Billing a Customer for Lost or Damaged Toner
How to charge a customer when they lose or damage their own toner cartridge, instead of using shared warranty/inventory stock.
Two kinds of toner replacement
Most toner replacements are warranty/inventory — covered by your existing stock or supplier agreement, at no extra cost to the customer. But when a customer loses a cartridge or damages one through misuse, that's not a cost you should absorb.
Chargeback billing
From a printer's detail page, open the Fulfillments tab and use Order Replacement (Chargeback). Pick the toner color and a reason (lost, damaged, or other), add optional notes, and submit.
This immediately orders a replacement — using shared stock if it's available and not already contended for (see Toner Allocation Queue for what happens when it's contended), or a fresh supplier order otherwise — and, if the printer's company has billing configured, raises an invoice for the replacement cost automatically.
Who can see the Fulfillments tab: reading fulfillment history and ordering a chargeback replacement is restricted to managers, super admins, administrators, and accounts roles. Other roles can still see the printer's telemetry and toner levels, just not the fulfillment/billing detail.
Where to go next
Was this article helpful?