Forum Discussion

RodSha's avatar
RodSha
Experienced User
5 years ago
Solved

Customer's Total Amount Due does not match with Balance

I am trying to resolve a long outstanding problem in that I have 7 Customers whose Balance does not match their Total Amount Due.   I have checked and we have no forwarded dated transactions and I ...
  • Steven_M's avatar
    Steven_M
    5 years ago

    Hi RodSha 

     

    Thank you for confirming that information, The company file would need to come in for a data file investigation and possible repair.

     

    I've sent you a direct email with all the details in regards to getting that file sent in for an investigation and possible repair. All the information required is included in the email but do let us know if you have any questions about the process.

Steven_M's avatar
Steven_M
Former Staff
5 years ago

Hi RodSha 

 

It sounds like we may need to arrange for the company file to be sent in for us to investigate and potentially recalculate the balance of the cards. 

Just before we do arrange for that, getting the following screenshots should be ideal:

  • The Sales>> Sales Register>> Open Invoices for that customer for an extended date range
  • The Sales>> Sales Register>> Returns and Credits tab for that customer
  • The Aged Receivables - Outstanding invoice analyse for that customer (Customer Card>> arrow next to the Balance in the Profile tab)
  • A copy of the Receivable Reconciliation report for that customer with the As of date set to be 31/12/9998

With this information, we can clearly see what the balance should be and arrange for the file to come in if necessary.

  • RodSha's avatar
    RodSha
    Experienced User
    5 years ago

    Steven

     

    Thanks for that did you need screen shots for each client or just an example of one?

     

    Rod

    • Steven_M's avatar
      Steven_M
      Former Staff
      5 years ago

      Hi RodSha 


      One customer as an example would be ideal.

       

      If you could also send me a private message on this Forum with the other customer's card names, what the balance of their card says and the actual balance should be. By getting that information we'll be able to add that to that to the ticket when we set up that investigation and possible repair to ensure those cards as looked into as well.

    • RodSha's avatar
      RodSha
      Experienced User
      5 years ago

       

      Steven

       

      Please see attached screen shots

       

      • Steven_M's avatar
        Steven_M
        Former Staff
        5 years ago

        Hi RodSha 

         

        Thank you for confirming that information, The company file would need to come in for a data file investigation and possible repair.

         

        I've sent you a direct email with all the details in regards to getting that file sent in for an investigation and possible repair. All the information required is included in the email but do let us know if you have any questions about the process.

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