Billing exceptions

Billing Exceptions are located Unbilled Transactions in the processes section of the Dashboard screen.  It contains all billing exceptions that need to be approved.

In the drop-down box, select Exceptions.

The accounts listed are generated during the bulk transaction generation process.  Any exception generated in a transaction run will prevent the account from being invoiced until the exception is approved.

A user can approve exceptions at their discretion, and flag the accounts to proceed to billing.   Alternatively, they may fix incorrect data, and either regenerate transactions manually or leave the account to be included in the next transaction run.

Exception types

Although there is a range of exception types and your individual configuration will vary, some of the most common exceptions you will see are:

Accounts with Price Plans Missing

If an account appears with an Accounts with Price Plans Missing exception it is telling you that the price plan on the account does not cover the period being billed.  To resolve this exception:

1. Click on the account number hyperlink to go to the customer.
2. Click on the Services screen and go to the Account tab.
3. Change the Account Price plan start date to a date before the start of the period being billed.
4. If the price plan is incorrect, go to View and change customer offerings and pricing.
5. If the customer needs to be invoiced today, go to Instant Invoice and Reverse Invoices. Otherwise overnight the transactions will be re-generated and if the price plan now covers the billing period, the exception will not be reproduced.

Closed date set/account not billed to closed date/customers in status pending move-out

If an account appears with a closed date set, account not billed to closed date or customers in status Pending Move Out, this exception is telling you that the customer is moving out on a date in the future and which is beyond your billing period.  To resolve these exceptions:

1. Click on the account number hyperlink to go-to the customer.
2. Click on the Services screen and go to the Account tab and check the Account Closed Date. You can generate the invoice as normal and leave the customer to receive a final invoice for the remaining days.
   • Click on the Process Mgmt tab within the Utilmate ribbon at the very top of the screen.
   • Select the exception and click Approve.
3. If you would like to hold off invoicing and generate one final invoice, go to Instant Invoice and Reverse Invoices.

Final Bills

If an account appears with Final Bills, this exception is a warning that the invoice that will be generated is going to be the final invoice for the account.  To resolve this exception:

1. If you would like to accept the billing as correct select the exception and click Approve.
2. If you would like to investigate further before making a decision, click on the account number hyperlink to go-to the customer.
3. Click on the Services screen, go to the Account tab and Transaction Report.  From here you can check if the:
   • Account Closed date matches the invoice.
   • If the final read is an actual or estimate.
   • How the usage compares to previous periods.
4. If you would now like to accept the usage as correct:
   • Return to the billing exception screen.
   • Select the exception and click Approve.

Tip:  Often if an account has a final bill billing exception, it will also have an exception related to the number of days. It is best practice to investigate the account once and approve these together rather than investigate each exception type individually.

Consumption Variation from Previous Period/Usage Units > XXX/Usage units outside expected for network node

If an account appears with Consumption Variation from Previous Period, Usage Units > XXX, Usage units outside expected for network node these exceptions are a warning that there is higher than expected usage.  To resolve these exceptions:

1. If you would like to accept the billing as correct, select the exception and click Approve.
2. If you would like to investigate further before making a decision, click on the account number hyperlink to go to the customer.
3. Click on the Services screen and go to the Basic Reads or AM Reads tab.  Check if the reading is:
   • An Estimate or actual reading.
   • The type of account (residential/business).
   • The full history of reads.
   • If any meter changes have occurred.
4. If you would like to accept the usage as correct:
   • Return to the Billing Exception screen.
   • Select the exception and click Approve.

Tip:  Often if an account has a usage billing exception, it will also have an exception related to the number of days or $$ amount. It is best practice to investigate the account once and approve these together rather than investigate each exception type individually.

Revenue Net Amount < XXX/Revenue Net Amount > XXX

If an account appears with Revenue Net Amount < XXX or Revenue Net Amount > XXX these exceptions are a warning that the invoice that will be generated is either a lot higher or lower dollar value than expected.  To resolve these exceptions:

1. If you would like to accept the billing as correct, select the exception and click Approve.
2. If you would like to investigate further before making a decision, click on the account number hyperlink to go-to the customer.
3. Click on the Services screen, go to the Account tab and Transaction Report.  From here you can check if the account has:
   • Had a price change.
   • Has a metering change
   • How the usage compares to previous periods.
4. If you would now like to accept the usage as correct:
   
   • Return to the Billing Exception screen
   • Select the exception and click Approve.

Tip:  Often if an account has a $$ billing exception, it will also have an exception related to the number of days or usage amount. It is best practice to investigate the account once and approve these together rather than investigate each exception type individually.

If an account appears with Number of Billing Days < XXX or Number of Billing Days > XXX these exceptions are a warning that the invoice that will be generated is going to be for a short or long period.  This is most likely due to a move in/move out and the customer receiving their first or final invoice.  To resolve these exceptions:

1. f you would like to accept the billing as correct, select the exception and click Approve.
2. If you would like to investigate further before making a decision, click on the account number hyperlink to go to the customer.
3. Click on the Services screen, go to the Account tab and Transaction Report.  From here you can check if the account is:
   • Receiving its first invoice.
   • Receiving its final invoice
   • How the usage compares to previous periods.
4. If you would now like to accept the usage as correct:
   • Return to the Billing Exception screen.
   • Select the exception and click Approve.

Tip:  Often if an account has a number of days billing exception, it will also have an exception related to a final invoice. It is best practice to investigate the account once and approve these together rather than investigate each exception type individually.

Occupier Usage Units

If an account appears with Occupier Usage Units exceptions it is a warning that there is an occupier with usage.  To resolve this exception: 

1. If you would like to accept the billing as correct, select the exception and click Approve.
2. If you would like to investigate further before making a decision, click on the account number hyperlink to go to the customer.
3. Click on the Services screen, go to the Site tab. From here you can copy (right-click) the site identifier, go to the Search screen and paste the site identifier into the Site Identifier field. This will allow you to check:
   • If another customer has moved into the property.
   • If you would now like to remove the Occupier from future billing change the billing cycle to.
4. If this exception is approved, it will result in an occupier invoice being generated. This will need to be posted to the occupier.

Unbilled Accounts

Account has not been billed exception will display all accounts in a building that have not been included in a billing run.  If you would like this exception enabled, please log a support ticket.