Published 7/10/25
We’ve made a major upgrade to the invoice search experience on your virtual bill pay site—available to all customers by July 31, 2025—designed to make things easier for both your customers and your team.
With new partial match search logic, your customers can now find their invoices even if they mistype an address, use a nickname, or enter information in a slightly different format. That means fewer dead ends and more successful self-service payments. Whether it’s “123 Main Straat” or “123 Man Street,” the system understands what they meant and surfaces the right invoice—fast.
We’ve also added clearer, more helpful messages where applicable when a search doesn’t return results. Instead of a generic error, customers now get specific guidance on what went wrong and how to fix it—making it easier to adjust their search, find the right invoice, and avoid the need to call for help.
Before: the same generic error message is shown to all customers regardless of the reason for the error.
After: Now, the error message indicates the field causing the search error to help users better understand the outcome of their search and take appropriate action to successfully find their invoices.
These enhancements are designed to help reduce call volume and support tickets related to invoice lookup issues. That means your team spends less time troubleshooting and more time on high-value work—while your customers enjoy a smoother, more intuitive experience that encourages self-service.