Knowledgebase & FAQs

I have received an invoice after placing an order, but I have some queries...

We make every effort to make our invoices clear, but understand that ocasionally things may not make sense. Some of the most common queries are listed below:

Q. Why doesn't the invoice show the dates the service applies for?
A. Our first invoices are generally issued before a servic starts. Therefore we don't know the start date. However we'll amend our records once the service DOES start and you won't be charged for it before that time (eg we'll ensure the service period reflects reality!). Future invoices will include start dates.

Q. Why does the description on the Order Form vary from the Invoice?
A. This can happen for several reasons - unless it looks like a genuine issue (eg you've bought Product A but the invoice is for Product X), the chances are that the difference is just how we describe things - in orders we tend to use more "human" language, but our billing system uses a more specific (pre-set) description.

Q. Why have I got charges and discounts appearing?
A. Sometimes we'll have provided you with a service at less than our "retail" price - either as an incentive, a promotion or where we give you reduced prices if you take other services. This is tracked in our billing system, so you'll see the item at its retail price, then your discounts after that. The price paid will be correct.

Q. There are items (with no cost) on the invoice I don't understand?
A. Don't worry - that's normally because we try and make things simple on our orders - but our billing and technical systems will split your order into the individual items needed to provide a service. It doesn't affect the price you pay.

If this doesn't help, please contact our Accounts Team in the first instance for guidance as they'll be most likely to assist you with your query.

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