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A duplicate invoice was generated for the same member — how do I fix it?

Resolving duplicate billing entries

How Duplicate Invoices Occur
Duplicate invoices typically occur after:

  • Accidental/ simultaneous duplicate packages
  • Billing settings being changed mid-period (the old and new settings each generate an invoice).
  • A system error during invoice generation.

Resolution
1. Identify the duplicate invoice in the member's billing history: Accounts >> Invoices >> [Member]

  1. Select Actions (three dots) >> Void
  2. If investigation is needed as to why the duplicate invoice exists, reach out to Octiv Support to investigate the root cause. Please include as much information as possible.

Preventing Duplicate Invoices
Change billing settings at the start of a new billing cycle rather than mid-period. This prevents the old and new settings from both triggering invoice generation for the same period.

Make sure to only add applicable packages to a members profile MEMBERSHIPS & PACKAGES