How To - Determine Invoice Format (DNP)

Objective:  DETERMINE A CUSTOMERS INVOICE FORMAT

Prerequisites: N/A

Refer To: N/A

Overview:
When a customer calls with an invoice printing problem, the following procedure should be used to determine if the customer is using an RR format invoice or a VFP format invoice.

Steps:

Since the Print Invoice service contains a switch that changes the format pointer for Billing>Print Bills from the RR format to the VFP format, just asking the customer if they are using a tool bar button or the menu option will not correctly determine which format they should be using.

The main determining factor is the appearance of the first dialog box that pops up.  If the customer is using the RR format and drivers, this dialog will contain two (2) check boxes - one labeled "Print Regular Invoices" and the other labeled "Print Group Invoices".

If they are using the VFP Print Invoice Service format, this dialog box will contain choices for the user - not check boxes.  The first choice is labeled - "File to use (Current, Unprocessed)" with an acceptable choice of C for current or U for unprocessed.  The second choice is labeled "Select G)Group or S)Single".

The key questions I usually ask when beginning to troubleshoot an invoice problem are:

1) "Does your first popup window normally contain check boxes or letter choices?"
2) "Does your first popup window use the word 'Regular' or 'Single' to describe your non-group invoice?"
3) "Click on Billing>Print Bills - does this screen look the same as it use to before this problem started?"

We no longer support R&R invoices.  We converted to VFP invoices prior to 2000.  Newer printers and Operating Systems cannot handle the old R&R printing.

If the customer is still using the old R&R invoice, they need to convert a VFP invoice.  We have a standard invoice that prints on plain white paper (no form required) and there is no charge for the customer to get that format.  If customization is required to convert the invoice, that work is billed by the hour as professional services.