The customer wants their company on a bill they have already paid — transcript

Play this as a presentation — one slide per step, with the same narration. Every word of every step is on this page.

This lesson is for you when a customer comes back — that afternoon, or next month — with a receipt they paid as a walk-in, and says their company needs an e-invoice for it. It is the commonest request the counter gets after the sale, and the support corpus is full of shops asking whether it can still be done. In about eleven minutes you will know that the answer depends on one thing, where the receipt has got to, and that the cheap routes all close on the same day.

Step 1 — Understand why the account cannot change but the buyer can

After this step you will know what the customer is actually asking for. The bill was rung up to your cash customer and finalised, and finalising is not cosmetic: it posted the sale, the money, the stock and the points. The account on a posted bill does not change, and it should not, because the money genuinely came in as cash. But the e-invoice buyer is a separate block on the document, deliberately kept apart from the account for exactly this case: a person who pays for something themselves and needs the tax document in their employer’s name. So the customer is not asking you to change who bought it. They are asking you to change who the tax record names, and that is a much smaller thing, provided you are in time.

Reference: Core Concepts — 1. FINAL is the only moment that matters

Step 2 — Find where the receipt is now

After this step you will know whether you are on the cheap road or the expensive one. The cheap road is open while the receipt is still waiting in the Batch Pool for next month’s consolidation, and it closes when that run happens. The bill itself cannot tell you which side of the run you are on: its Progress sub-tab keeps the Batch Pool stage lit after the sweep, because the pool row is kept and marked processed, and its Cancellation sub-tab shows a status only for a receipt that was reported on its own. So ask finance to look at the row in the Batch Pool of the admin applet. Unprocessed means still waiting, and the cheap road is open. Processed and success means the receipt is already one line inside a consolidated e-invoice, linked to it, and you are on the expensive road for the rest of this lesson.

Reference: My E-Invoice Admin Applet — 3. Pools — what the buttons do

Step 3 — Complete it in the Batch Pool and let it go out on its own

After this step you will know the best answer there is. While the receipt is still in the Batch Pool, finance opens it there, fills in the customer’s company name, tax number, registration number, address and contact, and uses Save and Resubmit. The receipt leaves the batch and goes to LHDN as an individual e-invoice in the company’s name. It does not matter that the bill’s submission type still says consolidated: a document whose details pass the mandatory check is sent individually regardless. Nothing else moves. No return, no new invoice, no stock, no contra. Your accounting still says cash customer, which is right. A retailer in the support corpus whose colleague had missed the request the previous month was able to do exactly this, because the receipt had not yet been swept.

Reference: E-Invoice Pools & Submission Routing — Frequently asked questions

Step 4 — Or let the customer do it themselves

After this step you will know the answer that costs you nothing at all. If your company has given buyers a way in, the customer can find their own receipt, by the bill number with its date and amount, or by the PIN printed on the receipt, and key their company’s details themselves. Those details land on the customer record and on the pooled receipt, which is then ready for finance to Save and Resubmit. Two limits. On the web store widget, unless your company has set an extension period, the customer can only pick a date in the current calendar month, so a receipt from last month has to come through you. And the customer’s request completes nothing on its own: until finance resubmits, the receipt sits where it was, and a customer who reports that nothing has happened is usually right.

Reference: MY E-Invoice Portal Applet — Overview

Step 5 — After the consolidation has run

After this step you will be able to tell a customer why last month’s receipt is harder. Once the consolidated e-invoice for the month has been validated, the receipt is one line inside a filed tax document and cannot be pulled out on its own. Inside seventy-two hours of that validation, finance can have the consolidated e-invoice cancelled, using the one processing logic that works on it, and the receipts inside are re-consolidated afterwards as a named list. That is a support job, not a self-service one, and the window is short. Past seventy-two hours nothing can cancel it, and the customer’s own e-invoice can only come from new documents: a credit note against the consolidated e-invoice for their receipt, and a fresh sale in their name. In practice that is the next step.

Reference: Cancelling and Correcting a Validated E-Invoice — Step 5: If it is a consolidated e-invoice, act immediately

Step 6 — Reverse and re-bill when the account itself must change

After this step you will know the full-price route and what it moves. When the customer must become a real account, with terms and statements, or when the receipt is already inside a validated document, the sale is reversed and re-issued: a sales return against the bill, a new sales invoice under the proper customer account, and a contra between the two. This is the only route that changes who bought it, and it is the one that touches everything. The return brings the goods back into stock and reverses the sale and the receivable; the new invoice sends them out again, so the pair must net to nothing or the shop is wrong by one laptop. And the original’s e-invoice, if one was validated, does not vanish: it is cancelled inside seventy-two hours or corrected with a credit note after. The new invoice becomes a new e-invoice of its own.

Reference: Core Concepts — 4. How a wrong bill is reversed

Step 7 — Tell the customer what they will see, and when

After this step you will not promise something that will not arrive. Whichever route you took, the customer receives a validated e-invoice by e-mail only if your company’s Send Email To Buyer switch is on; with it off, nothing is sent and they have to be given the document another way. Once the sale has been submitted, the bill’s own Submission sub-tab shows the validation link and the QR code, and Export prints the e-invoice, so you can hand them a copy from the counter. On the MyInvois portal the e-invoice appears under the date it was sent, not the date of the original sale, because BigLedger always sends today’s issue time. So a receipt from August completed in September is a September e-invoice at LHDN, and a customer asking how soon it will show is waiting on the queue, usually hours.

Reference: My E-Invoice Admin Applet — 4. Submission, validation and e-mail (cron)

How the steps fit together

    flowchart TD
  s1["Step 1 — Understand why the account cannot change but the buyer can"]
  s2["Step 2 — Find where the receipt is now"]
  s3["Step 3 — Complete it in the Batch Pool and let it go out on its own"]
  s4["Step 4 — Or let the customer do it themselves"]
  s5["Step 5 — After the consolidation has run"]
  s6["Step 6 — Reverse and re-bill when the account itself must change"]
  s7["Step 7 — Tell the customer what they will see, and when"]
  s1 --> s2
  s2 --> s3
  s3 --> s4
  s4 --> s5
  s5 --> s6
  s6 --> s7
  

Check yourself

Three to five questions on what you just heard. Every correct answer links to the page that makes it correct, so you can check the source, not just the mark.

Next: Your after-Final tools, and which of them the e-invoice notices · Back to the series · Play this as a presentation