At Multiplier, we are dedicated to refining our invoicing systems to ensure a smooth experience for our customers. If you have any questions or concerns about an invoice, our team is here to assist you promptly.

To raise a query about a particular invoice, follow the below steps.

Step 1: Click on the view icon of the invoice for which you'd like to raise a query.

Step 2: Click on the option ‘Raise a Query’ from the drop-down.

Step 3: Select the reason why you are raising a query from the below options.

a) I have a doubt: If you have a query that doesn’t belong to any of the options, you can still choose this option and share the details about your query.

b) Incorrect amount: Choose this option when the invoice amount is incorrect. You can further specify the exact reason that is causing the inaccuracy by selecting any one of the below-listed options.

i) Service Amount: Choose this sub-category when the value of the service provided is incorrect.

ii) Management Fees: Choose this sub-category when the management fees charged is incorrect according to the agreed terms in MSA.

iii) Incorrect Billing Currency: Choose this sub-category when the invoice is not issued in the expected currency.

iv) Other fees: Choose this sub-category when you have queries on the additional fees like Processing fees or Bank fees.

c) Incorrect Format: Choose this option when the invoice received does not have the information in the expected format.

Step 4: Depending on the category and sub-category you choose, the auto-debit will continue as scheduled or will be paused till a resolution is reached.

The auto-debit date will remain the same

If you choose the options - ‘I have a doubt’ or ‘Other Fees’ under ‘Incorrect Amount’, the auto-debit date will remain as scheduled. Our team will reach out to you regarding the query.

The auto-debit date will be paused

If you choose the option - ‘Incorrect format’ or ‘Service Amount’, ‘Management Fees’, ‘Incorrect Billing Currency’ under ‘Incorrect Amount then auto-debit for the particular invoice will be paused.

4.1) Fill in the ‘Add Details’ section to help us understand more about your concern. Kindly provide a detailed description of the query and the outcome you are expecting.

4.2) Click on ‘Confirm and Raise Query’ to proceed.

Once the query is raised, our team will reach out to you via email to resolve the query.

You can also check the status of your query by selecting the ‘Invoice queries’ option from the drop-down menu as shown below.

The query will reflect an ‘Active’ status indicating the query is open and yet to be resolved.

Once resolved, an email will be sent confirming the resolution.

Once the query is closed, the invoice will move from the ‘Ongoing’ section to the ‘Closed’ section as highlighted below.