Troubleshooting: Member Says They Were Invoiced Twice for the Same Charges

Why This Happens (Root Cause)

Yardi Kube does not generate duplicate invoice numbers — each invoice number is unique.
When members believe they’ve been billed twice, it’s usually because:

1. An invoice was deleted and re-posted (resulting in a new invoice number but similar line items).
2. The original invoice was voided, and the new one reflects corrected charges.
3. Multiple properties or spaces under the same company each produced an invoice for the same billing period.

Members may not see the difference between the original and reposted invoices if both appear in their payment history.

Common Symptoms

• “I was billed twice for the same month.”
• “Two invoices have the same charges.”
• “Why do I have two invoice emails for the same amount?”

How to Fix It (Action Steps)

Step 1 — Clarify the member’s concern

Ask follow-up questions to determine the scope:

• Did the member receive two separate invoices, or one invoice showing duplicate line items?
• Are both invoices showing the same invoice number, or are they different numbers with similar charges?
  Why: Yardi never issues identical invoice numbers; confirming this helps identify whether it’s a reposted invoice or user misunderstanding.

Step 2 — Review invoices in Yardi Kube

• Go to the member’s Company Record > Billing > Invoices.
• Review the full list of posted invoices.
• Check:
  • Invoice numbers (should all be unique).
  • Invoice post dates (look for recently reposted dates).
  • Payment status (see if one invoice was voided or marked unpaid).
    Why: This page shows the definitive invoice list for that company, allowing you to verify whether multiple active invoices exist for the same charges.

Step 3 — Compare charge details

• Open the invoices side-by-side.
• Compare line items, amounts, and dates of service.
• If the new invoice includes a note or updated posting date, it likely replaced a prior version.
  Why: Reposted invoices may contain identical charges but are corrections, not duplicates.

Step 4 — Explain to the member (if no true duplicate exists)

If only one invoice is active (the other voided or replaced), explain that:

“Yardi only allows one active invoice per charge period. The earlier invoice was voided or corrected, and the new invoice replaced it. You have only been billed once for these charges.”

Why: Clear language helps avoid member confusion and prevents unnecessary refund requests.

Step 5 — Escalate if a true duplicate exists

If two active invoices with different numbers contain identical charges:

• Escalate with a help.youstudio.com service ticket under a Yardi Billing issue. Please provide company names, invoice numbers, and which charges are duplicated and our support team will review

Quick Summary

• Root Cause: Member confusion due to reposted or corrected invoices; Yardi never issues duplicate invoice numbers.
• Fix: Verify invoice numbers, dates, and payment status; explain reposted-invoice behavior; escalate true duplicates.
• System Behavior: When invoices are deleted and re-posted, Yardi assigns a new invoice number, creating the appearance of a duplicate even though only one is billable.

Tags

duplicate invoice, billing, yardi kube, invoice repost, member charged twice, payment verification, accounting review, invoice dispute