I issued an invoice with the wrong customer details

Symptom

You issued an invoice and noticed that the customer's name, address or NIF is wrong, or that the invoice went to the wrong customer. The invoice no longer lets you change the customer and, if you try to correct the NIF on the customer record, the record does not save.

Message

With the Billing profile, when you change the NIF on the record of a customer who already has issued invoices and click save:

“"Papelaria Exemplo, Lda" is already used in certified documents, so its tax number ("599999993") cannot be changed here: the SAF-T master files and the documents already issued depend on it. Documents keep the data they were issued with. If it was a typing error, ask the Fiscal officer to correct it with the audited correction ("Audited correction" button on the record); otherwise, create a new record.”

On the invoice itself, at the top, you see “Document issued and signed: it can no longer be changed. To correct it, issue a credit note.” The message was triggered in the demo database; the parts in italics change with the customer. The record did not save and the NIF stayed the old one.

Verified causes

The issued invoice keeps the customer details it was issued with (name, NIF, address), which are those in the QR code, the signature and the SAF-T file. That is why it cannot be changed. The customer record also protects the name and NIF of anyone who already has issued documents: changing them on the record would not correct the invoices already issued.

What to check

1. What is wrong: the name, the address or the NIF, or the whole customer (the invoice should have been for another person or company).
2. Where the error is: only on the invoice, or also on the customer record (the next invoices would go out with the same error).

How to fix it

The issued invoice is corrected with Correct the customer data (with the Billing profile, it is under the invoice's Actions) and, if the error is also on the record, the record is corrected with Audited correction. The steps, who does them and what stays on each document are in I cannot change an invoice already issued, in the section “Customer name, address or NIF”. Pending validation by a certified accountant: on an invoice already issued with the wrong NIF, when correcting the record is enough and when a credit note and a new invoice are needed.

If the customer is another person or company (not a typing error), do not correct the record: create a new customer, as the message says, and use it on the new invoice.

Expected result

• The wrong invoice is corrected by a credit note and there is a new invoice for the right customer; the wrong invoice keeps the details it was issued with.
• The customer record has the right details for the next documents.

When to contact support

• The record refuses the change and the customer has no issued document.
• Correct the customer data does not appear on an issued invoice.

Information to send

• The invoice number (for example FT D26/35) and the customer's name.
• The full text of the message, copied from the screen.
• The profile you logged in with and the detail you wanted to correct.