1. Is advance payment required?
All customers should be encouraged to pay in advance of receiving goods or service. Where an order is received without payment, but the customer has a poor payment history, or is deemed 'high credit risk', the customer should be contacted to request payment before processing the order any further. Refer to Process Order Payment for guidance on handling payments.
2. Look up customer on Oracle Financials
It is important to check Oracle Financials to establish if the customer and invoice address already exists. Refer to Find a Customer (248kb) for guidance.
Where the customer is found, if required, a new contact can be added to the customer record. See Add a New Customer Contact (157kb).
If the order is from a customer not on Oracle Financials, or if the customer is there with a different invoice address, new details must be set up on the system before the order can be processed any further. Go to New Customer Set-up.
3. Send order acknowledgment to customer
An acknowledgment should be sent to the customer as appropriate to indicate that the order has been received. A standard Acknowledgement of Order (31kb) is available online.
4. Supply goods/services
The relevant goods/services should be supplied to the customer as required.
Note: Exports of goods/Movement of goods overseas:
When sending goods overseas, the University is legally obliged to obtain:
- Documentary evidence of the removal of the goods from the EU within 3 months of exporting them to non-EU countries, or
- Documentary evidence of the removal of the goods from the UK within 3 months of sending them to a VAT registered customer in another EU country
The evidence can be either official customs declarations or other evidence such as airway bills and seaway bills showing the goods leaving the country. Your freight forwarding agent or courier should be able to provide this evidence to you. (Please note that official customs evidence will only be available if the goods are sent to a country outside the EU).
5. Raise and send out Sales Invoice
- Invoices relating to research activity must only ever be raised by Research Accounts.
- Invoices should only be raised in £ Sterling.
A Sales Invoice should be raised in Oracle Financials (Raise an Invoice in Accounts Receivable (298kb)), unless payment is received with the order where the equivalent of an invoice is generated through another route eg. EPOS, courses and conferences, Sales Order Management or online (detailing University name, address, VAT number, date, description of goods, VAT amount and total amount).
For sales of items over £250 generated via such routes, a Sales Invoice may be raised if required.
It is important to check the Invoice prior to sending it to the customer.
- Where, on the day raised, the Invoice is found to be no longer required it can be voided. Refer to Void an Invoice in Accounts Receivable (258kb) for guidance.
- Where, on the day raised, the Invoice is found to be incorrect it can be amended. Follow Amend an Invoice in Accounts Receivable on the Day of Entry (389kb) for guidance.
- Invoices found to be incorrect, or no longer required anytime after the day they were raised will need to be credited and re Invoiced as necessary. See Manage Debt section for further guidance.
Note: Invoices relating to orders that were received with payment must be clearly stamped 'paid with thanks'. Once these have been sent to the customer it is important that you notify Cashiers of the need for cash to be applied to them.
Has payment been received against the Invoice?
- No: Manage Debt