Merchant fees not automatically reconciling

Hi Matt,

Thanks for reaching out and sharing your experience. Hopefully someone answers our cries. 
Unfortunately we haven’t resolved this yet. I attempted to go through to support with MOCA but didn’t get anywhere.

We have the two issues. The main one being the payments not automatically reconciling and then the outstanding payments 

And we have set up everything as advised. Would be nice to get a response soon.

hopefully the more noise we make the sooner we get heard

Thanks Claire,

Appreciate you reaching out and sharing your experience, hope we hear something soon. 

Now we are experiencing difficulties with matching the fee amount deducted. Are you experiencing this also?

Hi Matt,

We don't pass on the surcharge to customers so this is a little different from our issue, we only account for one total "fee". But you are pretty much experiencing the same issue that we are. I believe MYOB is not recording the "automatic" transaction. 

When you take a look at the online article they keep referring to - you can expand to see the "when transactions are automatically recorded". In our system this transaction is not being recorded at all, but when we do it manually the bank feed matches up.

If you scroll down to the 'If you pass on the 1.8% surcharge (and there's GST on the invoice)" this is the transaction you will likely need to manually record (this is what we do but we use 'we do not pass on the surcharge'- I am assuming your issue is this transaction though).

I've taken your report and created a spreadsheet of the last transaction for the MYOB deposit. Using the formula MYOB has given it looks correct to account for the 0.17 difference you have.

If you record the transaction as a spend money transaction against your customer's card file it should offset the amounts and allow your bank feeds to match up. You will need to ensure the invoice is closed as well and that the date matches your bank feed (this is what we do anyway).

NOTE- I am not an accountant nor do I work for MYOB, so use it at your discretion. The received money transaction for each customer would be on the right. You need to allocate to your appropriate ledger accounts.

I've also included a snapshot of what is in the article. 

Hope this helps, but more so I hope MYOB fixes the issue soon as I am also yet to hear back from tech support. 

Claire

Hi Laura6053 , 

I understand you are having the same issues. I recommend you follow all the workaround given by users and moderators alike. If you continue having issues after going through the troubleshooting steps, I highly suggest contacting our live chat. To get through to a live chat agent, you will need to contact our virtual assistant, MOCA through myob.com/support. Don't worry, if MOCA can't provide the help you need, our live chat team is just around the corner to pick up from where MOCA left off.

Thanks,

Genreve