xSERVA Credit Notes and Refunds

Credit notes and refunds in VYROX xSERVA let your management office reduce the amount billed on an existing invoice, return money a customer has already paid, and pay out unused customer advances, with every step recorded against the customer account. They are used by accounts staff and property managers running HomeServa residential and condominium sites, PropServa managed properties, SmartServa smart campuses and SportServa sports clubs.

A credit note always starts from an invoice that already exists. If the customer has not paid the invoice yet, the credit note simply lowers what they owe. If the customer has already paid and the credit is more than the unpaid balance, xSERVA also raises a refund for the difference, which then waits in Customer Refunds until your team pays it out.

Before You Start

• You need a staff account with the billing permission. Customers and residents cannot create credit notes or approve refunds.
• The Credit/Refund Notes feature must be switched on for your project. If you do not see the tile, ask your operator.
• Sign in at the portal address your operator gives you and select the correct project first. Credit notes are always issued for the project you have selected.
• Make sure the invoice you want to adjust has been issued. See xSERVA Invoices and Consolidated Invoices.

Create a Credit/Refund Note

1. On the home screen, press the Credit/Refund Notes tile. The list of existing notes opens.
2. Press Create Credit/Refund Note.
3. Under Select a Property, choose the Tower/Block, Level and Unit (or Lot) of the customer, then press Select an Invoice and pick the invoice to adjust.
4. Set the Credit Note Date. Leave it empty to use today.
5. Under Credit Note Line Item(s):, enter the lines to credit. For each line you can set Quantity, Unit Price, Unit Discount, Discount Amount and Tax Type. xSERVA works out the Tax Amount and Line Total Including Tax for you.
6. Add a Remark: that explains why the credit is given, for example "Double billing of service charge for March".
7. Press Preview to check the document, then press Create to issue it. Press Save instead if you want to keep a draft.

Credit Note Fields

Find and Review Credit Notes

The Credit/Refund Notes list shows every note for the project with Issued On, Issued By, Customer Account ID, Document No., Total Amount Due, Discount, Net Amount, Tax, Rounding and Prepayment.

1. Use the date filter (Today, This Month, Last Month, This Year or Custom Time Frame) to narrow the list, then press Done.
2. Type a customer or document number into Search and press Search.
3. Open a note to see the printable document. From there you can use Send via Email, Download as PDF or Print.

The document shows the Reference Invoice No., the line items, the Total Amount Adjusted, and an Associated Documents table that lists every related invoice, payment and refund with In, Out and Outstanding columns.

Validate a Credit Note with LHDN MyInvois

If your project issues e-Invoices, a credit note must also be submitted to LHDN.

1. Open the credit note.
2. Press Validate Credit Note. Once LHDN accepts it, the page shows the LHDN Validated e-Invoice UUID and a View e-Invoice link.
3. If you need to withdraw a validated note within the LHDN cancellation window, press Cancel e-Invoice.

A refund note created from a credit note has its own Validate Refund Note button, which works the same way. For e-Invoice setup, see e-Invoicing.

Pay Out a Customer Refund

Refunds created from credit notes, and refunds for cancelled bookings, permits, amenity requests and concierge services, all appear under General Ledger > Customer Refunds.

1. Go to General Ledger > Customer Refunds.
2. Open the Pending Refund tab. Each row shows Issued On, Customer Account ID, Document No., Reference Invoice No. and Refund Amount.
3. Press Refund on the row you are paying.
4. Choose the payment method, enter the bank or transfer Reference, press Upload Proof of Payment to attach the bank slip, and add a Remark if needed.
5. Press Confirm Refund. The row moves to the Refunded tab and a refund note is issued.

The refund note shows Refund To, Refund Note No., Refund Note Issuance Date, Reference Invoice No., the item lines and the Total Refundable Amount. You can send, download or print it like any other document.

Refund a Customer Advance

A customer advance is money a customer paid ahead of any invoice. When a customer asks for unused advance money back, you raise a withdrawal request and then approve and pay it.

1. Go to Customer Accounts, open the customer, and press Advances.
2. On the Transactions tab, check Total Advances, then press Refund.
3. In Request Withdrawal, check the Available Amount, enter the Payout Amount (press Max to use the full balance) and press Request Payout.
4. Open the Pending Refund Approval tab. A person with approval rights presses Approve or Reject.
5. Once approved, open Refunds in the same customer account. On the Pending Refund tab, press Refund, enter the Reference, upload the proof of payment and press Confirm Pay.

Paid advance refunds move to the Refunded tab, which shows Total Refunded. More about advances is in xSERVA Deposits and Payments.

Refund Statuses

Frequently Asked Questions

What Is the Difference Between a Credit Note and a Refund Note?

A credit note reduces what a customer owes on an invoice. A refund note records money you have actually paid back, and xSERVA creates it when a credit exceeds the unpaid balance of an invoice that was already paid.

Can I Issue a Credit Note Without an Invoice?

No. Every credit note must reference an existing invoice, which you choose with Select an Invoice when you create it.

Why Is There No Refund Button on the Customer Advances Page?

The Refund button only appears after you open a single customer account, and it is disabled when that account has no advance balance.

Do I Need to Validate Credit Notes with LHDN?

Yes, if the original invoice was submitted as an e-Invoice. Press Validate Credit Note so the adjustment is also recorded on MyInvois.

Where Do Refunds for Cancelled Facility Bookings Appear?

They appear under General Ledger > Customer Refunds with the booking ID shown against the row, ready for you to pay out.

Related Guides

• xSERVA Overview
• xSERVA Invoices and Consolidated Invoices
• xSERVA Deposits and Payments
• xSERVA Statements and Reports
• e-Invoicing
• xSERVA Troubleshooting and FAQ