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Held Invoices

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Identify and resolve before issuing. Billing period must match charges period on preview.

Credits (CSGs, write-offs, etc.) must go on credit notes, not invoices. Same process, preview then approve and send.

Held Reasons, click to expand

Contains a charge with zero consumption +
  • Usually multi-meter MPANs with usage on only 1 or 2 meters
  • Dual fuel accounts with one supply having no usage / 0 standing charge tariff
Contains non-energy charge +
  • Returned advance payments on invoices must be issued as credit notes. Delete invoice, make credit note. If 1p rounding error remains, add 1p charge under default reason and include on the credit note.
  • CSGs / balance transfers ideally go on their own invoice or credit note depending on balance effect.
  • Advance payment invoices not yet issued: issue as invoice and delete any duplicate payment request if already paid/scheduled by DD. Separate out any charges so advance payment is issued first.
  • Deposits on invoice: try deleting the invoice to see if deposit disappears. If not, raise a query in #biz-ops-help-hub.
  • Electroverse charges can be issued alongside usage charges. If standalone, issue as normal invoice.
Individual negative charge / negative charge too much +
  • Usually over-estimations being corrected by new DC readings
  • Check for digit errors and erroneous readings, photo may be required (<b.photo>)
Individual zero charge / zero total +
  • No standing charge tariffs, 99% will be 0 usage and 0 standing charge. Can be issued quickly.
Manually held +
  • Open complaints, check with complaint holder
  • Held pending billing error check, dispute, or DMEX info
  • There should be a reminder on the account from the person working it, check before touching
Meter exchange in period, De Minimis VAT risk +
  • Check rebill readings, do we have opening and initial readings? Right number of digits?
  • If final reading is 0, estimate. Missing a digit, add a 0 to the end. No readings, get job card, estimate if nothing provided.
  • Has old meter been deactivated for the correct date?
  • Check for billing gaps, don't leave partially unbilled.
  • Verify VAT is correct based on days and usage.
Mixture of customer and estimated readings +
  • Billed to customer readings on 1st to 5th of month, usually fine to issue
  • Previously billed to DC reading then estimate this month, check flows. If D10 arrived recently, may need reprocessing, leave for those with the powers
  • Smart readings, issue normally
  • Gas estimate with elec billed to actual, check the gas estimate isn't too wild
  • Opening reading to estimate (no other readings), best we have, can be issued
Total credit too much +
  • Returned advance payments must be credit notes not invoices (see above)
  • Credit notes with reversals, likely incomplete rebill, needs working
  • Opening reading higher than following customer readings, request meter photo (<b.photo>), dispute once received. If second backup already exists, raise dispute and delete held invoice.
  • Digit issues, customer may have misread meter. Use <b.photo>
  • Write-offs must be on credit notes. Balance must be at £0 before issuing. If still in debt or credit, leave a note and move on.
Contains no charges +
  • Often credits (referral rewards, deposit returns) added to an invoice with no charges
  • Delete the invoice, re-add credits to a credit note and issue
Contains old charges (over 60 days) +
  • Could be incomplete rebill or charges stuck for some reason
  • If usage spans over 2 billing periods (60+ days), email customer and delay payment using the relevant templates
Negative total and from estimate +
  • Reading submission error or dispute required
  • 'Reversed' estimate causing incorrect credit
  • Transposed readings, unbill, swap them, rebill
  • Referral credit pushing total into negative can be issued if usage itself isn't negative
Previous invoice not issued +
  • Likely multiple held invoices / credit notes with ongoing or old unbilled work. Work through oldest first.
S1 meter, transposed readings after DCC enrolment +
  • See the dedicated Knowledge Owl page for the resolution process for this specific issue.
Unexpectedly higher than previous +
  • Usually needs re-estimating or disputing
  • Request photo via <b.photo>, check if already asked recently, don't ask repeatedly
  • May be a digit issue, check previous readings
Unexpectedly lower than previous, with estimates +
  • Usually needs re-estimating or disputing
  • Request photo via <b.photo> if needed, check you haven't already asked recently
Skipped invoice numbers +
  • Check the last issued invoice number on the right. If it's not the number before the current one on the left, delete invoices until you get back to the correct sequence.
Internal use only. Do not name Kraken or internal tools to customers. Updated 16 Sep 2026