Understand a customer statement

A statement records an account's activity or position for a period. It is not a receipt for a single payment. The business you deal with may prepare it in Qcom or supply a statement from another account system.

Check your address

A statement generated in Qcom uses the residential address recorded on your contact profile, when one is available. It does not use a saved delivery location. Ask the business to correct your residence if it is wrong. A correction to your profile does not alter a statement already issued. Statements supplied by another system retain the details in that original document.

Read the dates and balances

On an activity statement:

• Period is the range of dates covered.
• As at is when the information was recorded. Later activity may not appear.
• Opening balance is the balance before the period's activity.
• Closing balance includes the activity shown on this statement.
• Document reference identifies this particular copy when you ask for help.

For an invoice statement, a positive closing balance is the amount still owed. Payments appear when they have been applied to invoices. A refund does not, by itself, reopen an invoice. Statements supplied by another account system may use a different layout or show other information, such as investment values.

Open or share a statement

Use the download link the business sent you. Keep the PDF somewhere private: it can contain account details.

For workspace staff: preparing a statement does not automatically send it to the customer. Your team decides when and how to share it.

If a link no longer opens, ask the business for a current link. The document reference helps identify the copy, but it does not give anyone access to it.

Corrected statements

A correction creates a new copy. It does not silently change the PDF you already downloaded. Links to the replaced copy may stop working. Use the corrected copy and quote its document reference when asking about it.

When a statement is missing or looks wrong

• It is not ready: ask the business when your statement will be available.
• A payment is missing: check the period and the time shown under As at. Ask the business whether the payment has been applied to the relevant invoice.
• The account or balance looks wrong: do not share the statement. Give the business its document reference and explain what needs checking.
• The supplied PDF has no document reference printed on it: quote the account reference and period instead. PDFs supplied by another system keep their original contents.

For a payment receipt, see Find a receipt reference.

Answer a statement request with a PDF

Workspace staff can open the customer's Documents and links and find Statement requests. On mobile, this section is in the customer's overview. Check the account and requested dates, choose Upload statement, then select a PDF no larger than 5 MB. Check that its contents belong to that customer and account before confirming. You need document editing access to upload.

An accepted upload is still being prepared. Use Refresh requests to check progress. If preparation stops, Retry preparation retries the same accepted file. A different PDF cannot silently replace a file already accepted for that request. Ask the team managing statements to review a wrong file.

When the statement is ready, Qcom sends a secure link in the conversation where the customer requested it. The customer's access rules still apply. If identity verification is needed, the conversation explains that next step. A statement being ready does not prove the message reached the customer; delivery retries keep the same request and destination. Qcom does not switch to another contact or channel when the original conversation is unavailable.