Automatic credits when completed stops fall below expectations, threshold configuration, and credit note line items.

Missed-Service Credits

NextRoute can automatically issue credits to customers when their actual completed services fall below the expected number for their plan frequency. This keeps billing fair and builds customer trust.

How It Works

At invoice generation time, the system compares:

Expected services: The number of services the customer should have received based on their plan frequency and the billing period
Completed services: The actual number of stops marked completed for the customer in the billing period

If the completion rate falls below the missed-service credit threshold, a credit is applied.

Threshold Calculation

completion_rate = completed_services / expected_services

If completion_rate < missed_service_credit_threshold, a credit is issued for the missed services.

Example:

Plan: Weekly ($35/service)
Expected services in March: 4
Completed services: 2
Threshold: 0.75 (75%)
Completion rate: 50% (below threshold)
Credit: 2 missed services × $35 = $70.00

The credit appears as a negative line item on the invoice or as a separate credit note.

Configuring the Threshold

The missed_service_credit_threshold is set in tenant settings:

Value	Behavior
`1.0`	Credit issued for any missed service
`0.75`	Credit issued when less than 75% of services were completed
`0.5`	Credit issued when less than 50% of services were completed
`0`	No automatic credits (disabled)

From the Dashboard

Go to Settings > Billing & Payments
Set the Missed-service credit threshold slider or input
Save

Credit Notes

When a credit is issued, a credit note is created:

Field	Description
`credit_note_number`	Sequential number (e.g., `CN-0001`)
`customer_id`	The credited customer
`invoice_id`	The invoice the credit applies to (if applicable)
`amount_cents`	Credit amount
`reason`	Auto-generated reason (e.g., "Missed service credit: 2 of 4 expected services completed")
`status`	Credit note status

Credit note numbers follow the same sequential pattern as invoices, tracked by tenant.next_credit_note_number.

Credit Line Items on Invoices

Credits can appear directly on invoices as negative line items:

Invoice INV-1042
├── Line: Weekly Bin Cleaning × 2          $70.00
├── Line: Missed service credit × 2       -$70.00
                                 Subtotal:   $0.00
                                 Tax:         $0.00
                                  Total:      $0.00

Or they can be applied as a separate credit note linked to the invoice.

When Credits Are NOT Issued

Credits are not issued when the skip was:

A customer request — the customer asked to skip, so no credit is warranted
Within the threshold — completion rate is above the configured threshold

The skip category (no_access, weather, operational, customer_request) is used to determine whether a missed service qualifies for credit. Your skip policy configuration determines which categories count as "missed" versus "customer-initiated."

Invoices — invoice structure and line items
Skip & Reschedule — skip categories and policies
Auto-Billing — how credits fit into the billing cycle

Missed-Service Credits

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