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How to Create a Credit Memo

Prerequisites (one‑time setup)

  • Enable Credit Memos for the carrier (configured in Vendor Configurations).
    • Tip: If you don’t see a Credit Memo checkbox when creating an invoice, contact your Customer Success Manager to enable credit memos.
  • Permissions: If you use Permission Sets, ensure “Credit Memo Creation” is added to the roles that need it (via Permission Set Builder).

Step‑by‑Step

1) Start the credit memo

  1. Click Create New Invoice from the main menu.
  2. Select the carrier you are creating the credit memo for.

Tips for this step

  • If you work with multiple carriers, confirm you’re in the correct carrier workspace first.

2) Find and select the claim/estimate

  1. In Claim Search, enter the Claim Number (or other supported search value) and click Search.
  2. In Results, select the correct claim/job to populate Estimates.
    • Note: Estimate details may not return until the estimate is approved in the estimating platform. 
  3. In Estimates, highlight the appropriate estimate and click Select Estimate.

Tips for this step

  • If the claim has multiple estimates, verify you’re crediting the correct one before proceeding.

3) Enter assignment and header details

  1. In the Assignment section, enter:
    • Invoice # → your credit memo number
    • Assignment Type (dropdown)
    • Assignment Category (dropdown)
  2. Check the Credit Memo box to switch the invoice to credit behavior.
  3. In Crediting Invoice (dropdown), either:
    • Select a specific invoice to credit, or
    • Leave Select Crediting Invoice to start from scratch.

Tips for this step

  • Selecting a specific invoice to credit helps align amounts/lines automatically for reversals where appropriate.

4) (Optional) Add adjusters to apply negative compensation

If you run compensation through the system:

  1. Use Add Multiple Adjusters to select the adjusters to include.
  2. Click Add.

Alert

  • Any adjuster added to or creating the credit memo will receive a negative compensation amount associated with the credit.

5) Credit Units of Measure (UoMs)

  1. Enter a quantity for each Unit of Measure you need to credit (e.g., Mileage, Additional Buildings).
  2. For Flat Fees you need to credit, check the box next to each fee.

Tips for this step

  • On a credit memo, quantities/fees you add are converted to negative values during calculation and will reduce the total.

6) Use deductions or additional expenses (credit behavior)

  • Amount Deduction: Add a credit line (reduces total).
  • Additional Expense: Add a user‑defined line and amount that behaves in reverse on a credit memo (i.e., lowers the total).

How to add

  1. In Field Name, enter the name of the deduction/expense.
  2. In Enter Amount, enter the amount.
  3. Click Add (the line appears in the list).

Tips for this step

  • Use clear, auditable descriptions (e.g., “Return of Admin Fee—approved by on ”).

7) Calculate and review

  1. Click Calculate.
  2. Confirm the following in the preview/summary:
    • Field fee, flat fees, and units of measure lines appear as negative amounts and are included in the negative total.
    • Any added adjusters show negative compensation.
  3. If something isn’t right, adjust lines and Calculate again.

Tips for this step

  • Recalculate as often as needed before you submit; calculation does not submit the credit memo.

8) Submit

  1. When everything is accurate, click Submit.

After submission

  • The credit memo appears on the Dashboard like any other invoice.
  • You can also view it on Invoice Management (all amounts appear clearly as negative when viewing the document).

Reporting & downstream effects

  • If you run Adjuster Compensation:
    • Credit memos appear as a negative amount owed to the adjuster in:
      • Adjuster Payroll report
      • Compensation Fees report

Help & Support

If you need assistance:

Include:

  • Carrier, Claim #, and (if applicable) the Crediting Invoice number
  • Screenshots of the Assignment and calculated views
  • A short description of the expected vs. actual outcome

Quick Reference (what’s a step vs. a tip?)

  • Actual Steps:

    • Enable feature (once) → Confirm permissions (once) → Create New Invoice → Select carrier → Search claim → Select estimate → Enter header details (Invoice #, Assignment, Credit Memo box) → Choose crediting invoice or start from scratch → (Optional) Add Multiple Adjusters → Enter UoM and check Flat Fees to credit → Add Amount Deductions/Additional Expenses (if needed) → Calculate → Review negatives and totals → Submit.

  • Tips & Alerts (associated to steps):

    • Prereq tips: Feature enablement, permission set access, CSM for missing checkbox
    • Search tip: Estimate may not appear until approved in estimating platform
    • Adjusters alert: Negative compensation will be produced for adjusters added/creator
    • UoM/Fees tip: Credit memo lines calculate as negative values
    • Calculation tip: Recalculate freely before submission
    • Reporting tip: Negative compensation reflected in payroll/compensation reports