Customer payment has applied incorrectly causing an underpayment of the invoice

Morning all

I have an issue whereby a customer payment has applied incorrectly causing an underpayment of the invoice. I have tried deleting it and redoing, but it keeps applying the underpaid amount.

When i go to customer payment it is showing at the bottom of the screen an available credit of the same amount the invoice has been underpaid.

How do I get to this credit, as I don't know what it is.

Accepted answers

All comments

Acctd4

Hi @JO-ANNE_7327707

Have you tried rebuilding the file ? Run the Rebuild THREE times (from the File dropdown menu > Utilities)

For some reason THREE rebuilds can fix a lot of issues 😬

I’d also check the Invoice History to see what else is linked to it 🤔

Datarec

Hi @JO-ANNE_7327707

Please confirm whether your invoice has any lines that have negative amounts as that may be contributing to the issue.

JO-ANNE_7327707

hello no it doesn't.

JO-ANNE_7327707

Hello I have just realised, there is a negative amount on the customer invoice.

How do I rectify this error.

I have done a rebuild on the file.

How do I locate this credit note?

Kris_Williams

Are you able to deduct the negative amount from a positive figure using the description column to make a note, then delete the negative line. See if that helps

JO-ANNE_7327707

Morning Kris

I can't as it an invoice with income and expenses on it to the customer.

I've done the rebuild twice and it hasn't worked. I'll do another one. Otherwise I'm going to have do a work around. There is clearly a glitch somewhere.

Kris_Williams

could you remove the negative line and enter that as a credit?

JO-ANNE_7327707

no as it is part of the expenses.

Kris_Williams

But wouldn’t a credit note have the same effect as a negative on an invoice? Using the same item

JO-ANNE_7327707

I'll look into it.

It's just very frustrating.

Kris_Williams

yes I understand, I have had to do many of these types of work arounds over many years.

JO-ANNE_7327707

Yes I've applied credits before but I've just tried to apply this credit but it won't.

I've gone into the customer payment, highlighted the customer invoice number and clicked credits in the bottom right corner, applied it and selected done. Gone back into the customer payment and the credit is still showing as being outstanding.

This is painful.

Linda ABC

Hi there, 2 questions...are you using mixed tax codes? Ie does the expense line have an exp tax code like NCG? And is the tax total positive or negative? Either or both of these instances will cause your problem with applying the payment..

To fix.. 1. Create an adjustment note to record the expense line. 2. Delete the expense line from the invoice...3.. delete the original payment...enter it again after applying the credit to the invoice.

Cheers Linda

JO-ANNE_7327707

Well I've deleted the payment and the invoice, re-entered it all. Applied the payment to the invoice and the credit is still appearing.

JO-ANNE_7327707

Hello Linda

yes there is two different GST codes, one is GST and the other Fre. But this can happen regularly.

I have deleted it all, reentered it all.

Entered another invoice for the credit amount, paid customer invoice, the credit then applied itself to the original invoice.

I can't work it out, but it looks like it has cleared it.

So whatever happened in the background, it looks like it has fixed itself. Hopefully.

JO-ANNE_7327707

However, I've just looked at the invoice again and it is showing the underpaid amount as owing.

I'm over this. This is ridiculous.

Kris_Williams

feel free to call me

0415 940843

JO-ANNE_7327707

Hi Kris

I have had to delete every part of the transaction and reenter it several times.

Had to give it a new invoice number.

It seems to have rectified.

There is obviously a glitch in this somewhere.

Datarec

Hi @JO-ANNE_7327707

Good to hear that the issue has been resolved.

Use the Credit Memo (Adjustment Note) transactions instead of adding negative line items in an invoice for items that refer to expense accounts.

Linda ABC

Glad its resolved - for my clients who have this scenario often - eg farmers where they receive funds that are less various charges with a mix of tax codes… I have an Item setup - that is an Other Charge - it is linked to a bank account called Fees & Charges - when they enter the invoice - they enter one negative line - with no tax code - for the total of the charges deducted from the income - this makes the amount received match the invoice total and payments applied work every time - then they go to Write Cheques - call up the Fees & Charges bank account at the top - then proceed to enter a cheque as normal for all the various expense lines with the correct tax codes - the Fees & Charges account balance goes to NIL - all is done… this seems to work well for my clients. If you have this scenario often - might be a good process to implement? And save you much frustration. Regards Linda

Kris_Williams

good to hear, shame it was so painful

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