This is especially important when the Xero invoice has already received a payment. A partially paid Xero invoice may not be able to be voided automatically, so the rejected claim may require additional review before it can be corrected or re-issued.
1. Open the rejected claim
Go to Billing.
Open the claims list.
Find a claim with the status Rejected.
Click the claim to open its details.
Review the claim status, amount, Xero information and Activity.
2. Review the Xero-linked claim
Before making changes, review the current Xero information associated with the rejected claim.
Check:
Claim status
Xero invoice status
Payments received
Remaining Amount due
Payment history
Activity
This helps determine whether the Xero invoice can be changed normally or whether an existing payment affects the next action.
3. Check whether the Xero invoice has been paid
Review the related Xero invoice before attempting to void or replace it.
If the invoice has already received a payment, check whether it is:
Unpaid
Partially paid
Fully paid
A partially paid invoice may require additional handling because Xero may not allow the invoice to be voided in the same way as an unpaid invoice.
4. Review the rejection and Xero warning
If Diversity Sync’d cannot complete the expected Xero action, review the warning shown on the claim.
The warning should help explain why the invoice cannot continue through the normal rejected-claim workflow.
For example, additional action may be required when the Xero invoice already contains a payment.
Do not repeatedly retry the same action without first reviewing the invoice and payment state.
5. Synchronise the latest Xero information
If the claim and Xero appear to show different information, refresh the claim before continuing.
Open the rejected claim.
Open the available claim or Xero actions.
Select Sync from Xero, when available.
Wait for the synchronisation to complete.
Review the claim again.
After synchronising, check the updated:
Xero invoice status
Payment status
Payments received
Remaining balance
Payment history
Activity
6. Resolve a partially paid Xero invoice
If the rejected claim is linked to a partially paid Xero invoice, review the payment before attempting to void or replace the invoice.
Confirm the amount already paid.
Review the remaining outstanding amount.
Check the related payment in Payment history.
Confirm the current invoice state in Xero.
Follow the available claim action after the invoice and payment state have been confirmed.
Do not assume that a partially paid Xero invoice can be voided automatically.
7. Review payment history before correcting the claim
If a payment exists, review Payment history before making another Xero change.
Check:
Payment amount
Whether the payment came from Xero
Payment reference
Date of payment
Remaining claim balance
This helps prevent an existing payment from being overlooked when correcting the rejected claim.
8. Re-issue the claim when the previous invoice is voided or deleted
If the previous Xero invoice has been successfully voided or deleted, the claim can be re-issued using the available re-issue workflow.
Open the affected claim.
Confirm that the previous Xero invoice is voided or deleted.
Use the available re-issue action.
Review the replacement invoice information.
Confirm the new Xero invoice after the process completes.
Re-issued claims use a new versioned invoice reference.
9. Review the claim after correction
After resolving the rejected claim:
Open the claim again.
Review its current status.
Check the Xero invoice information.
Review Payment history, where applicable.
Review Activity for the latest Xero actions.
The claim should reflect the latest Xero invoice and payment information before you continue with further billing actions.
If the claim and Xero still do not match
If the rejected claim still shows information that does not match Xero:
Confirm the correct Xero organisation is connected.
Review the invoice directly in Xero.
Check whether payments have already been recorded.
Run Sync from Xero again where appropriate.
Review any connection or synchronisation warning.
Resolve the Xero issue before attempting to re-issue the claim.
Claim participant resolution and resubmission handling have been improved so invoicing, permissions and claim information consistently use the correct participant.
Important notes
Always review the related Xero invoice before changing a rejected claim.
A partially paid Xero invoice may require additional handling before it can be voided or replaced.
Review Payment history before attempting to correct or re-issue a claim.
Use Sync from Xero when Diversity Sync’d and Xero show different invoice or payment information.
Do not re-issue the claim until the previous Xero invoice state has been confirmed.
When a previous invoice has been voided or deleted, the re-issued claim uses a versioned invoice reference.
Review Activity after Xero actions to confirm the latest claim history.