CUSTOMER CARD FILE OUT OF BALANCE - SHOWS OUTSTANDING AMOUNT BUT NO INVOICE OUTSTANDING

Question

Customer card file shows amount outstanding of $211.20, however no invoices outstanding when reports run.  Have found issue dates back to 18/07/2014.  Payment received and allocated to multiple invoices including an invoice for $211.20 with reference CR001239 (no finance charges). Click into invoice relating to $211.20 and clearly shows an invoice allocation, however CR001239 also shows a finance charge which doesn't exist when looking at the original payment allocation screen. How do I fix this considering it is so far back? Screenshots included.

Mike_James · Answer

Hi @SKing , I saved the attached forum solution back in 2012; it sounds as though your situation may be similar. If you read the posts from the bottom of the document back, it may possibly help in your corrections.

Customer card differs from AR report - solution.pdf

SKing · Answer

Hi Gavin

Really appreciate your response.  I think you've pinpointed the issue exactly.  It is related to finance charge but reversing it now causes things to go out of whack.  Was on the phone for over an hour on Thursday trying to explain it and sending screen shots - I ended up having to go because I had an appt.  Will try again this morning.  Fingers crossed :)

gavin12345 · Answer

Hi @SKing

When a finance charge is recorded on an invoice (correctly or incorrectly) and the invoice is later reversed, the finance charge (which is usually a separate transaction processed by MYOB) needs to be reversed as well.  If not, the card balance will not match the Sales Register. This is in the normal course of events (and certainly how it worked in earlier MYOB versions - not sure if this also applies with AR2023). Look for the transactions in the Linked account for Finance Charges at the date of payment. Setup > Linked Accounts > Sales.

If however something went wrong as MYOB was processing the transactions (aka bug), then the issue will need to be fixed via the back end - in other words not a user fix. The file will either need to go to MYOB or a MYOB specialist would need to look at it. If you are unable to resolve yourself, get in touch with MYOB again armed with this extra information. Sometimes first level support only reads from scripts and assume it is a user error. Otherwise if you want contact details for someone else who can fix this, send me a private message or an email.

Regards

Gavin