Unable to apply a credit to an open order

Hi, any chance someone can help with my query, I've had look at other posts and appears it's a common issue with foreign accounts and appears running a script should sort out the issue. 

Hi IdaS1,

Looks like you need help with your credit recording. From the screenshot, it seems the invoice had an overpayment, but it’s not showing in the credits window. The most likely reason is that the overpayment was already applied to another sale.

I recommend checking if the preference "Apply customer payments automatically to oldest invoice first" is turned on. You might also want to read through the article 'Settling Customer Credits'.

Let us know if you need any more help with this.

Thanks,
Genreve

Hi Genreve

Definitely has not been applied to another sale, if you look at the screenshots I sent through, the invoice in question shows a credit of $37,877.76 USD still available. 

Hi Genreve

Can you please help to resolve this issue please, need it sorted asap as we need this credit to allocate to an open order.  As mentioned, you may need to run a script as I note this is a common issue with foreign bank accounts. 

Can I please get some help urgently please, we need to close out our May accounts and this needs to be resolved, thanks

Hi @Ida51,

I get that you still need some help with this. You might need to reverse the overpayment if I was right before. Try going over all the related transactions to see where the value went. 

If you're still stuck, check out help sites like myob.com/support or myaccount.myob.com to use MOCA, our virtual assistant. MOCA can help with quick questions, and if not, it’ll connect you to our live chat team.

Feel free to reach out again if you need more help.

Thanks,
Genreve

Hi Genreve

As per the snippet above in my initial post, the sales invoice clearly show's there is a credit owing so no the credit has not been applied/offset against any invoices, if I did already apply the credit to another invoice, there would be no negative balance on this invoice correct? 

Hi IdaS1,

I understand that the amount in the invoice is still in negative amount even after applying the credit to another invoice.

For me to further assist you, I'll need more details of your account. You can send me the following details:

First and last name:
Serial number:
Email address:
Company file ID: 

I would appreciate it if you could send these details to us via private message for the security of your account and so we can further check it on our end.

Cheers,
Jem

Hi Jem

Can you private message me, I don't seem to have that option to send you a message. 

Thanks

Ida