How to get a vendor to actually fix a billing error
Vendors often double-charge or overbill and then stall for months, forcing you to chase them or escalate the issue to high-level management just to get your money back. Instead of issuing prompt refunds, companies frequently try to push unwanted service credits for future months. This leaves you trapped financing their mistakes while wasting valuable time trying to reverse unauthorized charges.
What the numbers show
Counted from the threads quoted below. How we count
- The most recent one is from October 2026.
- This comes up 109.4× more often in r/Netsuite than across the site as a whole.
What people tried
Every workaround mentioned in the threads below. We haven’t tested any of them — and nobody here is claiming they worked.
Found another way around this?
Share your steps and trade-offs so fellow engineers don't have to reinvent the wheel. No account required.
- 1looking at alternative RMMsDid this help you?
- 2toggling auto-renew to offDid this help you?
- 3Keeping disputed invoices out of the ERP entirely in an AP email inboxDid this help you?
- 4Tracking follow-ups manually via email and spreadsheetsDid this help you?
- 5Using external third-party bill pay tools alongside the ERP to capture invoices before syncingDid this help you?
- 6Escalating the issue to higher-level sales contacts or management within the vendor organizationDid this help you?
- 7Returning to management or clients to request additional budget approval to cover the errorDid this help you?
In their words
Unedited, grouped by where they were said, most upvoted first within each place, each linked to the thread it came from.
“ConnectWise, every year or two, gets their numbers messed up and double or triple charges us and always blames their "automated billing" or some such BS. It wouldn't be a huge deal except it takes them 2-3 months to correct things and often VP level involvement.”source ↗
“Kaseya, usually admits the mistake fairly fast, but takes months to get it resolved.”source ↗
“Anyone have a sales contact within Fortinet to help an MSP/Reseller negotiate a Co-term agreement that was misquoted - $120,000 Fortinet Co-Term renewal - 26 Firewalls.”source ↗
“They now have to go back to management to request $40,000.00 additional budget which they are not happy about.”source ↗
“My Fortinet sales rep is a great person but he has no options available.”source ↗
“Received invoice a month later (today) and it was not reduced. Initial offer was a credit for the next month or something. As if they can't edit the invoice quickly today, before the credit card is ran tomorrow?”source ↗
“Pax8 overbilled us 2 months ago and we're still trying to get our $2,000 credit”source ↗
“Right now AP usually keeps those invoices out of NetSuite until the discrepancy is figured out. It keeps the system clean but the downside is some of these sit around for a week or two while people go back and forth and during that time there’s basically no visibility in NetSuite that we have an invoice sitting there at all.”source ↗
“I myself would be nervous about leaving them completely outside NetSuite for that long because at some point someone is going to forget one exists until the vendor follows up.”source ↗
“Holding a $30k invoice outside the system because one $900 line needs clarification means the accounting view is missing way more than the amount you’re actually questioning.”source ↗
Where this came up
People with this problem also raised
- 6How to fix a payroll overpayment mistake at work
- 2Client disputing billing terms and rates after receiving the invoice
- 3Employer messed up my 401k start date and lost match
- 3Why is business invoicing and deposit billing so messy?
- 7How to fix journal entries moving income to expense accounts
- 5Competitors got my MSP client list and license expiration dates