How to find and manage your invoices

The All Invoices screen lists every invoice your agency has raised or received, along with any credit notes issued against them. This guide walks through reading the list, finding an invoice, checking its details and getting copies out of the platform.

For an overview of how invoices are created and paid, see Getting started with Finance Management.

Before you begin

You will need a user access level that allows you to view finance records.
Invoices raised before your account moved to the current dashboard are held separately. Select Visit Legacy Dashboard at the top of the screen to reach them.

Opening your invoices

Select Finance in the left hand menu to open All Invoices.

The Pending Payments card at the top shows the total value of invoices still awaiting payment, giving you a running figure for what is outstanding.

Reading the invoice list

Each row is one invoice:

Invoice number: the reference to quote in any query. Some invoices carry a note underneath, such as Additional Invoice Activity.
Type: what kind of invoice it is. A building icon means a direct client invoice, and the Care Hires logo means a Care Hires invoice.
Invoice to and Invoice from: the client or site being billed, and the organisation billing them
Amount | Invoice date: the value and the date it was raised
Payment Due date: when payment is due. A red date with a red dot means the due date has passed.
Approval, Payment and Payout: the stages the invoice moves through, shown as a progress line
Status: any credit note issued against the invoice, shown as a link such as CN-INV-20261029-3065, or an action such as Raise Complaint
⋮ menu: the actions available for the invoice

The progress icons are the quickest way to see where an invoice has reached. A green tick means that stage is complete, an amber icon means it is in progress, and an empty circle means it has not started. Reading them left to right tells you whether an invoice is waiting on approval, waiting on the client to pay, or waiting on payout to you. Direct client invoices show Approval and Payment. Care Hires invoices also show Payout.

Use the page numbers at the bottom to move through the list, and the dropdown beside Showing 25 of 62 results to change how many invoices show on each page.

Finding a particular invoice

Use Search by Invoice Number or Job for a specific invoice. You can search by a job ID as well as an invoice number.

For more options, select the filter icon beside the search box:

Filter By Type: Direct Client Invoices or Care Hires Invoices
Select Client Site: invoices for a particular site
Filter by Invoice Dates: a from and to date
Filter by Status: Pending Payment, Pending Approval, Disputed, Paid, Draft or Void
Filter by Invoice Type: Agency Charge or Market Place Service Fee

Select Apply Filters to use your selections, or Clear All Filters to start again.

Tip: Filtering by Pending Payment with a date range is the fastest way to build your chase list for the week.

Viewing an invoice

Select the ⋮ menu at the end of a row, then View Invoice. A panel opens with the invoice number and type at the top, Download Invoice to save a copy, and two tabs.

The INVOICE DETAILS tab shows the invoice's status and value, for example Pending Payment 214.75, followed by:

Invoice Summary: the Invoice date, the Approval cut off, the Payment Due date, who it is Billed to and From, the Memo, the Billing details and the Billing method, such as Send invoice. Hover over the information icons beside the dates for an explanation.
Recent Activity: a dated history of everything that has happened to the invoice, such as when it was created, when each line item was added, when it was finalised and who did it. If a client queries an invoice, this is where you will find out exactly what happened and when.

Checking the jobs behind an invoice

Select the JOB DETAILS tab in the invoice panel. The number on the tab shows how many jobs the invoice covers. The Job Summary lists each job with:

Job ID | Job Date | PO Number
Agency | Worker Name
Duration: the hours billed
Approved By: who approved the job and when

Select the eye icon in Actions to open the full job. It shows the client, site, job ID and status, such as COMPLETED and INVOICED, followed by:

Shift Summary: the start and end times, job duration, breaks, skills and worker type
Billing Summary: how the invoiced amount was worked out, with the hourly rate and hours for each block, any unpaid breaks taken off, and the Invoiced Total
Allocations: the workers who were eligible, suggested, selected or rejected for the job

Select Timesheets to check the job's timesheets.

Tip: When a client questions an amount, open the job's Billing Summary first. It shows exactly how the hours and rate add up to the invoiced figure.

Viewing a credit note

Where a credit note has been issued, select its reference in the Status column to open it. It shows its status and value, the date it was raised and the invoice it was issued against, along with the billing information. Recent Activity records who created it and the reason given. The JOB DETAILS tab shows the jobs involved.

Downloading invoices

For a single invoice, select the ⋮ menu at the end of its row:

Download Invoice PDF: a copy to send to a client
Download Invoice CSV: the figures for your own records or accounting software

To download several PDFs at once:

Tick the checkbox beside each invoice you want. The number selected shows beside the buttons, for example 5 invoices selected. Tick the box in the header to select every invoice on the page.
Select Download Invoices.
A Downloading Invoices window shows while your invoices are prepared. Select Minimise to carry on working. You will be notified when the download is ready.

Exporting invoice data

Use an export to get invoice figures into a spreadsheet or your accounting software.

Select Export Invoices.
Set the Date range with a from and to date.
Under Columns, choose All Columns to include everything, or Custom to choose.
If you chose Custom, tick the columns you need: id, Invoice Number, Bill to (Client), Bill to (Site), On Behalf Of, Invoice Date, Due Date, Status, Invoice Type, Net Amount, Tax Amount, Total Amount and Paid Amount.
Select Export. The button becomes available once you have set the dates.

The export covers every invoice in the date range, so there is no need to select invoices first.

Raising a payment query

If there is a problem with a Care Hires invoice, select Raise Complaint on its row.

The form is already completed with your name, organisation and email address. Add your Message, explaining the issue and quoting the invoice number, then select Send Message to send it to the Care Hires finance team.

The same window also gives you the finance team's direct contact details if you would rather email or telephone them, along with their business hours.

Tip: Include the invoice number and what you expected to see in your message. It saves a round of questions and gets your query resolved faster.

Other actions

The ⋮ menu on a direct client invoice also lets you Edit Invoice, Send Invoice, Issue a credit Note, Void Invoice and Pay Invoice. See How to create and maintain an invoice.

If something looks wrong

An invoice is missing. Check your filters and clear them with Clear All Filters. Then check whether it was raised before your account moved to the current dashboard, as older invoices are in the legacy dashboard.
A job's hours or amount look wrong. Check the job's Billing Summary and timesheets before changing the invoice.
An export is empty. Check the date range covers the invoice dates you need.

If an amount is wrong, an invoice has gone to the wrong client, or a payment shows as outstanding when you know it has been settled, raise a complaint on that invoice or contact the Care Hires finance team, quoting the invoice number.