void and reinvoice service order through appointment blling

We’re on 2020 R2. Looks like the KB article doesn’t apply in this case. In this scenario, because the invoice was released, it can’t be deleted (so it appears). So to void entirely, we reverse/apply to memo. I thought that if you do reverse/apply to memo, the service order and/or appointments can be reprocessed through either Run Appt Billing or Run Service Order Billing (depending on the circumstances), but that’s where I’m stuck. In this case the appointments aren’t showing back up in Run Appt Billing for processing, so either it doesn’t function that way or I’m missing something. I feel like they were supposed to show up for processing again after voiding, but I can’t remember… 

@Anacarina Calvo and @Olesia Alpeeva Thank you for your help as always! I’ll check out that customization!

Hi @hayleehicks18 Starting on 2021R1, the customization mentioned on my previous comment is no longer needed. The system now offers the following options to do corrections:

• If the invoice (Sales Order, SO Invoice or AR Invoice) is created and is not released, then delete the invoice document.
• If the system generates a Sales Order or an SO Invoice, and the SO Invoice is released, then create a Credit Memo on the SO Invoices form, add the lines using the Add Return Line action and release the document.
• If the system generates an AR Invoice and the document is released, then on the AR Invoice form create a Credit Memo using the action of Reverse and Apply to Memo and release the document

If after doing any of the above corrections, the Service Order/Appointment still indicates that the document is Billed, then please create a Case.

@hayleehicks18 

• If billing from Appointment, then the Appointment form should automatically detect that the invoice was deleted and the status should have changed from Billed to Closed. Use the Unclose action to change the status to Completed, do the necessary changes, Close the Appointment and Run Billing again.
• If billing from Service Order, then on the Service Order form, on the Billing Documents tab, the Billed checkbox should be set to false automatically. Use the action of Unclose, do the necessary changes and you will be able to Close or use action of Allow Billing to then Run Billing again.

In addition, on the Billing Documents tab, you should be able to see the history of the corrections done to the document.

Hi @MarciaW 
I would recommend creating a case so that support can take a look at the environment and investigate why the lines are not shown on the Add Return Line dialog box.