Let customers query invoices from the portal

When a customer thinks an invoice is wrong, the usual result is silence until it is badly overdue. A query button gives them a way to say so, stops chasing straight away, and tells the owner.

Turning it on

Under Settings, Portal:

• Allow customers to query invoices adds a Query this invoice button to unpaid invoices in the portal.
• Require verification for queries makes the customer verify their email address by a link first.

What the customer sees

They choose what the problem is (pricing, quantity, quality, not received, duplicate or other) and can add a description. A description is required for Other. After submitting, the invoice page says the query was raised and that you will be in touch. They cannot see the owner, next action or due date, and they cannot close the query themselves.

What happens on your side

• The query shows on the invoice page and in the timeline, marked as raised by the customer.
• Every policy with Skip while a query is open on (the default) stops for that invoice. Statements still list it.
• The user assigned to the invoice is notified. If nobody is assigned, the contact’s assignee is notified, and failing that everyone with the Invoice Queries notification on under My Account.

The AI agent opens queries the same way when a customer replies to an email or text to say an invoice is wrong.