Electronic Payments not matching with bank feed

Here is an example from this morning - these payments came through MYOB's payment system. Previously, they would get automatically matched (with the surcharge allocated to the nominated revenue line item) however now they sit on the bank statement, unreconciled. We can't reconcile them because it includes the surcharge fee (so doesn't match the invoice). 

Hi there - this continues to happen. Further payments that can't be reconciled, and the electronic payment for wages not being recognised by the system as a payment it created. 

I have not been contacted regarding this issue and it continues to be a problem. 

Hi acj 

The Help Article, Customer surcharging for online invoice payments, has instructions for handling those payments.

For the supplier and employee electronic payments can you check the following:

• go to Banking>>Prepare electronic payments and make sure those payment transactions do not appear in this window. If they do, process the electronic payment.
• go to Banking>>Find transactions>>locate an electronic payment transaction, reference no should start with EP, open the transaction and check the Account field is the correct bank account

If you continue to have problems please provide screenshots of the following:

• an electronic payment transaction
• the Bank transactions window>>click on the expand arrow>>Match transaction>>All transactions

Hi Tracey,

I'm aware of how the Customer surcharging works for online invoice payments. The issue is that previously the transaction would not show as "unallocated" on the bank feed once the payment was received. There is no invoice available to match it against - it is like it has been processed but come off the list to be matched. So I still don't have a solution for this. 

On supplier and electronic payments, there are no payments sitting in the "Prepare electronic payments" area. I have also checked the bank account being used for the electronic payment and it is correct.

Am I able to send you the screen shots via direct message? It contains sensitive employee and customer information.

Thanks

Andrew

Hi acj 

You can send me those screenshots by private message, however, before you do that can you go to Reconcile accounts and check if those transactions have been ticked. If they have, untick them and they will appear to be matched in Bank transactions.

Hi Tracey,

That worked for two of them, but for some reason I can't see all of the transactions in question under the "Reconcile Accounts" listing. It could be that someone in our team tried to reconcile through this process.

Is there a way of brining them back up?

Regards

Andrew

Hi acj 

To check if a transaction has been reconciled go to Reports>>Banking tab>>Banking reconciliation report>>select the reconciliation date in the Bank statement date field>>click on the expand arrow>>check in the Reconciled withdrawals and deposits sections.

Bank transactions is a tool that makes reconciliation easier. This means that if an MYOB transaction has been reconciled or ticked in Reconcile accounts it won't appear to be matched in the Bank transactions window.

Let me know how you go.

I have looked at the report. I am a bit confused as to what it is showing as it includes numerous transactions that had already been matched. and I can't see the ability to unreconcile items (so that it shows)?

Any way that we can talk (without me sitting on hold for 1+ hours)? I really appreciate your help but it makes this process incredibly difficult and time consuming to go back and forth through this forum. 

Thanks 

Andrew