Create credit memos

📝 Note: This documentation page may refer to Manage > Marketplace in navigation steps. If the Manage option is not available in your navigation, click the grid icon on the top-left corner of your header and click Marketplace.

This topic explains how to view the credit memo list and how credit memos are created on your marketplace. A credit memo records a credit owed to a customer or reseller. For an overview of credit memos and how credit is applied after creation, see Credit memos and Manage credit memos.

View credit memos

To view credit memos

1. Go to Manage > Marketplace > Dashboard > BILLING | Credit Memo. The Credit Memo page opens.

2. Use Search or Show filters to find credit memos by criteria such as status, customer, or date range.

3. Click a credit memo in the list to open its detail page. The detail page displays the following:

   • Customer name, company, credit memo date, number, and ID.
   • For ad hoc credit memos, Credit reason — The reason entered at creation (for example, discount, bonus, or duplicate). Visible to Marketplace Managers and Resellers in the internal UI only. The field is hidden when no reason was provided. The credit reason does not appear on the customer-facing credit memo view or on the downloaded PDF. If the reason text exceeds a single line, it displays as a full-width row beneath the details card.

   📝 Note: Credit reason visibility on the detail page is not enabled by default. Contact your AppDirect technical representative to request it.

   • The Summary section displays the date of the memo, unit price, quantity, and total credit amount.
   • The Payout history section lists payout history for the credit memo, such as payout ID, date, payout method, and payment status.
   • The Credit memo balance history section displays the invoice number for which the credit memo is used, the amount due, and how much credit was applied for each invoice.

Create credit memos

📝 Note: You cannot create credit memos for your own company.

A credit memo can be issued without manual steps when billing produces a negative balance, or through the UI when you need to credit specific invoice lines or issue a standalone adjustment. Credit memos are created in one of the following ways:

Automatically by the system

The platform creates a credit memo when billing events produce a credit, such as:

• Subscription downgrades or changes that result in a negative balance
• Refunds
• Negative metered usage
• One-off order corrections

Manually from an invoice

Marketplace Managers (and other authorized roles) can create a credit memo from an existing unpaid invoice.

📝 Note: Grouped credit memo creation from an invoice requires billing pipeline V2 and the grouped creation experience (Early Availability). Contact your AppDirect technical representative to request enablement.

To create a credit memo from an invoice

1. Open the invoice from Manage > Marketplace > Dashboard > BILLING | Invoices.
2. On the invoice detail page, open the gear menu and select Create Credit Memo.
   The Create Credit memo page opens. During creation you can:
   • Review billing items grouped at the product level, using the same structure as the Invoice Breakdown and invoice PDF
   • See billing action context (for example, Upgrade, Downgrade, Renewal, One-time)
   • Expand groups to select items for credit at the group or individual line level, including negative lines
   • Adjust the credit amount before issuing
3. Click Apply credit memo. The credit is applied toward the selected unpaid invoices for the same customer.

Ad hoc (goodwill or standalone credit)

You can create a credit memo that is not tied to a specific invoice—for example, a goodwill credit.

To create an ad hoc credit memo

1. Go to Manage > Marketplace > Dashboard > BILLING | Credit Memo.
2. Click Create credit memo.
3. Select the company and user.
4. In the Credit reason field, provide the reason for which you are creating the credit memo (for example, discount, bonus, or duplicate). After creation, the reason appears on the credit memo detail page for Marketplace Managers and Resellers in the internal UI. It is not shown on the customer-facing view or PDF.
5. In the Items section, provide the following details:
   • (Optional) Billing period — Date range of the billing period for which you are creating the credit memo.
   • Item name — Product ID or name selected from the catalog, or a custom charge name. Items with a custom charge name are not included in Reseller reconciliation.
   • Description — Reason for the charge or information such as product edition.
   • Quantity and Unit price.
6. To add more line items, click Add credit memo line.
7. Click Create credit memo.

Ad hoc creation supports subscription lookup by product name and, where enabled, by subscription UUID.

When creating an ad hoc credit memo, you can optionally select Auto-apply this credit memo to outstanding invoices so the platform applies the credit to eligible unpaid invoices after creation.