Create a Billing Inquiry in GateWay

Describes how to create a billing inquiry for a product on an invoice in the customer access portal.


How to


GateWay Customer, Salesperson


GateWay’s customer access portal



Create a billing inquiry when there is an error or a dispute over the details of an invoice. Your billing inquiry is emailed to the rental company’s billing contact.


Note: You can create a billing inquiry for a single product on an invoice at a time. If you need to create a billing inquiry for multiple products on an invoice, you must submit a separate billing inquiry for each product.

Before You Begin

Required: Internet connection; valid GateWay account; valid login credentials and access permissions; existing invoice



To create a billing inquiry, do the following:

  1. In the customer access portal menu bar, do one of the following:
    1. If you need to create a billing inquiry for an outstanding invoice, navigate to Invoices > Outstanding 
    2. If you need to create a billing inquiry for a non-outstanding invoice, navigate to Invoices > All
    The list of invoices opens in the main area
  2. Locate the invoice you need to create a billing inquiry for then click more options
    The more options drop-down opens
  3. Use the more options drop-down to select Create Inquiry
    The Create Billing Inquiry popup opens
  4. Use the Products drop-down to select the product on the invoice that the billing inquiry relates to
  5. Use the Credit Reason drop-down to select the reason why you are creating the billing inquiry then do one of the following:
    1. Select Unit was down due to a service call if the requested unit was unavailable because it was being serviced or required maintenance
    2. Select Unit was pending pickup or delivery the equipment failed to be delivered or picked up on time
    3. Select Incorrect rate on the invoice if the rental rate on the invoice was incorrect
    4. Select Incorrect discount on the invoice if the discount rate was not what was agreed upon
    5. Select Incorrect products/items on the invoice if the items on the invoice do not match what was agreed upon in the contract
    6. Select Other if your reason does not match any of the above
  6. Type a detailed explanation of the reason for the billing inquiry in the Details field
  7. Click Submit Inquiry
    The billing inquiry is submitted to the rental company
    The billing inquiry is added to the list of billing inquiries in Invoices > Inquiries

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