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Unable to find credit transactions

AQ2

I have two transactions in my bank feed from refunds, I uploaded receipts from the refunds but I am unable to find the receipts when I go to code the bank feed. When I go to the contact I can see that there is a credit balance now but I can't find the receipts anywhere. How do I find these so I can allocate them?

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Accepted answers

Genreve_S

Hi @AQ2,

You’re right, having the credit sitting on the contact but nothing to match in bank feeds does feel a bit off, so let’s check a couple of likely things:

Go to Banking > Bank transactions > Debits and credits
- Filter for that refund and make sure it was recorded to the same bank account you’re trying to match the feed to.
Open Banking > Reconcile accounts for that bank
- Check if the refund is already ticked or included in a previous reconciliation.
- If it’s already reconciled, it won’t show up to be matched again in bank transactions.

If everything above looks right and it’s still not matching the bank feed, the best bet is to get our support team to take a closer look at the file. You can:

Lodge a support request via My Account, or
Chat with our team through MOCA, our virtual assistant, on the MYOB website.

Regards,
Genreve

All comments

Genreve_S

Hi @AQ2,

Thanks for sharing your experience with support, even if it wasn't that great. From what you’ve said, those bank feed lines are still sitting there as unallocated in the bank feed window, which could definitely be why you’re not seeing anything on the other side.

If a feed line is unallocated, it just means it’s come in from the bank, but there’s no matching transaction on the ledger yet. You can either:

create the transaction by allocating the feed line to the right account directly from the bank feed window, or
manually record the payment/refund, then go back to the bank feed and match it to the right bank feed transaction.

If that still doesn’t sort it, the best way forward is to wait for the support team to get back to you so they can jump into the file and take a closer look.

Regards,
Genreve

AQ2

Thanks Genreve, sadly neither of those worked. The transactions don't seem to appear in the reconcile accounts screen but they are in the bank feed as unallocated transactions. I lodged a ticket 5 days ago and haven't heard a thing. I have found the support from MYOB to be pretty average. I'm used to Xero support where I would hear back within 24/48hrs when a support ticket was lodged. Hopefully someone picks up the ticket soon.

Genreve_S

Hi @AQ2,

You’re right, having the credit sitting on the contact but nothing to match in bank feeds does feel a bit off, so let’s check a couple of likely things:

Go to Banking > Bank transactions > Debits and credits
- Filter for that refund and make sure it was recorded to the same bank account you’re trying to match the feed to.
Open Banking > Reconcile accounts for that bank
- Check if the refund is already ticked or included in a previous reconciliation.
- If it’s already reconciled, it won’t show up to be matched again in bank transactions.

If everything above looks right and it’s still not matching the bank feed, the best bet is to get our support team to take a closer look at the file. You can:

Lodge a support request via My Account, or
Chat with our team through MOCA, our virtual assistant, on the MYOB website.

Regards,
Genreve