Client Guide: Invoice Management, Payments, and Corrections

This guide provides our clients with the necessary steps for managing their invoices, processing payments, and addressing any needed corrections or disputes.

1. Invoice Disputes and Post-Issue Corrections

• Requesting a Correction (Voids, Edits, Credits): To request any changes to an issued invoice—such as a void, credit, or edit—please contact your RemoFirst Finance representative immediately to initiate the process.
• Applying Credits and Discounts: Approved credits, discounts, or fee waivers will be applied directly to a subsequent invoice.
• Handling Overpayments:
  • If you overpay an invoice (often due to an incorrect Payment Request ID or PRID), the excess amount will be refunded directly to your bank account.
  • Note: Overpayments cannot be credited to a future invoice.
  • Required Documentation for Refund: To process the refund, you must provide your payment details (bank account name, number, ACH routing code, bank name, and account type) in PDF format. The refund is typically processed within 1–2 business days.

2. Failed or Delayed Payments

Payments are typically processed within 1–5 business days after confirmation. Delays and failures are often caused by the issues below:

• Ensure you use the Payment Request ID (PRID): The unique PRID found on the contractor invoice must be included as the transaction reference when submitting your payment. Failing to include the correct PRID prevents our system from automatically allocating the funds, resulting in processing delays until manual tracing is complete.
• Bank Delays and Compliance Checks: Payments may be delayed by compliance checks or intermediary banks. If your payment is delayed, we may reach out to request additional beneficiary information (such as the contractor’s Full Name, NID Number, and Date of Birth) to expedite the process.
  • RemoFirst Mitigation for Egypt Payments: To address recurring issues in high-incident areas, payments to Egypt are now processed in local currency (EGP) via Wise.
• Returned Transactions: A payment may be returned by the bank if there are issues such as incorrect beneficiary naming or incompatible receiving accounts (e.g., attempting to send USD to a non-USD account).

3. Payment Recall and Refund (for Delayed Funds)

If a payment is significantly delayed (e.g., over 20 days) and fails to reach the contractor, you may request a recall and refund of the original transfer. RemoFirst will request the refund from the payment provider and return the funds to you once received.

Reprocessing an Urgent Payment: For urgent reprocessing, you have the option to pay the contractor directly. You can then issue a new invoice, and we will deduct the original amount from upcoming transfers if the recalled payment is later received twice. However, the preferred method is to await the refund of the original payment.