These issues not only impact your day-to-day operations but also strain your working relationship with your vendor.
It’s pretty simple. If it ain’t right, it ain’t right.
How can something standard and central to an ongoing copier partner relationship go terribly awry?Do you find sorting through invoices, with more questions than answers? Is your account manager fielding more issues with mystery charges than your actual fleet performance? Inaccurate copier invoices are more than just a minor inconvenience: They cause headaches, waste time (YOUR time), and can disrupt budgets.
Getting it right is a big deal. Imagine opening an invoice that doesn’t match your agreement or includes fees you don’t recognize. You spend time going back and forth with your copier provider’s customer service team, often with no immediate resolution. These issues not only impact your day-to-day operations but also strain your working relationship with your vendor. Unresolved billing problems can lead to unnecessary expenses and disrupt your ability to plan for other important needs.
Copier Invoicing: Why does it go awry? Here’s 6 Reasons.
1. Inaccurate Meter Readings.
Copier contracts often bill based on meter readings for usage. If the provider is pulling incorrect or estimated readings, it can lead to discrepancies. This might happen if the data is collected manually or if there's an issue with automated reporting systems. Verify if your provider uses automated meter readers or if you need to manually submit readings to avoid errors.
2. Outdated Contract Terms.
Incorrect invoicing can result from outdated contract terms. For example, if your contract was renewed or adjusted but the billing system wasn’t updated, you might see charges that no longer apply or incorrect pricing. Request a clear copy of your contract and ensure any updates or amendments are acknowledged and implemented.
3. Lack of Coordination Between Departments.
This is all too common. Providers with disorganized internal processes may have poor communication between sales, customer service, and billing departments. This lack of coordination can lead to incorrect application of discounts, misapplied service fees, or outdated rates.
Related to coordination, if your provider doesn’t have a solid review process for invoices before they’re sent, errors can slip through. This often happens in companies with understaffed or overwhelmed billing departments. If you don't have one already, request a dedicated account manager or point of contact to review invoices for accuracy before they’re sent to you.
4. Hidden Fees or Misapplied Charges.
You might see extra charges for services you didn’t request or don’t use. Examples include fees for unused software licenses, maintenance not performed, or supplies that weren’t delivered. A Partnership Review is a perfect time to discuss these issues with your account manager.
5. Human Error in Data Entry.
Simple human mistakes, such as typos, entering the wrong customer account details, or incorrect line-item charges, are common sources of invoice errors. These errors can happen more often if the provider lacks robust checks or automation in their billing processes. Ask if they use automated billing software or if there’s a way to review and confirm invoice details before they’re finalized.
6. System Glitches or Outdated Software.
Technical issues in the provider’s invoicing system, such as bugs or outdated software, can generate errors. These issues are particularly common in companies that haven’t upgraded their technology in a while. Ask about the invoicing platform they use and if there have been recent upgrades or maintenance.
4 Ways to Take Control over Inaccurate Copier Invoices.
1. Fully Understand Your Agreement.
Start by thoroughly reviewing your copier lease or service agreement. Ensure you have a clear understanding of:
- Your monthly base costs
- Any variable charges (e.g., overages or additional services)
- Maintenance and toner inclusions
- Terms for renewing or ending the contract
Having this clarity makes it easier to identify discrepancies on your invoice.
2. Request Transparent Billing Practices
Look for a copier provider that prioritizes transparency. This means they provide itemized invoices that clearly outline:
- Monthly charges
- Usage details
- Any additional fees
Transparent billing not only simplifies the review process but also builds trust with your vendor.
3. Demand Better Communication.
When you spot an error, don’t wait to address it. Contact your provider as soon as possible, providing specific details about the discrepancy. Document all interactions and follow up regularly to ensure the issue is resolved. Again, a Partnership Review is a perfect time to discuss these issues with your account manager.
4. Pick a New Partner.
Not all copier providers are created equal. If invoice inaccuracies are a recurring issue, it may be time to evaluate your current vendor. Partnering with a company that offers exceptional customer service and proactive account management can make a significant difference.
For the past six months, Datamax has maintained a 98.7% average billing accuracy in East Texas and 99.3% in the Dallas/Fort Worth Metroplex, based on a combined 41,774 invoices. It's a statistic we've tracked consistently since 2016 as part of our Datamax Competitive Advantage program. If you're interested in learning more about how we back up our service metrics, schedule your visit with a Datamax representative!
