Adding Billable Charges & Creating Tenant Invoices

Quick concepts:

• Materials are for flat or one-time charges (cleaning, cancellation, amenity fees); Labor is for time/engineer hours. Library items have defaults for billable, taxable, and tenant markup; you can override them on each work order. 

• Library items have defaults for billable, taxable, and tenant markup, and you can override them on each work order. When configuring a material or labor rate in the library, use the Item Markup section (or Labor Markup for labor rates) to set a default markup type for that item. Enter the default in the Markup Rate field and it will carry through automatically when the item is added to a work order.
  • $ Fixed Amount: adds a flat dollar amount on top of the cost
  • % Percentage: applies a percentage of the cost
  • See Adding Materials to Your Work Order Library and Adding Labor Rates to Your Work Order Library for full setup instructions.

• Work orders follow a three-step process in the Review & Billing section of the Work Order module:

  • To Close: Completed work orders appear here and are awaiting closure by your team.

  • Billing Verification: Once closed, work orders move to this page for billing verification.

  • Closed & Verified: Work orders that have been closed and successfully verified appear here.

• The system looks first for the lease code on the suite tied to a work order and falls back to the tenant’s main lease code. Add tenant billing contacts if you plan to email statements.

In this article:

• Billing Setup
• Add and Verify Billables
• Reservation Charges
• Tenant Statements and Batches
• One-Off Work Order Invoices
• Missed billables and Reversals
• Audit Checklist

Billing setup

1. Add Materials and Labor items to your library and set defaults for billable, taxable, tenant markup, and Cost Codes. 
   • Select $ Fixed Amount to add a flat dollar amount on top of the cost, or % Percentage to apply a percentage of the cost 
   • Enter the default rate in the Markup Rate field
   • This setting carries through automatically when the item is added to a work order

   • See Adding Materials to Your Work Order Library and Adding Labor Rates to Your Work Order Library for full setup steps

     

2. Populate tenant leases and tenant billing contacts. Mark tenants tax exempt or add tenant level markup rates where needed.

3. Create a billing cadence and assign roles for who will add billables and who will verify them. As a best practice, separate the person who adds billables from the person who verifies them so you have a simple check-and-balance before invoices are produced.

4. Enable verification restrictions so a work order cannot be marked Verified until required billing fields such as lease code and cost rules exist. Consider turning on full restrictions to prevent edits after verification.

Add & Verify Billables

Use the To Close page to add billable Materials or Labor. When you Close a work order it automatically moves to Billing Verification for review; when a reviewer marks it Verified the work order moves to Closed & Verified and is included in billing. Use individual work order billing when a charge is tied to onsite work and must be billed to a tenant. Use bulk actions when you need to process many work orders at once.

Adding billables to an individual work order

The To Close page holds completed work orders that are waiting to be closed. Work orders that already have Materials or Labor added appear here automatically.

If the work order already has billables

1. Open Work Orders > Review & Billing > To Close and open the work order.

2. Navigate to the Materials or Labor tab and inspect each billable line. 
   • Confirm the line is Billable, has the correct Taxable flag, correct Cost code / GL, and correct quantity, unit price, and tenant markup. 
   • If the item has a default markup type configured in the library, the Item Markup selection and Markup Rate will autopopulate. 
   • Building Engineers can change the markup type or rate on individual work order lines as needed.
   • The Totals section at the bottom of the drawer shows a live breakdown of Material Cost, Markup Rate, Tax Applied, and Total so you can confirm the billed amount before saving. Fix any modified flags, codes, or amounts.

3. Save your edits and save the work order.

4. Change the WO status to Closed. Because billables are present, the WO will move automatically to Billing Verification.

   

Note: You can close work orders in bulk by selecting multiple work orders and using the bulk action option to Edit Status. 

If the work order does not yet have billables

1. Navigate to the All Work Orders page. 

2. Find the work order (use the search by ID or filters if needed). 

3. Open the work order and navigate to the Materials Tab Add Materials Button, Labor tab, or Add Labor button. 

4. Add the relevant materials and labor and click Save. 

5. Repeat for all additional materials and labor line items. 

Once saved, the work order will appear in the To Close page, because billables have been added. From here you can follow the steps above to close and verify the work order. 

 

Verifying work orders

Verification locks charges for billing. Use Billing Verification to review closed work orders that include billables and mark them Verified so they move to Closed & Verified and are included in billing.

1. Navigate to Billing Verification. All closed work orders that include Materials or Labor appear here.

2. Inspect billable lines in the table or open a work order to view details. 

3. For each billable line confirm it is Billable, has the correct Taxable setting, the correct Cost code / GL, and the correct quantity, unit price, and tenant markup. 

   • If the item has a default markup type configured in the library, the Item Markup selection and Markup Rate will autopopulate. Building Engineers can change the markup type or rate on individual work order lines as needed. Review the Totals section at the bottom of the drawer to confirm the billed amount is correct before verifying. Fix any modified flags, incorrect codes, or amounts.

   • Note: If you see a modified flag, open that billable line, check the activity log and the library item to confirm why the rate or details were changed, correct any accounting fields or add a brief note explaining the change, and only then proceed to verify.

4. Click Save. 

5. Change the Billing Verification status to Verified (or use the table bulk verify action). Verification records a verification date and moves the work order to Closed & Verified. Only work orders that are Closed & Verified should be included in billing runs.

Reservation charges

Choose the pattern that fits your operational workflow.

Add the charge directly on the reservation for simple fees

1. Navigate to the Reservations module, and click the reservation ID of the reservation you need to edit (use search or Filter if needed).

2. Within the right side window, scroll down and click Edit Invoice.

3. Add a custom charge with a name and amount, and click save. The charge will now be included on tenant billing. 

   

Trigger a work order from the reservation when staff perform work

1. Configure the reservation to create a work order for cleaning, set up, or staff time.

2. The triggered work order follows the To Close -> Billing Verification -> Closed and Verified workflow so operational work and billing are tracked together. This is the recommended approach when work is performed.
   Learn more about amenity setup here. 

Tenant statements and batches

Tenant statements are the recommended batchable way to deliver tenant facing billing.

1. Confirm all billable work orders are Closed and Verified. Verification is the inclusion rule.

2. Navigate to Reports and Analytics > Batch Reporting and create a batch for your site or network. Define the billing period, choose Date Type equals Verification Date, and add the batch content such as saved custom reports and the tenant statement PDF. Preview the batch to confirm settings.

3. Configure delivery. Options include storing reports in platform, emailing internal copies, or sending individual tenant statement PDFs to tenant billing contacts when the batch closes. Test email delivery before enabling automatic sends.

4. Run or schedule the batch. Use batch history to audit which work orders were included.

One-off work order invoices

Use work order or reservation-level invoices for a single work order or small one-off billing.

Work Orders

1. Navigate to the Closed and Verified page. 

2. Filter for the date range or other work order information. 

3. Select work orders and use the Bulk Action button to:

   • Export PDF Invoices
     Produces a PDF invoice for each selected work order. Each document bills that individual work order and is intended when you need an invoice for a single work order.

   • Export PDF Overviews
     Generates a detailed PDF of the work order that includes full ticket notes, activity and any questionnaire details. Use this when you need the complete work order record or supporting detail alongside the charge information

   • Export PDF Tenant Statements
     Creates a tenant statement PDF that breaks out closed and verified work orders and itemized billable lines for the tenant, including per work order totals and the total billable cost for the period. Use this to deliver a consolidated billing statement for a tenant or to run batch tenant statements.

Reservations without Work Order Triggers

1. Navigate to the Amenity Reservations page and use the search or filter to find the reservation(s). 

2. Select all reservations and use the Bulk Action button to:

   • Export Tenant Charges
     Produces a data export (spreadsheet) of reservation charges by tenant from the Reservations table, which teams use to review, reconcile, or migrate reservation charge data when charges were missing from imports.

   • Export Reservation Invoices
     Generates PDF invoices for the selected reservations, matching the invoice available from a reservation’s detail drawer and supporting bulk creation so you can download invoices for many reservations at once.

Missed billables and reversals

If you need to reverse charges on a work order that was closed and verified you can do so from the Closed and Verified page. 

1. Navigate to the Review & Billing page of the Work Order module. 
2. Click on the Closed & Verified page. 
3. Click into a work order. 

4. Click the Reverse Charges button and confirm that you would like to reverse the charges.  

   

Once charges are reversed, all billable amounts will be updated to reflect negative values, and the work order will remain in the Closed & Verified status.

Audit checklist

• Are all billable work orders Closed and Verified? Verification is the official inclusion rule.

• Do all billable lines have correct Billable, Taxable, and Markup flags, and a Cost Code or GL codes. 

• Export your tenant billing report and a Billables Breakdown that includes billable totals. Totals should match. If they do not, check for missing lease codes, missing building IDs, unmapped materials or labor, or misconfigured cost rules.

• Download a sample tenant statement PDF, confirm tax and markup presentation, and test email delivery to tenant billing contacts before automating.