Resolving an Invoice and PO Mismatch with Finance and Suppliers.
English for Office Administrators. Lesson 5.
An invoice arrives and Finance flags it: the amount does not match the purchase order, and the delivery note is missing. This is where admin English needs to be factual, precise and calm. In this lesson you practise comparing key fields across documents and describing the discrepancy clearly, without blame. You will work with a PO summary, an invoice extract, and a delivery note snippet. You will practise the language of evidence: line items, quantities, totals, VAT, dates, and references. You will also practise contacting a supplier or service provider to request the missing document and agree what happens next (credit note, corrected invoice, or confirmation that the PO should be amended). By the end, you will be able to produce a short discrepancy summary for Finance, and you will be able to set the next step with clear ownership and a realistic timeline.
1. Finance flags the invoice: what exactly doesn’t match?.
Right, let’s step into a very real Accounts Payable moment. An invoice has arrived, and Finance has flagged it as a mismatch, so the payment is on hold. Your job is not to guess or apologise. Your job is to compare what you can see, describe the issue factually, and decide what evidence is missing.
In this lesson we’ll stay with one case from start to finish: one purchase order, one invoice, and missing delivery proof. I’m going to show you a PO summary and an invoice extract on screen. As you read, look for three things: references, numbers, and dates. References are your anchors: PO number, invoice number, supplier name. Numbers are your risk area: quantities, unit price, totals, VAT. Dates help you understand what was delivered and when.
After this block, you’ll answer a few very practical questions, the same ones Finance would ask: What is different? Where is the evidence missing? And what do we need to request next to move the case forward?
The situation (same case for the whole lesson).
You work in an admin/AP support role. Finance has put an invoice on hold because it does not match the PO, and there is no delivery note on record.
Your main skill here is clean comparison + factual wording. That means:
You do not blame anyone.
You do not write “It’s wrong” with no detail.
You do write: what you checked, what differs, and what you need next.
Document comparison: a simple method that works.
When you compare documents, move in a fixed order:
References: Supplier name, PO reference, invoice number.
Line items: Description, quantity, unit price.
Totals: Subtotal, VAT, grand total.
Dates: Invoice date, delivery date (if available).
This keeps you calm and consistent, especially when someone is chasing payment.
PO summary vs invoice extract (case file).
Below are the two snippets Finance can see right now.
Field
Purchase Order (PO)
Invoice
Supplier
NorthStar Office Supplies Ltd
NorthStar Office Supplies Ltd
PO reference
PO-78421
PO-78421
Invoice number
(not on PO)
INV-55910
PO date
02 Oct 2025
(not relevant)
Invoice date
(not relevant)
10 Oct 2025
Payment terms
Net 30 days
Net 30 days
Line items.
PO-78421
Line 1: Ergonomic keyboard (Model EK-200), Qty 10, Unit £42.00
Line 2: USB-C docking station (Model DockPro-7), Qty 5, Unit £119.00
INV-55910
Line 1: Ergonomic keyboard (Model EK-200), Qty 10, Unit £42.00
Line 2: USB-C docking station (Model DockPro-7), Qty 7, Unit £119.00
Totals.
PO subtotal: £1,015.00
Invoice subtotal: £1,253.00
VAT (20%): £250.60
Invoice total: £1,503.60
What you can already say (example wording).
You can already write one strong factual sentence:
> “We’ve noticed a mismatch between the invoice and the PO: the invoice shows 7 docking stations on line 2, but the PO shows 5, so the invoice total is higher.”
Next, you’ll confirm details with short questions, and you’ll request missing evidence (the delivery note) so Finance can decide the correct action.
Practice & Feedback
Answer the questions below in full sentences. Imagine you are replying to a Finance colleague who asked: “What’s the issue here?”
What is the main mismatch (be specific about the line and the numbers)?
Is the invoice total higher or lower than the PO subtotal?
What key document is missing, and why is it important?
Keep your tone neutral and factual. Use at least 3 sentences. Try to use one phrase from the lesson, such as “We’ve noticed a mismatch…” or “At the moment, Finance has put this invoice on hold.”
Quick reminder: the key facts.
PO-78421 line 2 quantity: 5 DockPro-7
Invoice INV-55910 line 2 quantity: 7 DockPro-7
Invoice subtotal: £1,253.00
PO subtotal: £1,015.00
Delivery note: not on record
2. Listening: a Finance message asking for evidence.
Now we’ll add a realistic pressure point: a short message from Finance. In many offices, Finance won’t write a long email. They’ll send a quick Teams note: “Can you check this?” Your job is to listen for what Finance needs, then translate that into clear admin actions.
As you listen, don’t try to write every word. Instead, listen for four things: the reference numbers, what exactly is blocked, what evidence is missing, and what deadline or urgency is mentioned. In B1 to B2 admin English, accuracy matters most with references and numbers. One wrong digit can send the case to the wrong file.
After the audio, you’ll write a short, factual summary in your own words. Aim for calm, professional language that shows you understood the request and that you’re taking the next step. This is the kind of message that makes Finance trust you: clear, traceable, and action-focused.
What Finance usually wants from you.
When Finance flags an invoice, they are typically checking whether it can be matched across three things:
PO (what was ordered and approved)
Invoice (what is being charged)
Delivery evidence (what was actually received)
If one piece is missing, Finance often puts the invoice on hold. That is normal and policy-aligned.
Listening focus: catch the “action request”.
In the audio message you’re about to hear, Finance will do two things:
State the problem (mismatch + missing evidence)
Ask you to do something next (request a document, confirm a reference, agree a next step)
Don’t worry about sounding “perfect”. The key is to show you can create a clear audit trail:
what Finance said
what you checked
what you will do next
Useful phrases for your reply (keep them short).
Here are a few strong, reusable chunks that fit this situation:
“At the moment, Finance has put this invoice on hold.”
“We’ve noticed a mismatch between the invoice and the PO.”
“Could you send the delivery note for this order?”
“Once we have the supporting document, we can proceed.”
Mini tip: how to mention numbers safely.
When you write your summary, include:
PO reference: PO-78421
Invoice number: INV-55910
And then describe the mismatch in one clean sentence. Avoid emotional words like “mess” or “crazy”. Keep it factual.
Practice & Feedback
Listen to the Finance message. Then write a short internal reply (4–6 sentences) as if you are answering in Teams.
Include:
the PO reference and the invoice number;
one sentence describing the mismatch (line item + quantity);
one sentence stating what is missing (delivery note) and what you will do next;
a realistic timeframe (for example: “today”, “by close of business”, “once received”).
Use neutral, professional language. Try to include at least two phrases from the list on screen.
3. Writing to the supplier to request the missing document.
Good. Now that you’ve identified the mismatch and heard what Finance needs, your next move is usually the supplier. This is where tone matters: you want to be clear and firm, but not aggressive, because you still need their cooperation.
A strong supplier message does three jobs. First, it names the case clearly with references, so the supplier can find it quickly: invoice number and PO reference. Second, it states the discrepancy as a fact, not an accusation. Third, it asks for a specific action: send the delivery note, confirm which PO they used, and confirm what they will do next if the invoice needs correction.
Notice the wording: “Could you…?” and “Can you confirm…?” Those are polite, but they still get you the information. Also, avoid vague requests like “Please advise”. Instead, ask for the exact document and a clear next step. In the task below, you’ll draft the email you would send today.
Supplier contact: what “good” looks like.
When you contact a supplier about a mismatch, your goal is to move the case forward with evidence. That means your message should be:
traceable (references included)
specific (what you need, not “any info”)
neutral (no blame)
time-aware (a clear request for when you need it)
Model email (annotated).
Subject: Request for delivery note and invoice clarification (INV-55910 / PO-78421)
Hello NorthStar Team,
We’ve noticed a mismatch between the invoice and the PO for PO-78421 / INV-55910. The invoice total is higher than the PO total, and line 2 quantity appears to differ.
Could you please send the delivery note for this order and confirm what quantity was delivered for the DockPro-7 docking stations?
At the moment, Finance has put this invoice on hold pending delivery evidence. Once we have the supporting document, we can proceed and confirm the next step. If the invoice needs to be corrected, would you be able to reissue a corrected invoice, or do we need to request a credit note?
Thanks in advance. I’ve included the details below for your reference.
Kind regards,
[Your name]
Useful building blocks (choose the right ones).
“We’ve noticed a mismatch between the invoice and the PO…”
“Could you send the delivery note for this order?”
“Can you confirm which PO reference you used?”
“Once we have the supporting document, we can proceed.”
“Please confirm the next step from your side.”
Quick checklist before you hit send.
Read your email and check:
Are the references correct (PO + invoice)?
Did you specify exactly what document you need?
Did you ask for the supplier’s next step?
Is your tone calm and professional?
Practice & Feedback
Write an email to the supplier (NorthStar Office Supplies Ltd). Keep it to 120–170 words.
Your email must include:
the references PO-78421 and INV-55910;
a factual description of the discrepancy (line 2 quantity mismatch and invoice total higher);
a clear request for the delivery note;
one additional clarification question (for example: which PO reference they used, or what quantity they delivered);
a polite request for the supplier’s proposed next step (corrected invoice or credit note).
Use a professional greeting and closing. Keep the tone neutral: no blame, no emotion.
Supplier contact details (for realism).
NorthStar Office Supplies Ltd
Accounts Receivable: ar@northstar-office.co.uk
References to include.
PO: PO-78421
Invoice: INV-55910
Facts you can safely state.
Invoice total is higher than the PO total.
Line 2 quantity differs (DockPro-7).
Finance has the invoice on hold pending delivery evidence.
4. Chat simulation: supplier replies and you agree next steps.
Let’s turn this into a quick live-style chat, because very often the supplier replies in a short, informal way, especially if you contact them through a portal or Teams-like chat. The skill here is to keep control of the thread: confirm the key facts, ask one question at a time, and close with a clear next step and ownership.
In this scenario, the supplier is going to answer, but not perfectly. They might say they delivered seven units, or they might say they can’t find the delivery note immediately. Your job is to stay factual and move towards one of three outcomes: they send the delivery note; they issue a corrected invoice; or they issue a credit note.
While you chat, keep using reference anchors: PO-78421 and INV-55910. And when you agree an action, add a timeframe: today, by close of business, or within two working days. That’s what makes your admin communication reliable.
In the activity, you’ll write your messages in a chat format. I’ll then respond as the supplier and you’ll see how your wording affects the clarity of the outcome.
How to handle supplier chat without losing the thread.
Chat messages tend to be short. That’s fine, but you must still be precise.
In a mismatch case, you want your chat to follow a simple pathway:
Confirm the case (PO + invoice)
State the mismatch in one sentence
Request the missing evidence (delivery note)
Offer the decision options (corrected invoice / credit note / PO amendment)
Close the loop (who will do what, by when)
Model mini-chat (what “good” looks like).
You: Hi, thanks for coming back to me. This is regarding INV-55910 / PO-78421.
Supplier: Yes, I can see it. What seems to be the issue?
You: We’ve noticed a mismatch between the invoice and the PO. Line 2 quantity on the invoice is higher than the PO. Could you send the delivery note and confirm what quantity was delivered?
Supplier: I’ll check. If we delivered 7, do you want us to reissue?
You: Thanks. If delivery was 5, we’ll need a corrected invoice. If delivery was 7, we’ll need to confirm internally whether the PO should be amended. Either way, please share the delivery note first so Finance can proceed.
Language that keeps it professional.
Notice the difference:
Less helpful: “This invoice is wrong. Fix it.”
Better: “The total on the invoice is higher than the PO total. Could you confirm the delivered quantity and share the delivery note?”
Your aim in the simulation.
By the end of your chat you should have:
the supplier committed to sending the delivery note (or explaining when they can)
a clear next step (corrected invoice / credit note / internal PO check)
a timeframe
Practice & Feedback
Write your side of a short chat with the supplier. Use 6–8 chat lines (each line can be 1–2 sentences).
Situation: The supplier has replied briefly and is waiting for your direction.
Your chat lines must:
include INV-55910 and PO-78421 at least once;
state the mismatch (line 2 quantity) in one calm sentence;
ask for the delivery note;
ask the supplier what they will do next (corrected invoice or credit note) after they confirm delivery;
end with a clear timeframe (for example: “by close of business today”).
Write only your messages (do not write the supplier’s messages).
Supplier’s last message (you are replying to this).
“Hi. I can see INV-55910 on our side. We delivered the order last week. What do you need from us?”
5. Update Finance: status, options and a realistic timeline.
Now you need to bring Finance back into the loop. This is where many admin messages become too vague: “I’m looking into it.” That doesn’t help. Finance needs a decision-ready update with evidence, status, and what happens next.
A strong Finance update is usually three parts. First, confirm what you checked, using references. Second, state the current status: on hold, pending delivery note, awaiting supplier confirmation. Third, give the next step with ownership and timeline: you’ve requested the delivery note; supplier will respond; once received, Finance can decide whether to request a corrected invoice or a credit note.
Also, be careful with promises. Don’t promise payment dates when the invoice is on hold. Instead, use conditional language: “Once we have the supporting document, we can proceed.” That keeps you professional and protects you.
In the task below, you’ll write a short Teams update to Maya in Finance. Keep it crisp, but detailed enough to be useful if someone audits the case later.
Finance updates: the “three-line” structure (with enough evidence).
Finance colleagues are busy. They need quick updates that still contain the essentials.
A very effective pattern is:
What’s the issue (evidence-based)?
What have you done (action taken)?
What happens next (owner + timeline)?
Model update to Finance (Teams style).
Maya, quick update on INV-55910 / PO-78421:
We’ve noticed a mismatch between the invoice and the PO: line 2 quantity is higher on the invoice, so the invoice total is higher than the PO total.
I’ve requested the delivery note and delivered quantity confirmation from NorthStar.
At the moment, the invoice will remain on hold. Once we have the supporting document, we can proceed and confirm whether we need a corrected invoice or a credit note. I’ll update you by close of business today.
Why this works.
This update is strong because it is:
traceable: references included
factual: no blame, just checked facts
action-focused: what was done, what’s next
time-aware: realistic timeframe, not a promise to pay
Optional: add one decision question.
If you want to be proactive, you can add:
> “If the delivery note confirms 7 units were delivered, do you want me to ask Procurement to confirm whether the PO should be amended?”
That turns your message into decision-ready communication.
Practice & Feedback
Write a Teams update to Maya in Finance (6–9 lines). Your aim is to be decision-ready.
Include:
the references INV-55910 and PO-78421;
one line describing the mismatch (line 2 quantity; total higher);
one line stating what you have done (requested delivery note / confirmation);
one line stating the current status (invoice on hold);
one line with a realistic timeline (for example: “I’ll update you by close of business today”);
one optional line asking a decision question (corrected invoice vs credit note vs PO amendment).
Keep the tone calm and professional. Do not overpromise payment.
Phrases you can reuse.
“At the moment, Finance has put this invoice on hold.”
“Once we have the supporting document, we can proceed.”
“Would you be able to reissue a corrected invoice?”
“If needed, we can request a credit note.”
Key facts.
Invoice: INV-55910
PO: PO-78421
Issue: line 2 quantity differs; invoice total higher
Missing: delivery note
6. Capstone: write an internal discrepancy summary for Finance.
Time to finish the case in a way that would stand up to audit. In many organisations, it’s not enough to send a few messages. You also need a short discrepancy summary that can be added to the invoice record or workflow notes. This is your evidence trail: if someone asks in three months, “Why was this invoice delayed?”, your note answers it.
A good discrepancy summary is not a long story. It’s a structured snapshot: what documents you compared, what mismatch you found, what evidence is missing, and what action has been requested. It should also include ownership and timeline, so the next person can continue without rechecking everything.
In this final task, you’ll write the note as if you’re updating the system record for INV-55910. Use the facts from our documents. Keep the tone neutral, include references, and make your next step crystal clear. Aim for clarity over complexity.
When you’re done, I’ll give you feedback and an upgraded version you can reuse in real work.
Discrepancy summary: what to include (audit-friendly).
This is your internal note for Finance or the workflow tool. Think of it as a “mini report” that helps the next person act quickly.
Compared PO-78421 to INV-55910 from NorthStar Office Supplies Ltd. Invoice total is higher than PO total due to a line 2 quantity mismatch (PO: 5 DockPro-7; Invoice: 7 DockPro-7). Delivery note is not on record, so Finance has placed the invoice on hold pending delivery evidence.
Action taken: supplier contacted to request delivery note and delivered quantity confirmation. Next step: once delivery evidence is received, confirm whether supplier will reissue a corrected invoice or provide a credit note (or confirm if PO amendment is required). Update due by COB today.
Mini-rubric for your own check (before you submit).
Ask yourself:
Did I include both references (PO + invoice)?
Did I describe the mismatch with numbers (5 vs 7)?
Did I avoid blame and keep it factual?
Did I state the status and next step clearly?
Did I include an owner and timeline?
In the activity below, you’ll write your own note. You can use the model as inspiration, but write it in your own words.
Practice & Feedback
Write an internal discrepancy summary note to attach to the invoice record. Aim for 140–190 words.
Write it as a single note with a clear heading. Include:
supplier name;
INV-55910 and PO-78421;
what you compared (PO vs invoice; delivery evidence missing);
the exact mismatch with numbers (line 2 quantity 5 vs 7; invoice total higher);
current status (on hold);
action taken (requested delivery note);
next step options (corrected invoice / credit note / PO amendment depending on delivery confirmation);
a realistic update timeline.
Keep the tone factual and audit-friendly. No blame, no long story.
Case file recap (use these facts).
Supplier: NorthStar Office Supplies Ltd
PO: PO-78421
Invoice: INV-55910
Line 2 item: USB-C docking station (DockPro-7)
PO line 2 quantity: 5
Invoice line 2 quantity: 7
Invoice total is higher than PO total
Delivery note: not on record
Status: Finance has the invoice on hold pending evidence
