Understanding your invoice: a credit memo

A credit memo is an official financial document issued when an existing invoice requires a correction.

Note: Aircall does not modify invoices once they have been issued.

To comply with accounting best practices, any updates to billing details, pricing, or tax information are processed through a credit note and a rebill (issued under a new invoice number).

• The layout of a credit memo mirrors that of an invoice. The key difference is in the numbering: credit memos start with “CM”, while invoices begin with “INV.”
• Be sure to review the credited period and quantity, as these may differ from the original invoice depending on the reason for the credit.

How to use your credit memo

Credit memos must be recorded as separate accounting items, which ensures clear and compliant financial reporting. The credited amount will not appear directly on the original invoice.

Credit memos are automatically applied to new invoices issued after the credit memo’s date. If the total credit exceeds one invoice, the remaining balance will continue to offset subsequent invoices until it is fully used.

• If you need to confirm which invoices were paid using a credit memo or check your remaining credit balance, you can request a statement of account from the Customer Support team.

How to locate your credit memo

• You can download your credit memos at any time from the Aircall Dashboard. Only the account Owner has access to download these documents.
• Credit memos are also sent via email to the invoice recipient(s) listed on your account.

Credit memos vs. refunds

Important: A credit memo is not proof of a refund.

• If the document number in the top-right corner begins with “CM,” it represents a credit memo only.
• If the document number begins with “CUSTRFND,” this confirms that an official refund has been issued.