Some common queries regarding this functionality:
The information on Remittance Advice or Billing Advise are not correct.
The invoice or bills screens are appearing wrong.
Commitments/Credits/Payments are not appearing.
Unable to match an invoice or put on a variation.
Cancelled suspensions still paying or suspended service still paying or billing for.
Service Users ability to pay is not being recognised correctly.
Variations looking incorrect.
Mosaic is clawing back too much or too little.
Rates not appearing correct.
We have separate lines causing us issues.
The above is not an exhaustive list but gives an idea of what might be asked.
This Knowledge Article is for any of the wide-ranging reasons why a Payment or Billing Cycle may not be how you are expecting it to be. It may be down to configuration, or how the worker has worked on the financial information for the service user. It may be down to migrated data, or it may be Mosaic not calculating as it is usually expected.
This knowledge article is to find out and to request the correct information from the onset so that investigations can begin as soon as possible.
Where information on a Payment or Billing Cycle is incorrect, we will need to investigate in the tables what the issue could be and whether it is a correct display or not. Please raise a new case online and reference the title of this article.
When raising please also include:
A description of what the issue is for you and what you were expecting to see.
The affected Cycle ID.
The Invoice ID or Bill ID.
An affected Person ID to use as an example.
A redacted screenshot of the screen or PDF output that is showing incorrect.
A redacted screenshot from another part of the system which is showing differently from the screen or PDF output but is more in line with your expectations.
This could include:
Financial Assessment Results screen.
Care Package screens.
Element and Supplier Configuration.
etc.
Information if applicable about any rate uplifts, new financial assessments that had been made, recent work carried out by our Projects team.
A redacted screenshot is one which removes personally identifiable information (Person names, Addresses etc). Supplier names and service names are permissible in order to investigate.
You may also find more information about certain related issues on other Knowledge Articles titled:
Mosaic: Issues with Remittance Advice or Billing Advise.
Mosaic: Issue with Invoices.
Mosaic: Issues with Variations.
Mosaic: Issues with Suspensions.
Mosaic: Issues with VAT.
Mosaic: Issues with Financial Assessments, FA Forms, Contributions, and Financial Assessment Results screen.
Mosaic: Issues with rates and uplifts.
Mosaic: Issues with finance authorisations.