As the majority of our user base is outside of IL where we are billed we need to claim a reduction in the 9% PPLT tax that is applied to all of our NetSuite invoices. The NS Tax team are really quick to respond and agree the tax credit for the Invoice when it's issued but it then takes anything up to 12 weeks to get the Billing team to actually issue the credit memo. They then start chasing us for unpaid invoices, there's multiple emails back and forth and just a lot of wasted effort. We can't pay the invoice until we get the credit (just deducting the credit amount from payment causes even more issues). Anyone else going through this process and having a better time with getting everything actioned?

Don't have any actual help, but more a misery-loves-company story: We're getting billed ~6 months in advance because "NetSuite bills based on when you sign the agreement", even though there's nothing in the agreement other than that you pay in advance. So for example, we were billed in May for services starting this coming October. And then they chase us for 5 months for "late" payments, when we finally pay it ~1 month in advance of the service that it's for actually starting. We're very upfront with them about how we are intentionally holding their invoice and will only be paying in advance of services, as agreed by contract, but that they don't just get to hold on to our money for half a year just because they feel like it. Everyone seems to agree that this makes sense and yet we're still on this "we're going to turn you off" and then "oh you paid it, okay, everything's fine" merry-go-round because it's "impossible" to change when they actually send the bill out. So yeah, Oracle's AP/billing seems very incapable of adjusting anything or handling any circumstances outside of their standard process.

NetSuite's billing practices have never been great but this particular scenario is a new level of disfunction. Luckily my account manager is doing most of the hard work pushing water up hill to get these credits processed and I'm not the one actually having to deal with it!

@James Morris tell them about NetSuite customization capabilities 😁

That's the thing. I bet they're running Oracle Fusion or some such nonsense @NickSuite 😆

My bet is on MS Dynamics. They got the trial version extended 😁

Nope they run on NetSuite. Ouch