SaaS invoices went to a former employee: repair the billing contact

When an invoice address bounces or a former employee stops responding, use the established customer relationship to confirm who now handles accounts payable. Separate the billing recipient from the product administrator and the person authorized to change the contract. Giving someone invoice access should not silently grant authority to change plans, payment methods or other company records.

Record the confirmation source, approved address and date. If the request arrives from an unfamiliar domain, verify it through a known contact before sharing invoices or account information. The invoice may contain commercially sensitive pricing and usage. Send only the records needed for the billing task, using the business's normal secure process.

Locate the original open invoices and check whether they are still valid. Correct any obsolete recipient setting, then resend those records through the supported invoicing process. Stripe provides invoice notifications and reminders that can be configured separately. Review what will be sent automatically after the contact change so the new recipient does not receive several conflicting messages at once.

Retain the original invoice numbers, issue dates and service periods. A delivery problem does not by itself justify creating replacement revenue or resetting the invoice history. If the customer requests different payment terms because they received the bill late, obtain an explicit commercial decision and retain it alongside the original terms.

Compare the customer record, subscription notes, purchasing portal and finance-system contact. A corrected address in the CRM may not update an existing billing integration, and a manual email may not change the destination for next month's invoice. Ask the system owner which record supplies each notification and make the approved change in the authoritative location.

Check whether the customer wants invoices sent to a shared accounts-payable mailbox, uploaded to a portal or routed with a purchase-order reference. Keep those instructions specific. Where a portal upload is required, obtain evidence of acceptance rather than treating successful email delivery as completion. Assign responsibility for any additional submission step.

Ask whether the customer never received the invoice, received it but could not open it, or rejected it because information was missing. Each situation needs a different remedy. A new email address may fix the first while leaving a purchase-order requirement or portal-access problem unresolved.

Retain the delivery evidence and the customer's response, then confirm the exact action still needed. In a hypothetical case, a shared mailbox receives the resent invoice but procurement rejects the supplier name. The case should remain open for that correction instead of being closed as delivered. A clear classification also helps the account owner explain the delay without automatically resetting the original invoice's history or assuming a new due date.

Prepare a statement of the invoices resent, credits already approved and payments received. Ask the verified contact to confirm receipt and provide the next payment action. Distinguish administrative delay from a genuine dispute or financial difficulty; the collections approach and cash forecast should reflect the evidence rather than the age of the unanswered email thread alone.

Before closing the case, verify that the next scheduled invoice reaches the intended recipient. Add billing-contact confirmation to renewal and account-transition work, especially when the customer reports a staff change. Keep the old address in the historical correspondence record where appropriate, while ensuring it no longer receives new financial documents. Record who owns future contact maintenance so the issue does not recur after another employee leaves.