Deleting and correcting invoices

Open Financials in the left sidebar → Invoices → the Tenants tab, and compare the Amount and Amount Remaining columns. Matching figures mean nothing has been paid, so the invoice deletes cleanly and the charge disappears.

On the Suppliers tab, read the status. Pending means nothing has been posted. Allocated means the property's money is set aside and the fee and GST have been posted to your agency's accounts, but nothing has been paid out, so it still deletes and the money comes back.

A supplier invoice marked Paid has left the trust account. For a tenant's payment, open Financials → Payments and look for a payment run since the tenant paid. Money that has left the trust account cannot be pulled back, so correct it with a journal entry instead.

Open Financials in the left sidebar → Invoices → the Tenants tab, the Suppliers tab or the Charges tab, then click the invoice's row to open it.

Editing only works while no money has moved. On the Tenants tab, matching Amount and Amount Remaining figures mean nothing has been paid. On the Suppliers tab, a status of Pending or Allocated means the supplier has not been paid.

While nothing has been paid you can change the Amount due, Category, Due date, Pay to, the line items under Enable Breakdown, and the notes. Fixing an invoice in place keeps its number and the tenant's payment link working.

After any payment the Tenancy, Fee account, Category and Pay to fields lock, because changing them would move money already receipted. On a supplier invoice marked Paid, only the notes can still be changed.

Click Save in the bottom bar. If the invoice was emailed to the tenant and you changed the Amount due or the general notes, Keyhook regenerates the PDF and sends them an updated invoice.

Open Financials in the left sidebar → Invoices → the Tenants tab. The tab opens on the Unpaid Only template, so a paid invoice will not be listed. Click Templates and choose All Invoices to see paid invoices as well.

Scroll the table to the right and click the red rubbish bin Delete button at the end of that invoice's row. The Delete tenant invoice window opens.

Click Yes, delete invoice, or No, keep invoice to back out. There is no undo. If you change your mind afterwards you have to raise a new invoice.

If the tenant had paid something, that money becomes credit on the tenancy rather than a refund to their bank account. To see it, open the property → Tenancy Overview. Anything paid using water credit goes back to their water credit instead.

No deletion notice is sent. If the invoice was emailed, the tenant still has that email and its payment link will no longer work, so tell them the charge was raised in error and has been removed.

Open Financials in the left sidebar → Invoices → the Suppliers tab, then scroll the table to the right and click the red rubbish bin Delete button at the end of its row.

The delete window shows the total returning to the property's available balance, and the fee and GST coming back out of your agency accounts, with each account marked Covered or Short. A Short account is what will stop the delete. If the window says it could not check what deleting will do, that is not a refusal: the same rules are applied when the delete runs, you just cannot see what moves first.

Under Linked tenant invoice, check whether you billed the tenant a share of this bill. That is a separate invoice and it is deleted at the same time, with anything the tenant paid going back to them as credit. If it cannot be deleted, neither can this one.

Click the confirm button. On an allocated invoice it is labelled with the amount going back to the property, for example Delete and return $450.00.

On a tenant invoice that single message is shown whatever the real reason, including reasons that have nothing to do with the invoice being paid. A supplier invoice is clearer: its delete window names the reason and shows the figures.

A tenant's payment sits in the property's available balance until it is disbursed. The Suppliers tab has a Property Balance column, and clicking a balance opens a breakdown showing Available Funds, which is the figure a refund draws on. You can also check Financials → Payments for a payment run since the tenant paid.

Deleting an allocated invoice takes the fee and GST back out of your agency's accounts. If those fees have already been drawn across to the agency's bank account, the money is not there to give back. The delete window names the account and marks it Short.

Open Financials in the left sidebar → Journalling → click Create Journal Entry. You need Finance person or Principal access. Without it the button is not there, so ask someone with finance access to post it.

Under Source, set the Ledger type to Property, Tenancy or Agency, then pick the Source ledger. Keyhook shows its Available balance underneath.

Under Destination, type the Amount, then set the Ledger type and Destination ledger. The amount cannot exceed the source ledger's available balance.

Fill in Comments, which is required. Use it to explain the correction so it makes sense to whoever reads the ledger later. Internal notes is optional and stays private to you.

Click Review, check the summary of what is moving from where to where, and confirm to post it. Journal entries cannot be edited or deleted once posted, so the review screen is your last chance to catch a mistake.

Open Financials in the left sidebar → Bill Pay → the Pending tab, open the invoice, change the Property, then click Approve. Nothing has been posted yet, so there is nothing to unwind.

On the Suppliers or Tenants tab, scroll the table to the right and click the red rubbish bin Delete button at the end of the invoice's row, then confirm. Click Create on the same screen and raise it against the correct property or tenancy. Deleting returns everything set aside to the wrong property's balance.

The tenancy on the invoice can no longer be changed and the invoice cannot be deleted. This happens most often at a property that has had a change of tenants, where the invoice lands on the outgoing tenancy.

Open Financials → Invoices → Create and raise the invoice against the right property or tenancy. Leave Email tenant? ticked so the correct tenants get it.

Open Financials → Journalling → Create Journal Entry and move the money from the wrong ledger to the right one, using Comments to explain the correction. If the wrong property's balance has already gone out to its owner, contact support before you journal anything.

Open Financials → Owner Statements and check whether the wrong property's statement has gone out for the period. If it has, tell that owner what happened rather than waiting for them to ask, and note that the correction appears on the following statement.

Open Financials → Invoices → the Suppliers tab and find the supplier invoice for the water bill. Click the download icon next to it to save the PDF.

On the same row, scroll the table to the right and click the red rubbish bin Delete button, then confirm. Check Linked tenant invoice in the window, because the tenant's usage invoice is deleted at the same time.

Open Water → Invoices and click Upload Invoices. Choose the PDF you downloaded.

Open the new invoice on the Pending tab, choose the Supplier, and under Matching & Payment assign each meter to the correct property. Click Save & Approve. Keyhook may warn that an approved invoice already has the same number. That is the original, so carry on.