Fixing Rejected Invoices

Invoices that you submit may be rejected at two points:

• During the billing guidelines validation: An invoice may be rejected during the billing guidelines validation process that happens before the client receives the invoice.
• During Client Review: Once the invoice passes the initial validation, it may be rejected during manual client review.

This article covers the following:

• Options for Correcting a Rejected Invoice
• Fixing an Invoice Rejected by Billing Guidelines
• Fixing an Invoice Rejected by a Reviewer
• Invoice Appeals
• Collaborative Review

Options for Correcting a Rejected Invoice

If your client rejects an invoice, you may have up to three options to correct the issue. Always refer to your client’s Billing Guidelines for specific instructions. When uncertain, it’s best to submit a new invoice containing only the corrected charges.

• Submit a New Invoice – After reviewing the client’s notes on the rejected invoice, create and submit a new invoice with the corrected or adjusted charges. Make sure to delete the rejected invoice from the system before submitting the new one.
• Request a Second Invoice Review – If you disagree with the client’s adjustments, contact them to discuss the disputed charge lines. If the client agrees with your dispute, they may restart the review process and assign a different invoice reviewer.
• Collaborative Review – For details on working through a collaborative review process, see the related Collaborative Review topic.

Fixing an Invoice Rejected by Billing Guidelines

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Once the initial validation has been passed, an imported invoice then runs through the SmartReview, which checks it against the billing guidelines. If an issue is discovered at this time, the invoice will be accessible by the Rejected by Billing Guidelines link on the Billing panel. In this scenario, the review discovered rule violations prior to it being sent to the client.

1. Click on the Rejected by Billing Guidelines link in the Billing panel on the homepage. The Invoices Search page displays.
2. From the search results, click on the invoice you wish to modify.
3. On the All tab (at the bottom of the Invoice Overview page), scroll to the Issues section. This lists all the rules applied to charges on the invoice.

4. Click a number under the Issues column. An Invoice Details page displays with a filtered list of all charge lines affected by that rule.

   

5. Place a check mark next to the charge you wish to edit, then click on the Edit (pencil) icon.

   

   The Edit Fee Charges page displays.

6. Modify the charge details as applicable. Some errors may require that you edit data somewhere else in CounselLink before activating the invoice.

7. Click the Save button. Repeat edits as necessary. The Invoice Overview page displays.

8. If all other errors are corrected, click on the Activate button on the Invoice Overview page. The invoice will be reviewed again for errors. The Activate Invoice page displays.

9. Click Yes, Activate to continue.

   The following may happen:

   • If no problems are found, the invoice will be scheduled and sent to the client review and approval.
   • If the invoice again shows up in the Rejected by Billing Guidelines section of the Billing panel, repeat these steps to fix a charge line error.

Fixing an Invoice Rejected by a Reviewer

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Invoices that have been rejected by a reviewer from your client have passed the billing guidelines but have been manually sent back to your law firm.

1. Find the rejected invoice that you wish to edit.

2. Each invoice in the list will display a yellow Note icon. Click on a Note icon to view the client's reason for rejecting the invoice.

   

   The Invoice Note window displays.

   

   You can also access rejection notes from the Notes tab on the Invoice Overview page.

3. Edit the invoice as necessary to correct the issue(s).

   If needed, you can add documentation to an individual charge.

4. Click Activate to resend invoice to client.

Invoice Appeals

After an invoice has been approved, you may still dispute adjusted charges. Adjustments may occur during either the billing guideline review or the client’s internal review.

There are three possible actions for handling invoice appeals. Your available options depend on your client’s configuration — always refer to your Billing Guidelines for specific instructions. When in doubt, submit a new invoice with only the disputed charges.

Options

• Submit a New Invoice with Disputed Charges
  In this option, your client reviews the original invoice, makes adjustments, and issues payment. If you disagree with the adjustments, contact your client to discuss the disputed charge lines.
  If your client agrees with your dispute, they may request that you submit a new invoice containing only those charge lines.
  This is also known as the single review cycle option.
• Request a Second Invoice Review
  This process begins after payment has been made on the adjusted invoice. If you disagree with the adjustments, contact your client to discuss the disputed charges.
  The client may reopen the review process and re-examine the disputed items, possibly issuing an additional payment if appropriate.
  Some clients limit the number of appeals allowed.
  This is also referred to as the multiple review cycle option.
• Collaborative Review
  In this scenario, your client invites you to review invoices as part of the standard workflow, helping to prevent appeals after payment.
  This workflow includes a Review Required link in the Invoices section of the Billing panel on the home page.
  Any disputes are addressed before invoice approval.
  If issues arise after payment, you can still use one of the previous options.

Collaborative Review

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Some clients allow discussions or appeals, or Collaborative Review, on the adjustments made to law firm invoices. Once the client has adjusted the invoice, it is sent back to the law firm for their review. The Charges tab on the Invoice Overview page facilitates this process.

If you do not see this option available, your client does not have collaborative review enabled.

You will need to make a determination for every adjusted charge line by accepting or appealing adjustments. You will then send the invoice back to the previous reviewer at the client’s office for acceptance or denial of any appeals.

1. Click the Action Required for Collaborative Review link in the Invoices section of the Billing panel.

   

2. On the Invoice Search results page, click the number link in the Issues column.

   

   The Invoice Overview Overview page displays.

3. Click Accept Review in the bottom right corner.

   

4. Click the Charges tab.

5. Locate a charge line with an adjusted amount in red.

   

6. Click the box(es) to the left of an adjusted charge line to accept or appeal the adjustment(s).

   

   • Click Accept Adjustments if you accept the charge adjustment. 

     A confirmation displays to confirm the acceptance.

     -- or --

   • Click Appeal Adjustments to appeal the charge adjustment. 

     The Appeal Adjustment window displays.

     

     In the Appeal Notes section, enter the reason for the appeal. The red asterisk (*) indicates a required field and must be completed.

     Click Appeal.

     

7. Repeat the steps above for each adjusted charge as applicable.
8. After reviewing all the charge adjustments, perform one of the following:

   • Click Send back to client to return invoice to client.

     -- or --

   • Click Workflow Actions and then click Return to Queue. The Workflow Action: Return to Queue confirmation window displays. Click Yes to continue and be returned to the Invoice Search page.