Invoice Help & FAQ for Agents

It depends on who collected the customer’s payment for the booking. That’s always the first thing to check.

Not sure which applies to you? Check the Payment Method column on your CSV Detailed invoice. It tells you how each booking was paid.

There are three situations. Find the one that matches your bookings:

The detailed questions below explain each situation, with an illustrative example.

You received the customer’s payment directly, so you already hold the money.

Because you collected it, the amount payable by you to Big Red Group is the sale price of the booking less your gross commission. You keep your commission and pay us the rest. On your Detailed invoice these bookings show a payment method such as “Charged to Accommodation Bill”.

We received the customer’s full payment, so we hold the money.

Because we collected it, you’re entitled to your commission. The amount payable by Big Red Group to you is your commission on those bookings (see the next question about discounts).

A discount you fund always comes out of your commission, whether the booking was Cash / Room Charge or Card / Card Online.

• If your discount is less than your commission, it reduces the commission you keep.
• If your discount equals your commission, you keep no commission on that booking.
• If your discount is more than your commission, the extra becomes an amount payable by you to Big Red Group.

Card / Card Online: we pay you your commission less the discount. Cash / Room Charge: you still pay us the sale price less your commission, and any discount above your commission is added to what you owe. The discount you gave appears in your CSV Detailed invoice (it may not show on the PDF, so use the CSV to check a discount).

Some Local Agent accounts have both. We simply work out each part, then net them.

Your Cash / Room Charge bookings can create an amount payable by you to us, while your Card / Card Online bookings can create commission payable by us to you. We combine the two to reach your overall position for the period, either payable by you or payable by us.

In the online reporting portal (reports.experienceoz.online), under “Monthly Agent Invoices”, you can download a Detailed invoice as PDF or CSV any time.

Portal access needs a Local Agent Account. If you only have an Online Account, you won’t have a portal login. You’ll still receive your Summary invoice by email. Just reply to it, or email info@localagent.online if you’d like the detailed breakdown.

Step 1. Log in and choose which account you want to view. You’ll see an option for each account you hold, Local Agent and/or Online:

Step 2. Once you’re in, your dashboard opens. Look for the Monthly Agent Invoices panel (outlined in red below) and download the period you need:

Portal shown as an example with a generic name and blank figures. Yours will show your own organisation and amounts.

The account used by reception, concierge or tour-desk staff who book for customers in person.

Depending on how your account is set up, a Local Agent Account can include Cash / Room Charge bookings, Card / Card Online bookings, or both.

The account used when customers scan your QR code and book online themselves.

Online Account bookings are always Card / Card Online. The customer pays us at the time of booking.

If your Online Account is your only account, you won’t have a reporting-portal login. That’s tied to a Local Agent Account. You’ll still get your Summary invoice by email, and can request the detailed breakdown from info@localagent.online.

The two accounts cover different ways of booking, so you can capture more sales.

The Local Agent Account handles bookings your team makes for customers; the Online Account handles bookings customers make themselves by QR code. Having both helps you maximise bookings and the commission you earn. Not every agent has both.

We send you just one invoice, your Summary invoice. The detailed breakdown sits in the portal for you to view any time.

We issue one official Summary invoice from our accounting system. It nets your account balances into a single figure, either payable by you or payable by us, depending on which side is larger. It’s emailed to the finance/accounts email address you provided when you were onboarded. To change it, see “How do I change who receives our invoices?” under Account & admin.

Behind it, a Detailed invoice is available in the portal for each account you hold, so you can see all the bookings that make up your Summary:

• One account (Local Agent or Online) → 1 Detailed invoice in the portal.
• Both accounts (Local Agent and Online) → 2 Detailed invoices in the portal.

Online-only agents: if your only account is an Online Account you won’t have a portal login, so email info@localagent.online if you’d like the detailed breakdown behind your Summary.

You can download them (PDF or CSV) as soon as your Summary invoice arrives. Your Local Agent balance is usually an amount payable by you to us, and your Online balance is usually commission payable by us to you. We net them into the one Summary.

The Detailed invoices aren’t extra bills. You’re only sent one invoice, the Summary. The Detailed invoices in the portal are simply the breakdown behind it. To confirm they belong together, check that your Summary invoice’s Order ID is made up of the Invoice Numbers from your Detailed invoices:

Illustrative examples with generic details. Look for the Invoice Number on each Detailed invoice, and the Order ID on your Summary invoice. The Order ID is those two numbers together, so you can trace exactly where they line up. Use the Australia / New Zealand switch at the top of the page to see your region’s tax details. Your invoices come from the BRG entity that bills your account, so the entity name and ABN/NZBN may differ from this example.

Yes, where it applies. GST of 10% on your invoices.

The GST is shown on your invoice, along with our tax registration:

• Australia: our ABN is shown on the invoice (GST 10%).
• New Zealand: our GST number is 137 935 821 (GST 15%).

For anything unusual about GST, please contact Finance.

Plain-English meanings for the words you’ll see on your invoices.

Gross commission

The commission you earn on a booking, before any discount you give the customer.

Net payable

The amount for a line after commission (and any discount). Positive = you pay us; negative = we pay you.

Cash / Room Charge

The customer paid you directly, or it was charged to their accommodation, so you collected the money.

Card / Card Online

The customer paid us directly, usually through the online card payment link.

Summary invoice

The one official invoice we email you each period. Your accounts netted into a single figure.

Detailed invoice

The booking-by-booking breakdown behind your Summary, downloadable from the portal (PDF or CSV).

Order ID

A reference on your Summary invoice made up of your Detailed invoice numbers, so you can match them.

Local Agent Account

Bookings your team makes for customers in person (reception, concierge, tour desk).

Online Account

Bookings customers make themselves by scanning your QR code.

Agent provided discount

A discount you chose to give the customer, funded out of your commission.

Voucher

The ticket or confirmation issued to the customer for a booking.

GST

The tax shown on your invoice. 10% for Australian agents, 15% for New Zealand agents.

Within 1–3 business days after the end of your billing period, whether you’re billed bi-monthly or monthly.

It depends whether you’re billed bi-monthly or monthly.

• Bi-monthly: the 1st period is the 1st to the 15th; the 2nd period is the 16th to the end of the month.
• Monthly: the 1st to the last day of the month.

The due date is shown on the official invoice we issue to you.

Bank details are printed on your invoices.

You’ll find them on both your Detailed invoice in the reporting portal (the download button is labelled “Itemised”) and on the Summary invoice we send you. Please quote your invoice number as the payment reference so we can match it quickly.

Want to confirm the correct bank details before you pay, for example to be sure you’re paying to the right brand? Email finance@thebigredgroup.com.au and we’ll confirm them for you.

Send us your remittance advice and we’ll allocate the payment.

Please email your remittance to finance@thebigredgroup.com.au so Finance can identify and allocate the payment correctly.

Because the Summary invoice nets your accounts together, so it won’t always match a single Detailed invoice.

If you have both a Local Agent Account and an Online Account, download the Detailed invoice for each from the portal. We net those balances into one Summary invoice showing the amount payable by you or payable by us, so the total may not match either Detailed invoice on its own.

Your latest Detailed invoices are in the portal; for older ones or the Summary invoice, just ask Finance.

The portal holds your 6 most recent Detailed invoices to download (PDF or CSV). For an older Detailed invoice, or another copy of the official Summary invoice, email finance@thebigredgroup.com.au.

It depends on how the booking was paid.

• Cash / Room Charge: you keep your commission automatically. It’s already deducted from what you owe us, because you collected the customer’s payment.
• Card / Card Online: commission is generally paid on the second Thursday of the following month.

If a particular invoice or account looks different, please check with Finance rather than assuming.

To the bank account you provided when you were onboarded.

You provided your bank details during onboarding, and our team records them against your account. We then pay your commission to that account. If your bank details change, or you’re not sure what we have on file, contact Local Agent Support at info@localagent.online to update them.

You will also need to send bank confirmation showing the new details, for example a bank statement, bank letter, or account confirmation. It should show the BSB, account number and account name.It should show the bank, branch, account and suffix numbers, and the account name.

A negative Detailed invoice generally means we owe you commission for that period.

This is before any netting with your other account. Once netted into the Summary invoice, your overall position may change.

Cancellations are adjusted in the period the cancellation is processed, not the original booking period.

For example, if a booking made in July is cancelled in August, the cancellation adjustment appears on your August invoice.

Because of this timing, the original invoice remains payable in full. Please still pay it on time. The cancellation flows through as a separate adjustment in the month it’s processed.

Confirm the cancellation with the supplier first, then lodge it in the Local Agent Portal, or email us the details.

Always confirm the cancellation with the supplier first. Cancellations follow the supplier’s terms and conditions. Once they’ve agreed, your team can process cancellations and partial refunds (for example, $20 back to the customer on a $100 booking) directly through the Local Agent Portal. If the customer paid by card, use the “Request Refund” button on the portal dashboard. For step-by-step help, see the Local Agent Training Manual and Partial Refund Guide included in your onboarding kit (Can’t find them? Contact info@localagent.online).

Prefer us to handle it? Email the booking and refund details to info@localagent.online and we’ll adjust it correctly.

It depends on the type of query.

• Booking queries or commission percentage questions: your Business Development Manager or info@localagent.online.
• Other invoice clarifications not covered here: finance@thebigredgroup.com.au.

These are product queries, so our Supply Partners team can help.

For product issues, such as a product not showing or an error when you try to book one, email supplypartners@thebigredgroup.com.au.

Email your request to Finance.

Send the PO details to finance@thebigredgroup.com.au and they’ll confirm what’s possible.

Let Finance and your local agent team know the new recipient.

Email the updated recipient details to finance@thebigredgroup.com.au and info@localagent.online.

For portal logins and access, contact the local agent team.

Email info@localagent.online for any login or access questions on the portal.