Write-offs & Adjustments — Training Portal

Sometimes you need to adjust a client's balance — waiving a fee, correcting an error, or writing off an uncollectable amount. This lesson covers the different types of adjustments and when to use each.

Types of Adjustments

Type	When to Use	Effect
Credit	Courtesy discount, overcharge correction	Reduces balance
Write-off	Uncollectable debt, goodwill write-off	Reduces balance, flagged in reports
Balance adjustment	Manual correction for system errors	Sets balance to specific amount

Applying a Credit

Open the Billing Tab
Navigate to the client's billing section.
Click Adjustment
Click the Adjustment button in the toolbar.
Select "Credit"
Choose Credit as the adjustment type.
Enter Amount and Reason
Enter the credit amount and a description of why (e.g., "Service complaint resolution — courtesy discount").
Submit
Click Apply Adjustment. The balance updates immediately.

Writing Off a Balance

Write-offs are for amounts you've decided not to collect. They're tracked separately in reports for accounting purposes.

Same Steps as Credit
Open billing → Adjustment → select "Write-off" instead of Credit.
Provide a Detailed Reason
Write-offs require a reason. Be specific: "Client unreachable after 90 days — bad debt" or "Manager-approved goodwill write-off."

Manager approval typically required. Most businesses require manager authorization for write-offs. Check your company's policy before processing.

Troubleshooting

Adjustment option is grayed out

Your role may not have adjustment permissions. Ask a manager to apply the adjustment.

Balance doesn't look right after adjustment

Check the transaction list to verify the adjustment was applied correctly. Use the "Recalculate Balance" option if available.

Quick Reference

Action	How
Apply credit	Billing → Adjustment → Credit
Write off balance	Billing → Adjustment → Write-off
View adjustments	Transaction list shows all adjustments