome you want for the person's subscription:

• Write Off as Paid — processes a bulk adjustment that writes the invoice off and marks it as paid, indicating the invoice and its subscription period have been paid. This pushes the subscription's Paid To Date forward.
• Write Off & Void — writes the invoice off and voids it. This does not push Paid To Date forward. If you use the SwiftFox Xero integration, this also voids the invoice in Xero.

Both options only appear when the invoice has no payments.

Void vs Write Off

• Void — cancels an invoice that should never have existed; only available when there are no payments.
• Write Off — keeps the invoice but marks the unpaid portion as uncollectable; available even when partial payments exist.

If an invoice has already been paid (in part or full), you cannot void it. Either write off the unpaid balance, or reallocate the payment to another invoice and then void the original.

What happens to invoices when a subscription is cancelled

• If no payments have been made on the invoice, it is voided.
• If partial payments have been made, the unpaid portion is written off and the invoice is marked Paid.
• Future periods that had not yet been generated are not generated.

Adjustments in invoice exports

Adjustments are reported in the Invoices Action Centre and in the CSV it exports, so a write-off or correction is visible without opening each invoice.

• Every invoice carries an Adjustment Total, shown as a column between Total and Tax. You do not need to add the column — it is there by default.
• Adjustment Total is tax inclusive, and it is a separate figure from Total rather than something to add to it. Check this before reconciling an export against other reporting.
• The Adjustment Total column is also written to the CSV, under that same heading and in that same position.
• If you include line items in the export, each adjustment is written as its own row. Its description reads Adjustment: followed by the adjustment type and the comment, separated by a hyphen — so a Writeoff adjustment commented "Balance correction" exports as Adjustment: Writeoff - Balance correction. The row also carries a quantity of 1, the adjustment amount as the unit price, and the tax amount. Where the adjustment has a tax rate and account — either set directly or inherited from a selected line item — those are written to the row as well.

Because the description is built from the adjustment type and the comment, a clear comment is what makes an export readable months later. That is the practical case for always filling in the comment at step 9 above.

Editing an adjustment

Adjustments are an audit record and are not meant to be edited after creation. If an adjustment was wrong, create a reversing adjustment with a clear comment explaining the correction rather than editing the original.