⚠️Important: This article is intended for customers in the EMEA region and may not apply to users in other geographies.
A credit balance on your account refers to any amount that is owed back to you, and is reflected as a minus balance on your account ledger. The most common reasons for a credit balance to appear on your account are:
Overpayments or duplicate payments - where a payment has been made in excess of the amount due, either by mistake, or where one or more invoices has been settled more than once, resulting in an excess amount remaining on the account.
Credit notes - raised to correct billing errors, such as incorrect charges, duplicate invoices, or overcharges resulting from incorrect uplifts, user counts, or contract discrepancies.
How can credit balances on an account be handled?
Credit balances on an account can be managed in two ways, depending on your preference and needs. Below are the available options:
1. Applying credit balances to existing or future invoices
The credit balance can be used to offset any existing outstanding invoices that have not yet reached their maturity date for collection. If no such invoices are present, the credit balance can remain on the account and be applied against future invoices as they are issued.
2. Refunds
Refunds are primarily handled by the credit control team - each customer has their own designated credit controller - or by the customer experience team, through a financial case created by the customer. The relevant team member will review the request and contact the customer to confirm their bank details, after which the refund process can be initiated.
📌Note: Any refund is subject to management approval and can only be processed where the account holds an overall credit balance, with no overdue invoices existing on the account.
By understanding these options, you can determine the most appropriate way for the credit balance on your account to be handled, based on your specific circumstances.