Bragan SOPs / Customer Service All departments
Customer Service

Handling Customer Invoice Request through Xero

A copy of the invoice is automatically sent to the customer through email when the

Updated 2022-09-01Author Mariel BRAGANSource Bragan.net — SystemHub

Overview#

Purpose: A copy of the invoice is automatically sent to the customer through email when the item has been dispatched. Sometimes the customer do not receive the invoice, probably because they use different email address or other reasons. This SOP will serve as guide on how to send invoice to the customer through Xero.

Scope: This process applies to all Customer Service members (Team PH & Team IRL) and Accounts.

Responsibility: It is the responsibility customer service representative to follow the standard operating procedure in sending invoice requests to customers.

Objective: The objective of this procedure is:

  • to guide employees on how to handle sending invoice requests to customers.

INDEX:

  1. Logging in to Xero
  2. Invoice Request from Magento/Website Customers
  3. Invoice Request from Magento/Website Customers (Change Billing Address)
  4. Invoice Request in Sending to a Different Email Address
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Screenshot

Handling Invoice Request

Process Flow#

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Screenshot

Procedure#

If CS agent receives an email from customer asking for their sales invoice, tag the email to Accounts and then add the –Arrange Invoice label. CS agent may ask approval from management for invitation to create access in Xero then follow the procedure stated below.

  1. Logging in to Xero

Important Note: this is the preferred and current process but due to new eBay regulation about their VAT process the preferred method of sending invoice for eBay customers is through Linnworks. Please follow this SOP for eBay customers. However, if eBay customer provided an email address to send the invoice to, see instructions in No. 4 below.

1.1. Log-in to Xero using the credentials provided by management.

Screenshot
Screenshot

1.2. Once logged-in, click on Use a backup method instead. Then select Backup email address, use [email protected] and click Send Code. The confirmation code will be sent to the company's Customer Support Software (Replyco or Zendesk).

Fig. 1
Fig. 1
Fig. 2
Fig. 2
Fig. 3
Fig. 3

1.3. Log-in to the CS software, go to Tickets and click on All Tickets and search for an email from Xero containing the confirmation code. Note: confirmation code email takes a little while to be received. Copy the confirmation code and type it in Xero, then click Log-in.

Fig. 4
Fig. 4
Fig. 5
Fig. 5
Fig. 6
Fig. 6
  1. Invoice Request from Magento/Website Customers

2.1. In Replyco, open the customer's email request for invoice and copy the Order ID (red box in Figure 8). Take note of the customer’s address.

Note: If the customer made sales from UK, select Bragan Trading Services. For Ireland & International customers, choose Bragan Truck, Van and 4x4 Accessories  from the dropdown option in Xero. See Figure 9 below.

Fig. 7
Fig. 7

2.2. Go back to Xero and choose the correct Company depending on the customer’s address (click on the red box below to choose).

Fig. 8
Fig. 8

2.3. If you are already in the correct Company in Xero, click on Business and select Invoices (Figure 10). Then click Search (Figure 11).

Fig. 9
Fig. 9
Fig. 10
Fig. 10

2.4. Paste the copied Order ID to ‘Enter Number, Reference, Contact or Amount’ field (blue box) and click ‘Search’. The invoice will be shown and click on it (red box).

Fig. 11
Fig. 11

2.5. You can now then email the invoice directly to the customer, just click Email (see Figure 13 - red box) and enter the email address in ‘To’ field (see Figure 14).

Note:

Please also spot check the items in the green box. Make sure that it is correct as to the sale location. See SOP on Vat Structure per Country/Channel. this SOP is not yet created. will insert the link once it is created

Even if you already sent the invoice directly from Xero to customer's personal email. You still need to reply to customer's request in Replyco. For eBay customers, just simply say "Invoice has been sent".

Fig. 12
Fig. 12
Fig. 13
Fig. 13

2.6. If you do not have the personal email address of the customer, you can click ‘Print PDF’ then select ‘Leave as is’ to download the Invoice.

Fig. 14
Fig. 14

2.7. Save Invoice to Acc, trade & PDF Invoices Dropbox Folder. Path is Acc, trade & PDF Invoices > PDF Invoices random Customers > Year to date. Filename should be the Linnworks Order Number. (Nothing business-related should be saved anywhere except Dropbox folders with shared access to IRL.)

Fig. 15
Fig. 15
Fig. 16
Fig. 16

2.8. Then go back to the customer's invoice request, click on the reply button and use Macro 111. And insert the Dropbox link of the saved invoice.

Fig. 17
Fig. 17
  1. Invoice Request from Magento/website customers (Change Billing

Address)#

This is upon customer’s request in changing their billing address in invoice.

Note: CS agents can only update contact and address details. If changes are regarding sales, you need to inform Accounts Team – tag Accounts personnel in internal notes together with your comments and label the email to Accounts and [name of the Accounts Personnel].

3.1. Check if the contact is existing in Xero. Go to Contacts > All Contacts > Search the name (Figure 20)

Fig. 19
Fig. 19

3.1.1. If there’s no result, proceed in creating contact ( see Figures 21 to 25).

3.1.1a. Go to Contacts > Customers > New Contact

Fig. 20
Fig. 20

3.1.1b. Fill out the ‘Contact Details’ section

Fig. 21
Fig. 21

3.1.1c. Enter the provided address in the Billing address field. If location is in Ireland, you can use search function. Otherwise, click ‘Enter address manually’.

Fig. 22
Fig. 22

3.1.1d. If you click ‘Enter address manually’, a form will pop up. Add the customer’s name in the ‘Attention’ field. Then fill out the address accordingly. Leave ‘Use as delivery address’ checked. Then click ‘Add’.

Fig. 23
Fig. 23

3.1.1e. Click ‘Save & close’ button.

Fig. 24
Fig. 24

3.2. Once contact is created, proceed in editing the invoice. Go to ‘Invoice Options’ then ‘Edit’.

Fig. 25
Fig. 25

3.2a. Click ‘x’ in 'To' field, then search and select the created contact.

Fig. 26
Fig. 26

3.2b. Double check the address in invoice and follow the Steps 2.5-2.8 under Topic No. 2  above.

Fig. 27
Fig. 27
  1. Invoice Request in Sending to a Different Email Address This is upon customer’s request from all channels in sending their invoice to a different email address.

Note:

For eBay customers, if they provided their email address where you should send the invoice, do not mention on your reply that the invoice was sent to his email address. Just simply say "invoice has been sent".

4.1. Follow the steps in 2.1 – 2.8 under Topic No. 2 above.

4.1a. For eBay customers, check if the item was purchased in bragan-x (ebay1) or bts_trading (ebay0). If it is not indicated in the Order Details. Click the ‘Show Full Linnworks Orders’ icon (see Figure 29 - violet box) to check its ‘Subsource’ (see Figure 30 below). Otherwise, you can also see it under the ticket number (see Figure 31 below).

bts_trading (ebay0) - UK customers = Bragan Trading Services

bragan-x (ebay1) - Ireland & International Sales = Bragan Truck, Van and 4x4 Accessories

4.1b. For Amazon/website orders, if the customer made sales from UK, select Bragan Trading Services. For Ireland & International customers, choose Bragan Truck, Van and 4x4 Accessories  from the dropdown option in Xero.

Fig. 28
Fig. 28
Fig. 29
Fig. 29
Fig. 30
Fig. 30

Video & Media#

🎥 Arrange Invoice, Arrange Collection, Arrange Replacement - Video-20221013 102135-Meeting Recording 🎥 invoice from xero

Notes#

This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:

We can send external invoice after purchase without issue in eBay. After the purchase has happened, Ebay is less strict. Before the purchase they will kick us off if external links are given

Magento (Bragan website) orders are direct feed to Xero so you can easily see the invoice.

For eBay and Amazon, the invoice needs to be pushed from Greenback software so that the invoice will show in xero. This is done weekly by accounts.

For eBay customers, if they provided their email address where you should send the invoice, do not mention on your reply that the invoice was sent to his email address. Just simply say invoice has been sent.

Do not request for customer’s contact information or provide our contact information on eBay. Transaction should not be taken outside eBay. If customer insist for our contact information, please advise them to see the Seller Business Information.

Potential Issues:

1 - ISSUE ENCOUNTERED: Stuck on Loading

RESOLUTION: Refresh Browser

2 - ISSUE ENCOUNTERED: Broken Links

RESOLUTION:  Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.

Attachments#

Handling_Customer_Invoice_R… 16/12/2025