1. Why Can't I Find the Credit Notes Page?
Credit Notes are available under Finance → Credit Notes.
If you cannot see the page:
Confirm you are logged into the correct Movermate account.
Check that you are looking under the Finance section.
Ask your account administrator to review your assigned permissions.
Access to Credit Notes may depend on your user role.
2. Can I Create a Credit Note Without a Job?
Yes.
Go to Finance → Credit Notes.
Click + Create Credit Note.
Select the customer.
Click + Create Credit Note without Job.
Enter the Credit Note details.
Create the Credit Note.
A customer is required, but a Job is optional when creating a Credit Note from Finance.
3. Why Can't I Find the Correct Credit Note Category?
Credit Note categories are managed under Settings → Finance → Credit Notes.
If the required category is missing:
Open Credit Note settings.
Review the existing reasons.
Click + Add Credit Note.
Enter the new reason.
Click Save.
If you cannot access these settings, contact your account administrator.
4. Why Hasn't My Credit Note Reduced the Invoice Balance?
Creating a Credit Note and applying it are separate actions.
If the invoice balance has not changed:
Go to Finance → Credit Notes.
Find the Credit Note.
Check its Status and Applied amount.
If the Credit Note is Open, use Apply to Invoice.
Select the required outstanding invoice and complete the application.
Only applied credit reduces an invoice balance.
5. What Does Partially Applied Mean?
Partially Applied means some of the Credit Note has been used, but credit remains available.
For example:
Credit Note Amount: $500
Applied Amount: $200
Remaining Credit: $300
The remaining credit can be applied to another eligible invoice.
6. Why Does My Invoice Show Paid When No Payment Was Recorded?
When a Credit Note covers the full outstanding invoice amount, the remaining balance becomes $0. Depending on how the system handles fully credited invoices, the invoice may display a Paid status even though no payment was received.
For example:
Invoice Total: $200
Applied Credit Note: $200
Payment Received: $0
Outstanding Balance: $0
The invoice has no remaining amount due, but this does not mean a payment transaction was recorded.
To review actual payments, go to Finance → Payments.
7. Is a Credit Note the Same as a Refund Payment?
No.
A Credit Note is a financial adjustment that reduces the amount owed.
A refund payment involves money being returned to the customer.
Creating a Credit Note does not automatically transfer money or create a cash, card or bank transaction.
8. Can I Apply One Credit Note to Multiple Invoices?
A Credit Note may have remaining credit available after a partial application. Whether that remaining amount can be applied across multiple invoices should be confirmed in the current CRM workflow.
For example, a $500 Credit Note can be used as follows:
$200 applied to the first invoice.
$150 applied to the second invoice.
$150 remaining.
The Credit Note will remain Partially Applied until its entire amount has been used.
9. Can I Apply Multiple Credit Notes to One Invoice?
Yes.
Multiple Credit Notes can reduce the outstanding balance of an eligible invoice.
For example:
Invoice Total: $1,000
First Credit Note: $100
Second Credit Note: $150
Remaining Balance: $750
Each Credit Note remains a separate record.
10. Why Can't I Delete a Credit Note?
Deletion may be restricted when a Credit Note has already been applied to an invoice or is associated with recorded payments.
If you receive an error:
Review the Credit Note's Applied amount.
Check the associated invoice.
Review any recorded payments.
Contact Movermate Support if the credit cannot be safely removed.
Avoid creating duplicate Credit Notes to work around the restriction.
11. Why Is My Invoice Balance Incorrect After Editing a Credit Note?
Invoice balances depend on the invoice amount, applied credit and recorded payments.
If the balance appears incorrect:
Open the relevant invoice.
Review the invoice total.
Check the applied Credit Notes.
Check recorded payments under Finance → Payments.
Compare the amounts using the calculation below.
Outstanding Balance = Invoice Total − Applied Credit Notes − Payments Received
If the displayed balance does not match, contact Movermate Support with the Job ID, Invoice Number and Credit Note Number.
12. Why Is My Invoice Showing Partially Paid After Applying Credit?
A Credit Note is not a payment.
If no actual payment has been recorded, applying a Credit Note should not by itself be treated as a received payment.
If an invoice shows Partially Paid after applying a Credit Note without recording a payment, review the invoice's payment history. If the status does not match the recorded financial activity, contact Movermate Support for assistance.
13. Where Can I View Credit Notes for a Job?
Open the required Job.
Go to Finances.
Find the Credit Notes section.
You can review the Credit Note amount, reference number, remaining balance, creation date and description.
14. Can Crew Members Create or Edit Credit Notes?
Credit Notes are managed through the Movermate CRM.
Credit Notes are created and managed in the Movermate CRM. The Crew App does not provide the same Credit Note management options as the CRM.
15. What Information Should I Provide When Reporting a Credit Note Issue?
To help the Movermate Support Team investigate, please provide:
Job ID, if applicable
Invoice Number
Credit Note Number
Expected credit amount
Actual amount or balance displayed
A screenshot of any error message
This information helps the team identify the affected financial records.
Important Reminders
Credit Notes are separate from payments.
Creating a Credit Note does not automatically apply it to an invoice.
Only applied credit reduces the outstanding invoice balance.
A Credit Note can be Open, Partially Applied or Fully Applied.
Deletion may be restricted for applied Credit Notes.
Always check invoice balances after editing or applying credits.
Contact Support if the balance or invoice status does not match the recorded financial activity.
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For further questions, contact the Movermate Product Experts at [email protected].