Voiding a duplicate NetSuite invoice and refunding the Stripe charge

NetSuite

Open both invoices in separate tabs and confirm they are duplicates by matching customer, line items and amount within seven days.

Confirm by line item and amount, not just total. Two invoices that happen to total the same amount with different line items are not duplicates and need a different fix. The invoice with the later created timestamp is normally the duplicate.

Expected: Two invoice tabs are open and confirmed as duplicates by line items, not just total.

NetSuite

On the duplicate invoice, click Actions and choose Void Invoice. Do not click Credit Memo.

Void exits the recognition schedule cleanly. Credit memo leaves the recognition schedule running on the original invoice and recognition will keep posting revenue across the next billing period until someone notices. Always void, never credit-memo for duplicates.

Expected: The duplicate invoice status changes to Voided and is removed from the recognition schedule.

NetSuite

On the kept invoice, add a memo line referencing the voided invoice number and the reason.

The memo line preserves the audit trail. Use the format 'Voided dup INV-XXXX, kept this one' so it shows up in the customer record search and the auditor can trace both sides without reconstructing the case.

Expected: The kept invoice carries a memo line referencing the voided duplicate.

Stripe

Open the charge that paid the duplicate and click Refund. Set the reason to Duplicate.

The reason field matters. Setting it to Duplicate keeps the refund classified as low-fraud-signal in Stripe's risk model and avoids any drag on the chargeback risk score. Do not pick Customer requested or Other.

Expected: Stripe shows the refund as Pending with reason Duplicate.

Stripe

Wait for the refund status to move to Succeeded, then copy the refund ID.

Stripe usually moves the refund to Succeeded within a few seconds for cards on the originating processor. Cards on alternative processors can take up to a minute. If the status is still Pending after two minutes refresh the page; if still Pending after five, escalate to the billing analyst.

Expected: The refund status is Succeeded and the refund ID is on the clipboard.

NetSuite

Paste the Stripe refund ID into the voided invoice memo for traceability.

This makes the round-trip auditable. The voided invoice now points at both the kept invoice number and the Stripe refund ID, so anyone reopening the case has the full picture without reconstructing it from the bank statement.

Expected: The voided invoice memo carries both the kept invoice reference and the Stripe refund ID.

NetSuite

Click Email on the kept invoice and send the customer a one-line apology naming the kept invoice number and confirming the refund.

Use NetSuite's Email button on the invoice record so the message logs against the customer timeline automatically and pulls the named accounts payable contact from the customer record. One line is the right length. Confirm the kept invoice number, the refund amount and the typical 5 to 10 working day clearing window for the funds, then offer to answer questions and stop.

Expected: The customer receives a brief email from the invoice record confirming the kept invoice and the refund, and the send is logged on the customer timeline.