Customer invoices

How to raise an invoice and ways for customers to pay.

How to raise an invoice

You can raise an invoice via the IBC self-service. Press Finance folder > Manage Customer > Create Customer Invoice or Credit Note

For guidance on raising an invoice, please see the help page.

Before you start - check your address

Make sure your workbase address and telephone number are up to date in IBC self-service . See help on checking your address data. If this information isn't present, the invoice will go to the customer without your contact details.

Details needed for IBC self-service

When you need to raise an invoice in IBC self-service bill you will need:

  • the client's name and address
  • the client's order number, if there is one
  • details of the service provided
  • date of service
  • the charge or the basis of charging
  • the VAT rate

When you are inputting debtor account details, make sure that you do not set up an existing debtor as a new identity.

Monthly checks

All cost centre managers should ensure a monthly reconciliation is conducted of all expected debtor income and credit notes to the SAP financial ledger for the cost centres, for which they are responsible

The officer conducting this check should be independent of the system of raising sales invoices.


The IBC Self Service will credit your budget with money as soon as the council raises a bill.

Unpaid bills

The income manager will pursue unpaid bills. Please assist by answering any questions they have and giving them evidence for court cases as soon as you can. However, if the client eventually fails to pay, the sum involved will be deducted from income in the revenue account (remember, you got the money as soon as the bill was raised!). You should consider this possibility when setting up credit arrangements.

You should not normally give any goods or services until they have been paid for.

You must agree all credit arrangements with the directorate finance business partner. If the business partner agrees a credit system, make sure that the client knows that we will send a bill, and that they have agreed to pay it. (They may issue an order, or sign an agreement, for instance). With any credit arrangement, the client should normally agree to pay by direct debit.

If the bill will be large, or will take some time to work out exactly, give the client an interim bill for part of the charge as soon as is reasonable.

Ways for customers to pay and what you need to do.

Payment instructions are listed on the back of invoices giving customers the following options:

BACS or online banking

Debtor income paid in to OCC’s main bank account is automatically posted to the customer’s account on SAP, providing they include the invoice number in the reference field.

Credit or debit card

Customers can pay online or over the phone via the IBC. The income will be automatically posted to the customer’s account on SAP.

Direct debit

Direct debits are only available to customers who receive regular invoices from OCC or where agreement has been given to pay an invoice in instalments. DDs cannot be set up for one-off invoices.

Customers should visit and select ‘Make an Enquiry’ to discuss DD options with the IBC.

Direct debit income is automatically posted to the customer’s account on SAP.


Customers are discouraged from paying by cheque, but if customers chose this option they should send cheques directly to IBC at E11 East, The Castle, Winchester, SO23 8UB. The invoice number should be written on the reverse of the cheque and IBC will cash receipt the income to post it to the customer’s account.

If a customer visits a council office to pay an invoice, staff should direct them to a self-service PC so that they can pay online using a credit or debit card, or post a cheque directly to the IBC.

If a customer sends a cheque to an OCC office it should be banked locally and cash receipted via the ‘Record local banking’ tile on the IBC portal. Forwarding a cheque on to the IBC will cause an additional delay in the income being banked and there is a risk of the cheque getting lost in the post.

For information on cash receipting invoice payments, see the help page.