Billing details can be updated after an invoice has been issued, provided the amendment is handled through Operations & Client Services. Because invoices are legally binding accounting records, existing documents cannot be overwritten directly; unpaid invoices must be voided and reissued, while paid invoices require a formal credit note and replacement.
Unpaid versus paid invoices
How the studio handles an amendment depends on whether the invoice remains outstanding or has already been settled.
Unpaid invoices If payment has not been initiated, the original invoice can be cancelled in the billing system. Operations & Client Services will revoke the existing payment link, apply the updated business or personal information to your account profile, and issue a fresh invoice with a revised reference number. The original payment due date typically remains unchanged unless explicitly renegotiated.
Paid invoices If you have already paid the invoice, the transaction is locked in the studio ledger. UK tax and accounting regulations prevent retroactive alteration of settled records. In this scenario, Operations & Client Services must issue a formal credit note against the original invoice to reverse the entry, followed by a zero-balance replacement invoice displaying your updated details. This establishes a clean audit trail showing that the funds paid were applied to the newly documented entity. Deposits are non-refundable once your production slot is held. Before work begins, sums not yet earned are refunded pro rata; after work begins, completed work and booked time are charged. Defects are fixed free of charge within the acceptance window. The full terms are on the Refund Policy page of the main site.
Required information
To request a correction, raise a ticket via the Ask Xylo chat on this portal. To prevent administrative delays, supply all revised details in a single submission:
- The original invoice number (found in the top-right header of the document).
- Registered legal entity name or individual full name.
- Registered business address or residential billing address, including postcode.
- Company registration number (for limited companies and LLPs).
- VAT or tax registration number (if applicable for VAT reverse charge or local tax reporting).
- Specific purchase order (PO) number or cost-centre code, if your accounts department requires this before processing.
Discrepancies in trading names versus registered legal entities frequently cause invoice rejections. Ensure the entity submitted matches your official company registry filing.
The reissue procedure
Once submitted, your request follows a clear sequence:
1. Review: Operations & Client Services cross-references the request against the initial contract or quote. If the amendment involves transferring payment liability to a different company, further verification may be required to confirm contract assignment. 2. Ledger adjustment: The billing clerk marks the original document as void or generates an internal credit note. 3. Profile update: Your core billing records are updated on the portal so all future invoices reflect the accurate entity. 4. Document dispatch: The replacement invoice (and credit note, if applicable) is generated and sent directly through the portal chat and billing feed.
Timings and operational impact
Requests are handled during studio working hours: Monday to Thursday, 09:00–17:00 GMT.
Operations & Client Services works to a first reply target of 24 hours. Invoice reissues are typically completed within one working day of receiving complete, accurate information. If you submit a request on Thursday afternoon, processing will conclude on the following Monday.
Production timelines are tied to prompt invoice settlement. For projects booked under bespoke quotes (delivered within 48 hours of a brief) or fixed-price arrangements listed on the packages page, creative and technical milestones will not begin until the replacement invoice is settled. Requesting billing updates at the payment deadline may push back project kickoff dates across Creative and Technology departments.
Failure cases and limitations
There are circumstances where invoice alterations cannot be accommodated:
- Contractual entity mismatch: You cannot transfer an invoice to a third-party company that was not a signatory to the project agreement without formal assignment approval from studio management.
- Closed tax periods: Requests to amend details on invoices from closed financial years or past quarterly VAT reporting periods may be declined if they conflict with statutory tax submissions.
- Discounts and commissions: Updating billing details does not alter agreed pricing structures. If a referral discount of 10–30% was applied to your quote via our ambassador programme, the discounted net total remains identical on the reissued document.
Billing update checklist
Before submitting your request via Ask Xylo, verify the following:
- [ ] Invoice number clearly identified.
- [ ] Full registered legal name provided (not an informal trading name).
- [ ] Full billing address with postcode included.
- [ ] VAT/tax identification number confirmed valid.
- [ ] Internal PO numbers attached if required by your accounts team.
- [ ] Payment status noted (unpaid or settled).