Client Portal - Change requests

Change Requests: Submitting and Tracking Modifications

Change Requests in the Client Portal is how you formally request modifications to your invoices or processing rules. Crucially, all requests submitted here require approval from your service provider (the party managing your invoicing) before they take effect. This view acts as a transparent log of all requested changes.

1. Submitting a New Change Request

Certain administrative actions are initiated from the Invoices list, which automatically generates a formal Change Request that must be reviewed and approved.

Request Submission Steps (Example: Pausing an Invoice)

1. Select Invoice(s): In the Invoices list, check the box next to the invoice you wish to modify.
2. Select Action: Click the appropriate batch action icon (e.g., the Pause icon $|$).
3. Fill in Details: A pop-up modal appears (e.g., the Pause modal or Change expiry date modal).
   • Field/Date: Enter the new expiry date or the date to pause until.
   • Comment: Provide a clear reason for the request (e.g., “Please approve change”).
   • Warning: Note the standard disclaimer: “Request requires approval by an operations agent before it can take effect.”
4. Submit: Click SEND to submit the request to your service provider for review.

Request Types Initiated from Invoices

Based on the batch action icons visible in the Invoices view, common change requests include:

• Pause processing of an invoice.
• Change expiry date (due date) of an invoice.
• Write-off (Writeoff capital, fee, or interest).
• Direct payment

2. Change Request Overview Table

The main table lists every request made, providing a complete audit trail of the modification’s progress.

Column Name	Description
Request	The type of action requested (e.g., Change expiry date, Write-off).
Status	The current state of the request: Approved, Denied, or Pending (implied by the filters).
Date	The date the request was submitted.
Invoice	The unique identifier of the invoice related to the request.
Comment	The explanatory note provided by you when submitting the request.
Answer	The response or reasoning provided by your service provider for their decision (e.g., why a write-off was Denied).

Table Filters

The top of the table displays active filters, allowing you to quickly narrow the view:

• All Filters: Shows all requests, regardless of status.
• Status Filters: You can filter by Approved, Denied or Pending status.
• Date: You can filter on date range.

3. What Happens Next? (The Approval Process)

When you submit a request, it appears immediately in this view with a Pending status (if not immediately approved/denied by the system).

• Service Provider Portal: The request instantly appears in your service provider’s operational portal as a task requiring review.
• Review and Decision: The agent reviews your comment and the associated invoice data before deciding to Approve or Deny the modification.
• Result: Once the status is updated, the Status column here changes, and the Answer column displays the outcome. If approved, the invoice is modified accordingly (e.g., the expiry date is updated or the invoice is paused).