Item price displaying incorrectly on Invoice PRINT & EMAIL - but Item price is Correct

sushiforschools

Item price displaying incorrectly on Invoice PRINT & EMAIL - but Item price is Correct on the Invoice template I called support and they said this is a Glitch that can only be fiexd by reporting on this group

I cannot send invoices to my customers! HELP PLEASE

Rav

Morning @sushiforschools

In comparing your screenshot vs the PDF invoice, it looks as though there's a variance in the 2024MARROLL item price.

Is this a new occurrence? ie. do your previous invoices that include this specific item show the item price as $3.30 on the PDF invoice?

Also, is it only affecting this specific item? Or do you have other items that also exhibit the same behaviour on an invoice?

sushiforschools

I now realise its happened before - refer Invoice INV0708 25/9/24 - its happened with all lines

It seemed to start when I started using recurring transactions

Rav

Thanks for that @sushiforschools, it looks really strange.

Did you make any changes to item pricing recently when you created your recurring transaction templates?

I notice that you don't have any recurring transactions currently active, does that mean the invoice from your opening post (INV0763) was created manually? ie. not as a recurring invoice

sushiforschools

INV0763 I have posted here as an example of a past occurrence. It was created from recurring, but I am sorry I needed to invoice my customers so to avoid confusion I deleted all of my recurring.

at that time - I was not thinking of how you would trace the problem - but needed to invoice my customers to get PAID

also - no problems since by just adding invoices - so I think the problem was related to recurring - but they are gone as I can't have this disruption to my billing cycle

Rav

Totally fair enough, thanks for that @sushiforschools

Ok, what I've done is put the details of this together into a case and sent it over to our Reckon One product development team to investigate.

I may need to come back to you if they need more info but I'll keep you posted.

Cheers!

Rav

Hi again @sushiforschools

My dev team have been investigating the issue you were encountering this afternoon however unfortunately, there weren't able to reproduce this in their test book.

They wanted to know if you would be ok with them adding some data into your Reckon One book just for testing purposes only so they can observe the item price behaviour. Any data will be removed immediately upon the conclusion of their testing.

I'll wait to hear from you before we do anything.

Cheers

Rav

Hi @sushiforschools

Just checking in, I can see that you've added the disagree reaction above which is totally ok. Can I just confirm that you're not comfortable with the dev team testing your book?

Absolutely no pressure at all, just let me know and I'll advise the devs.

sushiforschools

oops - didnt even realise I did that -

I agree for reckon to look

also - look at todays recurring order Term 4 Sydney girls - its a new one that I started after the past problem and its happened again - so I would be very grateful if you could find out why

sushiforschools

ALSO - i had to fix that transaction - so I could send to my customer and I fixed by changing "Amounts *" to non taxed - save then reverting to Gst SAVE and then the glitch is gone

sushiforschools

any progress on this problem as its still happening

Rav

Hi @sushiforschools

Really sorry for the delay its taken with this, the case is currently with our dev team to investigate a little closer. They conducted some initial testing and weren't able to replicate the same behaviour in their test books so are going to look into this a bit more.

I'll let you know as soon as I hear back from the team.

Rav

Hi @sushiforschools

I've just sent through a new access request to your book. It will come through as a separate email. Can you please take a look when you have a chance and grant access. Our devs are working on your case and would like to conduct further testing.

Cheers

Rav

Hi again @sushiforschools

My devs are making progress on this and have tracked down 39 invoices that are currently affected by what you've reported.

INV0330
INV0356
INV0381
INV0401
INV0606
INV0624
INV0660
INV0661
INV0662
INV0679
INV0680
INV0681
INV0682
INV0689
INV0690
INV0691
INV0692
INV0693
INV0694
INV0695
INV0700
INV0701
INV0702
INV0703
INV0704
INV0705
INV0706
INV0707
INV0708
INV0709
INV0710
INV0711
INV0716
INV0720
INV0721
INV0759
INV0760
INV0762
INV0883

They're working on a solution at the moment and would like to confirm that you'd like it to apply to all 39 of these invoices or just a select few?

Let me know when you can

Cheers

sushiforschools

apply to all

as long as total are not affected (which they shouldnt be)

great to hear you have identified the problem as I would like to use this feature in future once resolved

Rav

Hi @sushiforschools

The dev team have actioned a fix for your book. Can you please check over the existing invoices that you noticed exhibited this issue and confirm if they're now showing correctly for you?

Look forward to hearing from you

Cheers

sushiforschools

Hi Rav

can you check new invoice

Tax Invoice INV0949

which is the only customer I have left on recurring - this new transaction is displaying the same problem I reported - can you look into and advise

Rav

Thanks for that @sushiforschools

Let me get that checked by the dev team.

Rav

Hi @sushiforschools

The dev team have let me know they've deployed a fix for any new invoices created with the recurring invoices functionality moving forward.

In regard to the existing invoice, such as INV0949 and any other invoices created by recurring invoices prior to today if you follow the below steps it should fix it for that particular invoice as well.
1. Open the invoice.
2. Delete the line item and save.
3. Re-add the line item and save.

For any new recurring invoices you create, the display of what appears within the software vs the printed/emailed invoice should be correct.