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From an accounting standpoint, voiding an invoice serves the same functional purpose as canceling or deleting it, but it is legally accepted and properly documented. Voiding preserves a paper trail, enabling you to locate the invoice by its number. Voided invoices are considered as having zero value for reporting and are not payable. This status is final: once voided, an invoice cannot change status again. Once you void an invoice, it remains accessible through the UI views and shows a status voided indicating it has been voided.
  1. Go to the “Invoices” list;
  2. Click the ellipsis icon on the right, on the line corresponding to the invoice;
  3. Select “Void invoice”; and
  4. Confirm to void the invoice.

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Restrictions on voiding invoices

Only an invoice in finalized status can be voided. You cannot void an invoice when:
  • The invoice is in draft status, because it hasn’t been finalized yet; or
  • The invoice has already been voided.
To remove an invoice that is still in draft status, delete it instead. Void keeps a record because the invoice was real. Delete removes the record because the invoice was a mistake.

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Refund options when voiding an invoice

Generating a credit note while voiding an invoice requires a premium license. Voiding without a credit note does not.
When you void an invoice, you can choose how to handle the associated refund, depending on your preference and the invoice’s payment status:

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1. Void without credit note (default)

  • The invoice is marked as voided;
  • Only prepaid credits used to pay the invoice will be refunded to the customer’s balance (as they have been prepaid); and
  • No credit note is issued for this voided invoice.

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2. Void and generate a credit note

  • The invoice is marked as voided;
  • A credit note is created for the voided invoice;
  • If the invoice was already paid, you can optionally refund the original payment method using the credit note; and
  • Alternatively, the credit note can be retained on the customer’s credit note account and used toward future invoices.
Refund options shown when voiding an invoice

Refund options when voiding an invoice

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Regenerate a voided invoice

When accessing a voided invoice, you can choose to regenerate it directly from the UI. This is a UI-only feature designed to simplify invoice recreation. The original line items and fees from the voided invoice are pre-filled so you can generate a new invoice quickly. You can modify the pre-filled values as needed:
  1. Change the number of units;
  2. Change the amount; and
  3. Add new fee line items.
The regenerated invoice is linked to the original voided invoice for traceability and accounting purposes. You cannot change the service period of the regenerated invoice. Note the following:
  • Voided prepaid credit invoices can only be regenerated by initiating a new wallet transaction. This is why you are redirected to the wallet transaction flow;
  • Voided one-off invoices must be recreated by generating a new one-off invoice. Accordingly, you are redirected to the one-off invoice creation flow; and
  • Voided subscription and usage invoices are regenerated through a dedicated invoice regeneration view, where you can add or edit the fees from the original invoice.
Prepaid credits, coupons, or credit note balances available at the customer level may be applied to the regenerated invoice, so ensure the final amount matches the expected total after taxes and discounts.
Regeneration view of a voided invoice, with the original fees pre-filled

Regenerate a voided invoice