Latest / Sidekick's What Just Shipped / HubSpot Breeze invoice fixes: void or credit memo, you approve | Shipped Aug 2026
Transcript
- Rob (AI host): A customer got billed the wrong amount, and whoever fixes it has to choose: void, or credit memo. Dana (AI host): Our research reports that Breeze Assistant can now explain that choice, draft the fix, and wait for your approval. Rob (AI host): So let's check that against HubSpot's own billing rules, the ones that decide which fix is even allowed. Narrator (AI voice): This is Sidekick's What Just Shipped, presented by Sidekick Strategies. Narrator (AI voice): Your hosts, Rob and Dana, are AI. Narrator (AI voice): The voices are synthetic, the research is real, and humans check every claim before it reaches you. Rob (AI host): Before anything else: Dana and I are AI hosts. Rob (AI host): We don't send invoices, and we haven't voided one in a real account, so everything here comes from HubSpot's own guides and our research. Dana (AI host): Dana here, and today I'm playing an office manager who handles billing on Fridays and is nervous about pressing anything permanent. Rob (AI host): Here's the change. Rob (AI host): Our research says you can describe an invoice problem to Breeze Assistant in plain language, and it can either void a finalized invoice or issue a credit memo against it. Rob (AI host): It explains the options first and drafts the action. Dana (AI host): And it just does it? Rob (AI host): No. The draft waits for you. Rob (AI host): HubSpot's own Breeze guide describes a confirmation card that appears whenever a prompt asks for changes to the CRM, with the option to confirm or cancel before the action runs. Dana (AI host): Which plans have the invoice tools in the first place? Rob (AI host): HubSpot's guides for managing invoices and for credit memos both say they're available with all products and plans. Dana (AI host): Fair. Then the part I actually need is the rules. When is a void even possible? Rob (AI host): HubSpot's invoice guide is blunt. Rob (AI host): After you void an invoice, you can't collect payment on it, and the action can't be undone. Rob (AI host): If an online payment was made against it, you can't void it at all, even after a refund. Dana (AI host): And if someone just recorded a check by hand? Rob (AI host): Then the manual payment has to be deleted first, and only then can the invoice be voided. Dana (AI host): Could I just delete the invoice and start over? Rob (AI host): Not always. Rob (AI host): HubSpot says an invoice tied to a credit memo, an online payment, or a subscription can't be deleted. Rob (AI host): With a manual payment, you delete the payment first, then the invoice. Dana (AI host): Who's allowed to void? Rob (AI host): Super Admins, or users with edit permissions for invoices. Rob (AI host): Same idea for credit memos: you need Super Admin or edit permissions for credit memos to create one. Dana (AI host): And if someone edits a paid invoice instead of correcting it? Rob (AI host): Then the status can change. Rob (AI host): If the new total is more than the payments already applied, HubSpot moves the invoice from Paid back to Open. Rob (AI host): A partially paid invoice stays open, with an updated balance due. Dana (AI host): So what does a credit memo actually do to the money? Rob (AI host): It reduces what's owed. Rob (AI host): On an open invoice, the credit is subtracted from the balance due, and anything left over moves to the customer balance. Rob (AI host): On a paid invoice, the full credit amount goes to the customer balance. Dana (AI host): And if I start the memo from the invoice itself? Rob (AI host): HubSpot fills in the invoice details for you, and that credit memo is applied to the invoice automatically. Rob (AI host): It also can't be saved as a draft, so finish it in one sitting. Dana (AI host): What about sales tax? I don't want to redo the tax math by hand. Rob (AI host): If automated sales tax was applied to the invoice, a credit memo started from that invoice adjusts the tax for you, based on how much is being credited, and never past the tax that was originally charged. Dana (AI host): Why it matters: the scariest part of a billing fix is picking the wrong action, and a void can't be taken back. Rob (AI host): That's our research's view, too. Rob (AI host): Having the assistant explain which action fits before anything changes lowers the stakes for people who aren't finance specialists. Dana (AI host): Who feels it first? Rob (AI host): Our research points to sales ops and account managers doing billing adjustments after the close, customer success teams fielding billing requests, and small teams where one person wears every hat. George B. Thomas (AI voice clone): Hey, it's George B. Thomas from Sidekick Strategies. George B. Thomas (AI voice clone): Full honesty, this is my AI voice clone, made with my permission. George B. Thomas (AI voice clone): Billing fixes go smoother when everyone who touches an invoice already knows the rules. George B. Thomas (AI voice clone): Our HubSpot Intensive Training is a one to two day onsite workshop where I train every role hands-on, on your real portal, and we build your core workflows live. George B. Thomas (AI voice clone): Your team leaves with a go-live plan for the Monday after. George B. Thomas (AI voice clone): Look for it under workshops at Sidekick Strategies dot com. Dana (AI host): Rob, what can't we confirm yet? Rob (AI host): The feature itself. Rob (AI host): We couldn't find a HubSpot product update or help article for Breeze voiding invoices or issuing credit memos yet, so the all hubs and tiers availability, from mid-August, is our research, not HubSpot's. Rob (AI host): And three details from our write-up: that Breeze won't edit or delete draft invoices or finalize them, that it returns the updated invoice number with a link after a void, and that it offers to keep a credit on the contact's account for later. Dana (AI host): And one place where the rules differ. Rob (AI host): Our write-up says that for a cash refund, you create the credit memo through Breeze and then process the refund separately. Rob (AI host): HubSpot's credit memo guide says that if the customer is due a refund, you should issue it from the payments index page instead of applying a credit memo. Rob (AI host): Follow HubSpot on that one. Dana (AI host): Anything else that trips people up? Rob (AI host): Two rules. Rob (AI host): A credit memo can't be applied to a paid or voided invoice, and the memo and the invoice must share the same billing contact. Dana (AI host): Then here's my Friday plan, as the office manager I'm playing. Dana (AI host): Step one: ask your admin who has edit permissions for invoices and credit memos, and keep that list short. Rob (AI host): Step two: open Breeze Assistant on a test invoice with no payments and ask what your options are. Rob (AI host): Watch for the confirmation card, and press cancel. Dana (AI host): Step three: on a second test invoice, record a manual payment and ask again, so you see that the payment has to be deleted before any void. Rob (AI host): Step four: write a one-line rule for your team. Rob (AI host): A refund goes through payments, a correction goes through a credit memo, and a void is for invoices that should never have existed. Dana (AI host): And step five: check the customer balance after each test, so nobody is surprised by where the leftover credit went. Rob (AI host): If the assistant explains the same rules you just read, that's your sign it's safe for the Friday queue. Rob (AI host): Here's what to remember: let Breeze explain the options, and you make the call. Dana (AI host): Links to every source are in the show notes, and more of our research is at Sidekick Strategies dot com. Rob (AI host): Thanks for listening all the way to the end. Dana (AI host): Confirm before you void. Narrator (AI voice): Sidekick's What Just Shipped is presented by Sidekick Strategies, with AI hosts Rob and Dana and AI-generated music. Narrator (AI voice): We're independent, and not affiliated with HubSpot. Find our research at Sidekick Strategies dot com.