After an invoice has been issued it may sometimes be necessary to make a correction to it which will usually take the form of a credit memo (commonly referred to as credit notes). The credit memo can be raised against a specific invoice or linked to your customer’s account and will always show a negative balance against it.

Corrections before invoice sent to customer

If a transaction has been created in error, it cannot be deleted from CUFS as it would corrupt the audit trail. Where an error is identified before the transaction is completed, it is possible to void the transaction.

Where a correction is needed to a transaction after it has been completed, a credit note must be raised, for example, you have invoiced the wrong customer, entered a figure incorrectly or used the wrong VAT treatment.

Since the invoice has not been sent to the customer, there is no need to send the credit memo.

Customer request for corrections

A customer may query an invoice for reasons which may include incorrect price, quantity, VAT rate, or a dispute over the quality of the goods or services supplied.

It is the responsibility of the Institution to ensure checks have been made to substantiate customer claims before issuing a credit memo. A record of the decision to raise the credit should be retained for audit purposes.

Complete, print and send the credit memo to customer.

Where a credit memo is issued after the related invoice has already been paid, you should establish with the customer whether they wish to retain the credit note on their account for future use or if they wish to have its value refunded to them.
 

Latest version 8 May 2025