Manage 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.

Use this topic for day-to-day credit memo tasks after creation. For what credit memos are, how credit is applied, and status definitions, see Credit memos. To create credit memos, see Create credit memos.

Apply credit

To apply credit to invoices

1. Go to Manage > Marketplace > Dashboard > BILLING | Credit Memo and open the credit memo.
2. On the detail page, apply credit toward eligible unpaid invoices for the same customer.

Available credit may also apply automatically to new invoices when your marketplace is configured for auto-application. For more information on creating the credit memo, see Create credit memos.

📝 Note: To return funds to a customer, process a refund from the Payments page. See Refund payments.

View credit reason (ad hoc credit memos)

For ad hoc credit memos, the Credit reason field on the Credit Memo detail page shows the reason entered at creation.

• Visible to Marketplace Managers and Resellers in the internal UI.
• Hidden when no credit reason was provided.
• Not displayed on the customer-facing credit memo view or in the downloaded PDF.

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

For more information, see Create credit memos.

Void an unapplied credit memo

Marketplace Managers and Developers can void a credit memo only while its status is Unapplied.

To void a credit memo

1. Open the credit memo from Manage > Marketplace > Dashboard > BILLING | Credit Memo.
2. Select Void and confirm.

📝 Note: Voiding removes the credit memo from active records; it does not trigger a separate reconciliation process.

Role access

Role	Typical access
Marketplace Managers	Create, view, manage, and void unapplied credit memos marketplace-wide; view Credit reason on ad hoc credit memo detail page.
Developers	View; void unapplied credit memos where permitted
Company Administrators and Billing Administrators	View and apply credit memos for their company
Resellers	View credit memos per indirect-billing invoice rules; view Credit reason on ad hoc credit memo detail page.
Internal support roles	View in Credit Memo and Invoice areas as configured

Settings and related configuration

Configuration	Details
Download a credit memo PDF	Credit Memo detail page
Customize PDF layout	Manage > Marketplace > Settings > DOCUMENT BUILDER | Manage Templates — Credit Memo document type
Configure document numbering	Manage > Marketplace > Settings > Invoice & Credit Memo — Document numbering You can configure document numbering prefixes for invoices and credit memos to set unique or identical prefixes for invoices and credit memos. However, when configuring the numbering prefixes you cannot use spaces, and special characters are restricted to hyphens (-) and slashes (/).
Company users view credits	Manage > Account > Credit Memos (where enabled)
Credit limit exposure	Unapplied credit memos reduce credit limit exposure.

Limitations

• Credits are not shown during checkout or in quote creation (Assisted Sales).
• Credit application details may not appear in all payment reports at the time of application.
• Credit reason on ad hoc credit memo detail pages is not shown on the customer-facing view or PDF.
• The unified invoice experience (charges and credits on one invoice view) is in Early Availability and is not enabled by default. When it is not enabled, invoice PDFs may not show full credit context on the invoice itself; review the related credit memo document for credit detail. When unified invoice is enabled, charges and credits appear together in the invoice UI and PDF. See View invoice details.