customer statement and customer transaction report shows no transaction for selected customer

Question

A customer has paid us twice and asked us to hold the funds for next year.

They have an invoice, an invoice payment and now a cash received item against their account.

None of these show in the customer transactions report and only the invoice and associated payment show in the customer statement.

What am I doing wrong?

Thanks

debbie123456 · Answer

Sorry, I still don't think I have explained the issue correctly.

The invoice is there. They paid it in one month. This has all been closed off and balanced.

The next month, they paid the same amount again. I do not have an invoice for this, as they are wanting to keep this as a credit against their account.

I created a cash receipt against their account, but that cash receipt is not showing correctly.

But as I have not been able to sort this, we have told them we can't keep the funds and have refunded it to them. I now need to go and delete the cash receipt I created, and hopefully everything will reconcile.

Earl_HD · Answer

Hi @debbie123456,

Please check the invoice in the Banking > Find Transactions tab and the General Ledger (GL) report. If the invoice is not there, it might have been deleted. Additionally, please check the Journal Security Audit report to see if the invoice was deleted or edited.

Regards,
Earl

debbie123456 · Answer

Thanks for the quick reply Sai.

I'm not sure that will work in this case, as they have paid us twice in two separate transactions in two different months.

Regards,
Debbie