Articles on: MyOperator

Whom should I contact for incorrect/wrong invoices?

Tip

⚡ Quick answer: Email support@myoperator.com (or message your Account Manager) with three items in the body:


  1. Invoice number + date
  2. One-line description of what’s wrong and what it should be
  3. Any proof (plan-change email, PO, prior invoice). Billing will review and send a revised invoice or credit note.



Prerequisites (what to gather first)


Have these ready to speed things up:


  • Invoice number and invoice date (PDF or screenshot).
  • Company legal name, billing address, tax ID (e.g., GSTIN), and PO/reference (if used).
  • What’s incorrect (one line) + what it should be (one line).
  • Any supporting proof (plan change email, PO, contract, prior invoice, credit memo).



Step 1: Identify what’s wrong


Choose the best match (you can pick multiple):


  • Amount looks too high/low (possible proration, credits, or duplicate lines).
  • Wrong tax (GST/VAT rate, place of supply, missing/incorrect GSTIN).
  • Wrong billing period (e.g., charged for the wrong month).
  • Wrong company/billing details (name, address, GSTIN).
  • Duplicate charge or wrong currency.
  • Need a credit note (to reverse/adjust a posted invoice).



Step 2: Do quick self-checks (often fixes confusion)


  • Plan change mid-cycle? Amount can reflect proration (old plan till change date + new plan after).
  • Credits/adjustments? Wallet credits or promo codes may offset lines—check the adjustments section.
  • Tax details? Verify GSTIN/VAT and place of supply in your Billing Profile.
  • Billing period text vs dates? Ensure the service dates match your expectation (invoice date ≠ service window).
  • Duplicate lines? Confirm if one line is recurring and another is usage/add-on.
  • Exports vs PDF mismatch? Spreadsheets can re-format dates/totals—compare with the PDF.



Step 3: Submit a correction request (template)


You can contact your Account Manager or email support@myoperator.com.



What to expect after submission


  • The billing team reviews your request and may issue a revised invoice or a credit note + re-invoice, depending on accounting rules.
  • You’ll receive the updated document via email, and it will appear in your billing portal once processed.



Troubleshooting & edge cases


  • GST/VAT missing or mismatched: Provide the correct GSTIN/VAT and registered address; corrections typically require that info in writing.
  • Currency wrong: Tell us which currency your contract/PO states.
  • Duplicate charge: List both line items and why one is a duplicate (e.g., add-on removed before cycle).
  • Change took effect next cycle: If you requested a change late in the cycle, charges may apply from the next billing period.
  • Name/legal entity change: Share the new legal name and proof (e.g., GST certificate); accounting may need to re-issue rather than “edit.”
  • Credit vs refund: Invoices are usually corrected via a credit note; refunds depend on the commercial agreement and payment method.

Updated on: 30/11/2025