Requesting a company name correction on a Responsive invoice

Overview

If the company name on your Responsive invoice does not match your official registered company name, you can request a correction. This is commonly needed when:

• Your organization has undergone a name change or rebranding.

• Your Accounts team can't process payment because the invoice company name does not match your official records.

• An invoice is issued under a trading name or subsidiary name rather than the legal entity name required for payment processing.

Invoice corrections are handled by your dedicated Account Manager (AM), Customer Success Manager (CSM) and Accounts Receivable (AR) team – the Support team facilitates the process but does not directly modify billing records.
Note: If you're unsure who your Account Manager or CSM is, the Support team can identify them for you.

Requesting a company name correction on a Responsive invoice

1. Email the Responsive Support team at support@experience.responsive.io with the following information:

   • Your current company name as shown on the invoice.

   • The correct legal company name that should appear on the invoice.

   • Any supporting context (such as the reason for the discrepancy) and the urgency of the request (a payment deadline is approaching, for example).

2. The request is forwarded to your dedicated AM and CSM; they update your company name in our billing system and our AR team reissues or corrects the invoice accordingly. Once you receive the corrected invoice, contact the Support team to let them know everything looks correct.