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Declined Lines on the Invoice

When a customer declines a line on the estimate, it doesn't just vanish — it shows on the invoice marked DECLINED at $0.00, so the bill is transparent and the customer pays only for the work they approved.

Who this is for

Dispatchers and managers who want to understand how a customer's declined estimate line is reflected on the final invoice.

What you'll learn

Where declined lines come from, how they appear on the invoice, and how they affect the total.

How a line gets declined

When you send an estimate, the customer can approve or decline each line individually. Declining a line requires a short reason (see Approve or Decline an Estimate).

The customer declines a line on the estimate, with a reason.

How it shows on the invoice

The declined line stays visible on the invoice for transparency — it's flagged DECLINED, the description is struck through, the customer's reason is shown, and the amount reads $0.00 (not charged).

A declined line on the invoice — shown for the record, billed at nothing.

Declined work is never billed. Declined lines are excluded from the invoice total. The customer is charged only for the lines they approved — the declined ones appear at $0.00 purely so the bill is clear about what was and wasn't done.
Why it works this way
  • Transparency — the customer sees exactly which items they declined, on the same document as the work they're paying for.
  • A record with reasons — the decline reason travels onto the invoice, so there's a clear paper trail.
  • No accidental charges — declined lines can't slip into the total.
Troubleshooting
Symptom Likely cause Fix
A declined line is still being billed The line wasn't actually declined (just unapproved) Confirm the customer set it to Deny and confirmed — only declined lines drop to $0.00.
I don't see a declined line on the invoice Nothing was declined, or all lines were approved Declined lines only appear if the customer denied at least one.
The customer wants the declined work after all They changed their mind Add it back as a work item on the Estimate tab and resend for approval.
FAQs

Does the customer pay for declined lines?

No — they're billed at $0.00 and excluded from the total.

Why show them at all, then?

For transparency — so the invoice is clear about what was declined and why.

Can I remove a declined line from the invoice entirely?

It stays for the record. If the customer later wants the work, re-add it as a work item and resend the estimate.

Is the decline reason visible to the customer?

Yes — the reason they gave appears on the line.