A Credit Note can reduce the remaining claim balance, and the credited amount can optionally be carried forward into the next billing period. Credit Notes can also be mirrored to Xero as allocated credit notes.
1. Open the claim
Go to Billing.
Open the claims list.
Find the claim that requires a credit.
Click the claim to open its details.
Review the current claim status, Amount due, payment information and Activity before creating a credit.
2. Review the Credit Notes section
Claims with Credit Note activity include a Credit Notes card.
Use this section to review information such as:
Credit status
Credited amount
Notes
Carry-forward information
Plan budget warnings
The Credit Notes card helps show how the credit affects the claim and whether any amount is waiting to be carried forward.
3. Create a Credit Note
To credit an unpaid claim balance:
Open the affected claim.
Locate the available Credit Note action.
Open the Credit Note workflow.
Review the claim balance that can be credited.
Enter or confirm the amount to credit.
Add any required notes.
Review the information before confirming the Credit Note.
Only credit the amount that should no longer remain payable on the claim.
4. Credit the remaining claim balance
A Credit Note can be used when a remaining claim balance is considered unpayable.
Before confirming:
Review the current Amount due.
Confirm the amount that should be credited.
Check whether the credit will fully or partially reduce the outstanding balance.
Review any warning shown before continuing.
Confirm the Credit Note.
After the Credit Note is created, the claim totals should reflect the credited amount.
Partially credited claims are identified separately from claims that have been fully resolved.
5. Carry the credit forward
When appropriate, a credited amount can be carried forward into the next billing period.
Open the Credit Note workflow.
Review the amount being credited.
Enable the available carry-forward option.
Confirm the amount that will be carried forward.
Review any plan budget warning.
Complete the Credit Note.
A carry-forward allows the credited amount to be used in the next billing period instead of being treated as current claim expenditure.
Carry-forward Credit Note amounts are excluded from plan spending and NDIS exports.
6. Review plan budget warnings
When creating a Credit Note or carry-forward, review any plan budget warning shown.
The warning helps you check whether the carry-forward may affect the participant's available plan budget.
Credit Note budget calculations have been improved so existing claim expenditure is not counted twice when evaluating the available budget.
7. Review the Credit Note after creation
After creating the Credit Note:
Return to the claim.
Review the Credit Notes card.
Confirm the credited amount.
Review the credit status.
Check any notes that were entered.
Confirm whether the amount is being carried forward.
Review the updated claim balance.
The claim may also show whether it is partially credited or still waiting for a carry-forward.
8. Mirror the Credit Note to Xero
Where the claim is linked to Xero, a Credit Note can be mirrored to Xero as an allocated credit note.
Before continuing:
Confirm the correct Xero organisation is associated with the claim.
Review the Credit Note.
Use the available Xero Credit Note action.
Allow the Xero operation to complete.
Review the claim again after synchronisation.
9. Review Credit Note activity
After a Credit Note is created or synchronised, review the claim's Activity.
The Activity timeline can help confirm actions performed on the claim and the staff member associated with those actions.
Review the timeline after:
Creating a Credit Note
Carrying an amount forward
Mirroring a Credit Note to Xero
Voiding a Credit Note
10. Use carry-forward in Weekly Billing
A Credit Note amount that has been marked for carry-forward can be applied in the next billing period.
When preparing the next billing period:
Go to Weekly Billing.
Review the participant's billable items.
Check for any available carry-forward Credit Note amount.
Review how the carry-forward affects the new billing amount.
Continue with the weekly billing workflow.
Carry-forward amounts should not be treated as new plan spending for the previous billing period.
11. Void a Credit Note
If a Credit Note was created incorrectly and the available workflow allows it to be voided:
Open the claim.
Review the Credit Notes card.
Open the available Credit Note actions.
Select the void action.
Review any confirmation or Xero warning.
Confirm the void.
Review the claim totals and Credit Note status again.
If the Credit Note was also mirrored to Xero, review its Xero status after the void completes.
Diversity Sync’d includes improved handling for Credit Note voiding and synchronisation, including cases where a Xero Credit Note has already been voided externally.
12. Review the claim after a Credit Note is voided
After voiding:
Review the Credit Notes card.
Confirm the Credit Note status.
Check the claim balance.
Review any remaining carry-forward information.
Check Activity for the latest action.
If Xero is involved, confirm the Xero synchronisation status.
Credit Note actions should not incorrectly change unrelated claim or Xero synchronisation statuses.
Important notes
Credit Notes can be used to credit an unpayable NDIS claim balance.
A credited amount can optionally be carried forward into the next billing period.
Carry-forward Credit Note amounts are excluded from plan spending and NDIS exports.
Review plan budget warnings before confirming a carry-forward.
Credit Notes can be mirrored to Xero as allocated credit notes.
Partially credited claims and claims waiting for a carry-forward can be identified separately in claim lists.
Review the Credit Notes card and Activity after creating, synchronising or voiding a Credit Note.
If a Xero Credit Note was changed directly in Xero, review the latest synchronisation state before taking another action.