If you notice duplicate lines for the same service user on a payment or billing cycle, you can run a check in Mosaic.
Check the duplicate invoices/bills separately to see which purchase order IDs they're linked to. If each duplicate is tied to a different purchase order ID, this likely explains what looks like a duplicate but is actually Mosaic working as expected.
If you're getting duplicate lines but with the same purchase order, please raise a new case online and reference the title of this article. Please include:
The cycle ID affected.
Screenshot of the affected line, redacting any service users names.
The corresponding person IDs affected.
If the duplicate lines carry separate purchase order IDs but cause issues with your interface file loading into your corporate system, you may need to submit a change request so your interface can handle the different scenarios.
In this case, raise a new case online and reference this article’s title, including what you need the change to do. The service team can make sure your request goes straight to the right people.