How to Request an Invoice Correction or Revision

Applies To:

This article applies to all Staffing Partners (Funded and Self-funded) who send invoices through Ascen.

Summary:

Invoices may occasionally contain errors such as incorrect billing rates, incorrect hours, incorrect charges, or missing line items. This article explains how to request a correction and what to expect during the revision process.

Overview:

If you notice a discrepancy on an invoice, please contact the Ascen accounts receivable team as soon as possible. For all billing or invoicing-related matters, email accountsreceivable@ascen.com directly, as this team is responsible for processing any invoice revisions.

When submitting a revision request, please include the following details to help us resolve the issue quickly:

• Invoice number(s) in question

• The specific line item(s) that need to be corrected (e.g., worker name, charge type)

• A clear description of the error (e.g., incorrect rate, overbilled hours, incorrect charge)

• The correct value that should be reflected (e.g., correct billing rate, correct number of hours)

Common types of invoice corrections include:

• Incorrect billing or overtime rates: If a worker's billing rate or overtime rate does not match the agreed-upon rate, Ascen can adjust the rate and reissue the invoice. Future invoices will automatically reflect the corrected rate once it has been updated.

• Incorrect hours billed: If the hours on an invoice do not match the approved timecard, please provide the correct hours and reference the timecard. To verify hours, you can review the timesheet report in the Ascen platform, where timecards display work locations and clock-in/clock-out times. You can also view transaction details on the individual invoice page under the Transaction tab for a breakdown of how amounts were calculated.

• Charges that should be removed: If an invoice includes a charge for a worker who did not show up, or for an expense (such as lodging or a rental car) that should not be billed, Ascen can remove the charge and reissue the invoice. Note that if an invoice has already been marked as paid, please contact the team to discuss next steps.

• Missing line items: If an invoice is missing charges such as overtime, living expenses, or vehicle allowances, Ascen can update the invoice to include all applicable line items.

• Workers billed under the wrong facility or assignment: If a worker's hours appear on the wrong facility's invoice, this can occur when workers share the same assignment name across locations. To help prevent this, we recommend reviewing the timesheet report regularly, as timecards display work locations and can help you verify accuracy before invoices reach your client.

Note on auto-allowance calculations: Vehicle or auto-allowance amounts are calculated on a daily basis rather than as a simple monthly fraction. The system calculates the annual amount, divides by 365 days to get a daily rate, and then multiplies by the number of days worked. For example, a $1,700/month allowance is calculated as: $1,700 × 12 = $20,400/year ÷ 365 = $55.89/day. This means the total may differ slightly from a straightforward monthly proration.

Once your request is received, the Ascen team will review the details, make the necessary adjustments, and send you a revised copy of the invoice. If an adjustment also needs to be applied to your account, please indicate this in your request.