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Online payments are not closing the invoice

Rony2

This past week, payments had by customers online are not closing the sales invoice. Is this a known glitch?

The payment receipt / confirmation that the customer receives shows the merchant fee as being deducted. I am wondering whether this may have something to do with it.

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Accepted answers

MattBedford

*Edited 24/07 to reflect the correct support instructions

Check that you have chosen the Payment category and Fee category to record payments and fees.
Open the online invoice payments portal go to Settings > expand Bank Accounts and select the payment and fee categories under Record payments.
If you're using bank feeds, make sure the Payment category in your online invoice payment settings is the same as the bank account connected to bank feeds.
If you're on AccountRight and are using cost centre tracking, make sure they are not set as 'required'.
You can still use these, but they must be set as 'optional'.
To check, go to Setup > Preferences > if Turn on Cost Centre Tracking is ticked, select the dropdown Not Required.

All comments

Myoblandscaper

This above solution doesn't explain why it happens only sometimes and clearly is a glitch in the MYOB software if the issue comes and goes. If it was due to a rule or something at the users end of things it would be every payment made not signing off. A lot of these complaints on the forums are not that it always happens, but comes and goes. I've been trying to resolve this via MYOB help and not only do the suggestions not work, they also don't show understanding of the software and the person doesn't even read the emails I am sending vs providing generic "reset your modem" style responses. It's very poor we are paying for this software and yet it is not doing what it is supposed to do,we are paying for this software with extra charges for each online payments made, so I'd say its bordering on consumer affairs territory if you are charged for a service that has not been rendered. The worst part of the response from MYOB are they are trying to get me and my accountant to fix their issues. Thats very odd to ask a client and their accountant to fix their software issues.

Rony2

The problem is that when an online payment is made it is not closing off the invoice.

Dom1982

Hi Doreen

the main question is why arent the invoices closing off anymore when a payment receipt comes through from the customer showing they have paid via the online payments system ?

Doreen_P

Hi @JaneBArt,

I understand how frustrating it must be to encounter these issues with payments and fees. When your customer pays, the payments and the associated surcharge are logged separately in the system. This separation is because the surcharge pertains to online invoice payments. For more information on how to reconcile payments and fees, I highly recommend to check the link here. Feel free to post again if there's anything you need assistance with.

Best regards,

Doreen

JaneBArt

I am having the same issue and simply can’t find a way to completely reconcile payments and fees. It used to work, now it doesn’t. Another example of a company moving the expense and the work to the customer. I’m thinking it’s time to look at Xero as this is taking too much of my time to sort it out.

MattBedford

*Edited 24/07 to reflect the correct support instructions

Check that you have chosen the Payment category and Fee category to record payments and fees.
Open the online invoice payments portal go to Settings > expand Bank Accounts and select the payment and fee categories under Record payments.
If you're using bank feeds, make sure the Payment category in your online invoice payment settings is the same as the bank account connected to bank feeds.
If you're on AccountRight and are using cost centre tracking, make sure they are not set as 'required'.
You can still use these, but they must be set as 'optional'.
To check, go to Setup > Preferences > if Turn on Cost Centre Tracking is ticked, select the dropdown Not Required.

Rony2

I am using the report "online invoice payments" and then "transaction details"

Paul110

I have the same problem.

How can I tell what Invoices have actually been paid?

Rony2

Hopefully, we get a few more comments and MYOB responds ASAP

Rony2

Thank you for your reply. Hopefully, this will get some attention ASAP.

ClaireL

We are having the same issue, I opened a thread about it weeks ago.

Trouble shot against their provided articles, used their Virtual Assistant and submitted a Tech support request.

No resolution to date, and we are having to record merchant fees etc manually, and close invoices ourselves since the update to fees being applied on the go.

You are not alone in this issue. Hopefully, the more people that are making MYOB aware that they have a problem the quicker it is resolved.

Dom1982

is someone from myob going to respond to this issue its leaving invoices open and if they pass there due date the client is receiving a late payment reminder but they have already paid. your new online payment system which changed about a week ago is not working, along with this there is a small difference in the amount being paid so its not the exact amount being offset

Dom1982

im having the same issues online payments are not offsetting the invoices and are still showing as owing. i assume this will blow up shortly as everyone would be having the same issue. since Wednesday i have invoices outstanding and clients have paid via credit card, what to do now, this is messy