Forum Discussion

KGW1's avatar
KGW1
Member
28 days ago

Customer statement showing an amount owing, but customer doesn't owe anything.

We have five customers who have a small amount (or credit) outstanding showing on their statement every month, however there is $0 actually owing for each of them. The reports A/Receivables Report & Aged Receivable Summary have all of the customers (correctly) with $0 owing, but Customer Statements show there are amounts outstanding.

All five customers' transactions are pre July 2015. These amounts are definitely errors. It may be that previous employees have dealt with these incorrectly).

(Examples would be $27.00 owing to us, or $44.00 credit owing to them. Small but annoying)

 

Our Accountant has said to journal them out. I can journal, but need to be able to tie the transactions back to each individual customer card so I can clear each amount off the correct customer, which is where I am getting stuck. 

Could someone please help with step by step instructions to clear these out of our system?

 

5 Replies

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    28 days ago

    Hi KGW1,

     

    Thanks for the detailed explanation. It does seem unusual that the other reports are showing different figures from your customer statements. As the Aged Receivables reports are correctly showing $0, I’d recommend checking whether this is a statement display issue before making any adjustments. As you’ve posted on the AccountRight board, it sounds like you’re using the desktop version. Could you please try printing/emailing the statements from the browser version and check whether the same issue occurs there?

    If the issue appears in both versions, your file may need a closer look from our support team so they can investigate what’s causing it.

     

    Before entering any journals, it’s important to review the transaction history for open invoices, payments, credits, returns, journals, unapplied credits and unposted payments. If the amounts are confirmed as historical errors and your accountant has approved the adjustment, our support team can guide you through the steps. You can reach them through any of the support options listed on our Contact page.

     

    Cheers,

    Princess

     

     

  • KGW1's avatar
    KGW1
    Member
    21 days ago

    Thankyou Princess_R​ 

    I have looked further, the desktop statements are appearing the same as the browser statements.

     I have also run the Receivables Reconciliations with Tax reports in desktop and browser as at today and the reports differ (Separate issue).

    Could you please get someone to contact me to assist with getting support to assist with working through this?(I have tried to log in to book a session time and it wont allow me to book for this business)

    Thank you.

    • Doreen_P's avatar
      Doreen_P
      MYOB Moderator
      21 days ago

      Hi KGW1,

       

      Thanks for the detailed update. With the desktop and browser reports showing different results, this needs a closer look from the support team. While we can’t arrange for someone to contact you directly outside the usual booking process, there are a couple of other ways to get the ball rolling by:

       

      • Starting a Live Chat with our team through the virtual assistant on MYOB Support.
      • Submitting a support case through My Account.

       

      Cheers,

      Doreen

  • KGW1's avatar
    KGW1
    Member
    14 days ago

    good afternoon Doreen_P​ ,   I was online with someone last week via Live chat, and I have been given a case number and a client ID and we were working through issue. We have emailed and I have correspondence via email from them with a case number. I have reconnected to MYOB live chat today in regards to the case as the "fix" that was put through last week has now caused another issue, but today MYOB is telling me i am NOT listed as an authority on the account!!!!! What on earth is happening at MYOB? 

     

    • Princess_R's avatar
      Princess_R
      MYOB Moderator
      12 days ago

      Hi KGW1,

       

      Thanks for the update. I can understand why this has been frustrating, especially after you already went through this with our live chat team.

       

      For privacy and security, our support team needs to confirm that you’re an authorised contact before we can discuss account-specific details. In the meantime, I’ll follow up with the relevant team so they can review what’s happening and get more information on the case.

       

      Cheers,

      Princess

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