Customer showing an outstanding balance but there are no outstanding invoices

[millwos]

We have a few customers showing outstanding balances in their cards however they have no outstanding invoices.   I have checked all sales registers etc for these customers and nothing is outstanding.   Could we possibly have someone investigate and perform a card recalculation please?  Thanks

[gavin12345]

Hi @millwos 

Suggest you use Find Transactions to check all transactions in the account shown under Setup > Linked Accounts > Sales Accounts > Income Account for Late Charges and Surcharges. See if there are any transactions for this customer that might explain the discrepancy - ensure you check the period from the earliest invoice for this customer. Sometimes the discrepancy is caused by a finance charge incorrectly posted or incorrectly reversed - in which case this should be fixed. Sometimes the discrepancy is caused by a bug - in which case MYOB will need to fix the discrepancy.

Regards

Gavin

[millwos]

Thank-you @gavin12345, I have checked all the transactions and the suppliers in question have never had any invoices...  Is there an email address to MYOB support where I can raise a ticket?  Thanks

[gavin12345]

Hi @millwos 

MYOB  - Support - Ticket

Words that you rarely see together! While many might say MYOB Support is 'non-existent', it is fair to say it is hard to come by lately. MYOB seem to have sacked many support staff and outsourced. So getting support can be difficult. This forum is where they send you if when you call you manage to get through to someone. So call their support number from the website, or sometimes Chat is available, or post here asking for a moderator to contact you.

In your case, if the file originated in v19, it is likely any invoices for these clients have since been purged, and this balance has been around for a long time. 

Regards

Gavin