We have received a response from a customer to an automatic reminder that was sent out over the weekend, indicating that they had already paid the invoice. Except, when I scroll down, the invoice is showing as paid on the reminder. How was this even sent out?
It wasn't like they just paid it on Friday and we hadn't reconcile the banking yet, this was paid over a week ago and we reconcile the debtor banking on a daily basis.
Hi SDuddy,
I'm sorry to hear that an automatic reminder was sent for an invoice that had already been paid and reconciled. As the invoice was showing as paid on the reminder, it definitely shouldn’t have been sent. While reminders can sometimes be queued before a payment status updates, the fact that this payment was made over a week ago means this needs further investigation. We’ll need to review the invoice payment allocation and reminder activity to see why it was included. Please reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account so they can investigate this further and check whether any other paid invoices have been affected.
Regards,
Sai
