Note: This form is intended for you to submit on behalf of your end customers. Please do not share this form directly with your end customers, as it should not be filled in by them.
This form is only applicable for MSP invoice discrepancies. For issues with CPO invoices, please reach out directly to your Customer Success Manager for assistance.
Common reasons for MSP invoice discrepancies
Discrepancies are usually caused by one of the following:
Timing delays in how charging session data is submitted
Subscription charges: which are billed separately from individual sessions
Rounding: which can cause minor differences of a few cents. These are a part of standard platform calculations and are not refundable.
VAT differences between countries: the VAT rate applied is the rate in the country where the session took place, not the customer's home country.
A session in, for example, Austria (21% VAT) can produce a different invoice breakdown and reimbursed amount than expected.
Still worried your invoice is incorrect? We are happy to look into it for you. Please submit an investigation request using the form linked below.
Delayed charging session data
Charging stations and network operators sometimes delay submitting session data, for example due to being offline or having network issues. Providers are allowed up to 24 months to forward this data.
This delay can also mean idle fees appear later than expected. Idle fees are charged when a vehicle stays connected to a charger after it has finished charging, and if they're reported late, they may show up as a separate invoice rather than on the original one.
Because of these delays, a customers invoices can sometimes look like they cover a full quarter rather than a single month, simply because several delayed sessions have been grouped together. This can also mean sessions from previous months, or even previous years, appear on a much later invoice.
Examples:
Sessions from January, February or March appearing on an April invoice
A February session added retroactively to an April invoice
Invoices generated years later due to backdated submissions from the provider
Idle fees for a session appearing on a later invoice
A session charged to the wrong account because of an incorrect RFID tag
Billing multiple months in one invoice
When delayed sessions are included, an invoice may cover charges from several months instead of a single billing period.
Examples:
Older session data added to a later invoice
Previous months combined with a recent invoice, sometimes including subscription fees
Additional roaming hub fees or surcharges
The totals shown in the app and on your invoice can differ due to roaming hub fees or surcharges that are added afterwards.
Example:
A session added retroactively increases the invoice total after the app overview has already been calculated