Freight Charges?

Hi Freddy21,

I get that it’s tricky knowing what to tell your customer right now, especially with everything going on. I’m forwarding your messages directly to our support team so they can review the details. I can't give you an exact turnaround time since the team is swamped with a lot of cases right now, but I'll definitely keep pushing for an update. If you’d rather talk to someone right away, please give them a call or jump on live chat through MOCA, our virtual assistant.

Cheers,

Princess

Hi Freddy21,

That sounds like a hassle. Allocating a customer payment shouldn’t remove freight from a recorded invoice, so I’d first open one of the affected invoices and check whether the freight is still included in the invoice total and Balance Due before sending the statements.
 

If the freight is missing from the invoice itself, go to Setup > Linked Accounts > Sales Accounts and make sure “I charge freight on sales” is selected and linked to the correct income account. Save the change, then test it with a new invoice. If the invoice total still includes the freight but it only appears to be missing on the payment allocation screen, please share a screenshot or support case number so the specific transaction can be checked.

For more information, please check this help page for detailed guidance: Managing linked accounts.

Regards,
Earl

Sorry Earl - I guess I didn’t explain it properly.

What I meant is that I only noticed the freight was missing when I was allocating payments from different customers.

For example, the customer paid $1,025, but when I went to allocate the payment, the invoice showing on my end was only $1,000. The $25 difference was the freight charge that we had originally added to the invoice.

The customer definitely received the invoice with the freight included, but for some reason, the freight charge has since disappeared from the invoice on my end.

This has happened with a few different customers, which is why I’m concerned there may be an issue with the invoices or MYOB.

The settings for the linked accounts are correct, and I have "I charge freight on sales" enabled. These settings have been the same for years and have never been an issue before.

I’m just trying to understand why the freight is disappearing from the invoices after they have already been issued to the customers.

Hi Freddy21,

Thanks for clarifying. It's definitely weird and a bit worrying that this data shows up on the invoice but vanishes when you try to apply payments. Since your Linked Accounts and freight settings are all good and haven't changed in years, it sounds like a system cache glitch. Try clearing your AccountRight cache first to see if that fixes it. If it doesn't, our support team will need to dig a bit deeper into your invoices, journal security audits, and settings. You can connect through any of the options on our Contact page.

Cheers,

Princess

Hi Princess

I put a request in yesterday for someone to call… still waiting…  

Anyways sent out the recent statement and already get enquires there are differences…

Not sure what to say 

Thank you / I had opened up a case but will call up early next week to chase it up