Cancel electronic invoices for services

You may need to cancel an electronic invoice for many reasons (for example, if the invoice contains incorrect information about services, values, or even the customer's data). As with the process to issue an invoice, you don't actually cancel the invoice yourself. You request your City Hall to do it. 

To proceed with this request, follow these steps.

  1. Open the sale for which you want to cancel the invoice.
  2. To request cancellation of the invoice, do one of the following.
    • If the Invoice checkbox is enabled, your request to issue the invoice has not been sent to the City Hall yet. To cancel the invoice issuance request, clear the the Invoice checkbox and click Save.
    • If the Invoice checkbox is not enabled, your request to issue the invoice has already been sent to the City Hall. To cancel the invoice, click the Cancel Invoice link at the bottom left of the screen. At the prompt, confirm the cancellation.

Notes

  • If you cancel an invoice by only unmarking the Invoice checkbox, the sale will be still valid, showing the outstanding and paid amounts in all dashboards and reports in the application. If you don’t want the outstanding and paid amounts to show in OnBalance, you will need to also delete the sale.
  • OnBalance will not accept an invoice cancellation request through the Cancel Invoice link if the sale has payments or issued vouchers associated with it. In this case, you need to first delete all payments and cancel all vouchers to proceed with the invoice cancellation.

After you request an invoice cancellation, OnBalance will determine if your City Hall provides an automatic process to cancel invoices for services. If it does not, OnBalance will set the status of the invoice to cancelled and will remind you to ensure the invoice cancellation at your City Hall by other means. For more information about this scenario, see the article Cancel invoices in city halls without automatic cancellation.

If your City Hall does provide a process to cancel invoices, OnBalance will send a cancellation request to the City Hall and will wait for a response. Just as with the issuance process, the cancellation process can take minutes or even hours to be completed, depending on the city.

If your City Hall does provide a process to cancel invoices, OnBalance will send a cancellation request to the City Hall and will wait for a response. Just as with the issuance process, the cancellation process can take minutes or even hours to be completed, depending on the city. You don’t need to wait for a response and can access other areas of OnBalance. You can even close OnBalance if necessary.

Note: The process to get a return from your City Hall will be running even if you close OnBalance or shut down your hardware.

There are two possible responses related to a service invoice cancellation request:

  • Success: The process finished successfully and the invoice is officially cancelled. In this situation, the invoice status will be set to Cancelled.
  • Error: Your City Hall didn’t accept the request to cancel the invoice. In this situation, the invoice status will be set to Error to Cancel. To know how to proceed in this situation, see Identify and resolve invoice problems.

If OnBalance does not get a successful response from the City Hall, a notification will be generated for you to view the next time you access OnBalance or visit the OnBalance home page.

Notes

  • As soon as you request the invoice cancellation, the value of the sale is no longer considered in the outstanding total amount, even if the City Hall has not yet accepted the cancellation.
  • The invoice cancellation will be exported for your accountant only after receiving the City Hall confirmation.
  • OnBalance will not re-use the RPS number used in a canceled invoice.
  • To view canceled sales in the Sales list, mark the View canceled sales checkbox.