Understanding Invoices
What Are Invoices?
Invoices are bills sent to customers for their storage rental and related services. Stortech automatically generates and sends most invoices, but you can also create manual invoices when needed.
Types of Invoices
Automatic Invoices
Monthly Rent Invoices
Generated automatically each month
Include monthly rent, taxes, and any additional charges
Sent via email to customers
Payment processed automatically if customer has saved payment method
Move-In Invoices
Created when customer books a unit
Include first month's rent and security deposit
Processed during booking confirmation
Required before access is granted
Manual Invoices
Additional Charges
Late fees
Service charges
Insurance fees
Merchandise sales
One-Time Services
Lock cutting fees
Cleaning charges
Administrative fees
Special requests
Invoice Components
Standard Information
Customer Details
Name and contact information
Unit number(s) rented
Billing address
Charges Breakdown
Monthly rent (before taxes)
Applicable taxes (GST/HST/PST)
Security deposits
Additional fees
Total amount due
Payment Information
Due date
Payment methods accepted
Late fee policy
Grace period details
Tax Calculations
Canadian Tax Structure Taxes are calculated based on your facility location:
GST/HST rates applied automatically
Provincial taxes included where applicable
Tax amounts shown separately on invoice
Total includes all taxes and fees
Invoice Status Types
Pending
Invoice created but payment not yet processed
Customer has until due date to pay
Automatic payment will be attempted on due date
Paid
Payment successfully processed
Funds transferred to your account
Customer receives receipt automatically
Partially Paid
Some payment received but balance remains
May occur with payment plan arrangements
Shows remaining balance due
Overdue
Past due date with no payment
Late fees may apply after grace period
Requires follow-up action
Failed
Automatic payment attempt declined
Customer needs to update payment method
Manual payment processing required
Creating Manual Invoices
When to Create Manual Invoices
Late fees not automatically applied
Additional services provided
Special charges or adjustments
One-time fees or merchandise
Step-by-Step Process
Step 1: Access Invoice Creation From customer account:
Open customer profile
Click Create Invoice or Add Charge
Select invoice type
Step 2: Enter Invoice DetailsBasic Information
Invoice description (what the charge is for)
Amount before taxes
Due date
Internal notes if needed
Charge Categories
Late fee
Service charge
Merchandise
Administrative fee
Other (with description)
Step 3: Review and Send
Verify amount and description
Check tax calculations
Confirm due date
Send to customer automatically
Invoice Timing and Scheduling
Monthly Billing Cycle
Standard Schedule
Invoices generated on move-in anniversary date
Due date typically 5-10 days after invoice date
Automatic payment attempted on due date
Late fees applied after grace period
Pro-Rated Billing
First month may be pro-rated based on move-in date
Subsequent months billed for full month
Move-out month typically pro-rated
Payment Due Dates
Grace Period
Standard grace period before late fees
Usually 5-7 days after due date
Configurable per facility policy
Customer notified of grace period
Customer Communication
Automatic Notifications
Invoice Delivery
Emailed automatically when generated
Includes PDF attachment
Payment instructions included
Customer portal access provided
Payment Reminders
Sent before due date
Reminder if payment not received
Late fee warnings
Updated payment method requests
Manual Communications
When to Contact Customers
Failed payment notifications
Late payment follow-up
Payment plan arrangements
Account status updates
Managing Outstanding Invoices
Monitoring Overdue Accounts
Daily Review
Check for new overdue invoices
Review failed payment attempts
Identify customers needing follow-up
Process manual payments received
Payment Follow-Up Process
Contact customer within 24-48 hours
Explain payment failure professionally
Request updated payment method
Offer payment plan if appropriate
Document all interactions
Payment Plans
When to Offer
Customer experiencing temporary difficulty
Long-term tenant with good history
Seasonal business fluctuations
Demonstrated commitment to pay
Setting Up Payment Plans
Assess customer situation
Agree on payment schedule
Document arrangement in account notes
Set up manual payment tracking
Monitor compliance
Financial Reporting
Revenue Recognition
Monthly Revenue Reports
Total invoiced amounts
Payments received
Outstanding balances
Collection efficiency
Cash Flow Analysis
Invoice timing vs payment timing
Seasonal payment patterns
Outstanding balance trends
Collection performance
Tax Reporting
Tax Collection Summary
Total taxes collected by type (GST/HST/PST)
Monthly and annual summaries
Breakdown by customer and unit type
Ready for remittance reporting
Best Practices
Invoice Accuracy
Before Sending
Verify customer information
Check amount calculations
Confirm tax rates applied correctly
Review payment terms
Quality Control
Regular review of automatic invoices
Spot-check tax calculations
Verify customer contact information
Monitor for system errors
Customer Service
Clear Communication
Use plain language in invoice descriptions
Explain charges clearly
Provide multiple payment options
Respond quickly to questions
Professional Presentation
Ensure invoices look professional
Include all necessary contact information
Provide clear payment instructions
Maintain consistent branding
Common Issues
Invoice Not Received by Customer
Troubleshooting Steps
Verify email address in customer account
Check customer's spam folder
Resend invoice manually
Try alternate email address
Provide printed copy if needed
Incorrect Invoice Amount
Resolution Process
Identify source of error
Create adjustment invoice if needed
Contact customer to explain
Process refund if customer overpaid
Update system to prevent recurrence
Payment Processing Errors
Common Causes
Expired credit card
Insufficient funds
Bank restrictions
Technical issues
Resolution Steps
Contact customer immediately
Request updated payment information
Process manual payment
Update automatic payment method
Confirm successful processing
Quick Reference
Invoice Status Meanings
Pending: Awaiting payment
Paid: Payment successful
Partially Paid: Balance remains
Overdue: Past due date
Failed: Payment declined
Grace Period Guidelines
Standard: 5-7 days after due date
Late fees apply after grace period
Customer notification before late fees
Configurable per facility policy
Next Steps
Learn about Managing Late Fees to handle overdue payments effectively.
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