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Troubleshooting Invoice Closure Issues

This article explains how to troubleshoot and resolve invoice closure issues related to credits, memberships, packages, and register settings in Zenoti.

Overview

Understanding how credits, memberships, and register configurations interact ensures smoother billing workflows, fewer manual adjustments, and improved front desk efficiency.

Prerequisites

Before troubleshooting invoice closure issues, ensure:

  • You have appropriate permissions to modify invoices and configuration settings.

  • The guest profile is accessible.

  • The invoice is still open or editable.

  • Organizational-level configuration access is available (if adjusting register settings).

Credit Application Issues

Problem: Invoice cannot be closed using credits

Resolution Steps:

  1. Confirm credits exist, are valid, and allocated to the correct services

  2. Check the guest's wallet tab to verify credits haven't been redeemed already

  3. Reallocate or adjust credit balance as needed to match invoice requirements

Membership Credit Configuration

Problem: System prevents invoice closure due to membership credit handling

What to Check:

  • Verify whether the membership uses service credits or service discounts

  • Confirm all invoice services are eligible under the membership configuration

  • Note that membership credits may apply to products or prepaid cards for future purchases like day packages

Deleted Package Services

Problem: Service deleted and re-added from a package isn't recognized by the system

Resolution Options:

Option 1:

  1. Manually apply a discount for remaining package credits

  2. Close the invoice

  3. Mark the package as expired in the guest's profile

Option 2:

  • Refund unused balance to a prepaid card for future invoice application

Insufficient Credit Balance

Problem: Invoice has a remaining balance after applying credits

Resolution:

  • Apply payment using available credit balance

  • If unsuccessful, review other account settings for configuration issues

Post-Register Closure Payments

Problem: Payments were made before register closure and voiding is disabled

Resolution:

  1. Navigate to Configuration at the organizational level

  2. Enable "Allow voiding of invoices and payments after register closure"

  3. Delete the problematic payment and adjust the invoice

  4. Disable the setting afterward if preferred to avoid unintended changes

Best Practices

  • Regularly audit membership configurations to ensure they match intended functionality

  • Verify credit allocation and redemption status before invoice processing

  • Maintain familiarity with Zenoti settings for service packages and register configurations to quickly identify system limitations

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