Forum Discussion

Rony2's avatar
Rony2
Contributing User
2 months ago

Online payments are not closing the invoice

This past week, payments had by customers online are not closing the sales invoice. Is this a known glitch?   The payment receipt / confirmation that the customer receives shows the merchant fee as...
Doreen_P's avatar
Doreen_P
MYOB Moderator

Hi JaneBArt,

 

I understand how frustrating it must be to encounter these issues with payments and fees. When your customer pays, the payments and the associated surcharge are logged separately in the system. This separation is because the surcharge pertains to online invoice payments. For more information on how to reconcile payments and fees, I highly recommend to check the link here. Feel free to post again if there's anything you need assistance with.

 

Best regards,

Doreen

Dom1982's avatar
Dom1982
Experienced User
2 months ago

Hi Doreen 

the main question is why arent the invoices closing off anymore when a payment receipt comes through from the customer showing they have paid via the online payments system ? 

  • Doreen_P's avatar
    Doreen_P
    MYOB Moderator
    2 months ago

    Hi Dom1982,

     

    When a customer makes an online payment, it'll automatically be recorded in your MYOB business, and the associated invoice will be closed off. If it's not closing off automatically, you will need to check the Bank rules set up. You can check the link here for more information. Feel free to post again if there's anything you need assistance with.

     

    Best regards,

    Doreen

    • Dom1982's avatar
      Dom1982
      Experienced User
      2 months ago

      Hi Doreen

      i need assistance can you please assist. my invoices are not closing off when a customer makes payment via the myob online payment system, the link doesnt tell me how to fix it, just says myob should automatically close the invoices there are no settings to change. 

      • Doreen_P's avatar
        Doreen_P
        MYOB Moderator
        2 months ago

        Hi Dom1982,

         

        I'm sorry to hear about the trouble you're facing with your invoices in MYOB. If you're still in need of further assistance regarding your invoices that are not automatically closing off, feel free to engage with MOCA through myob.com/support for any queries or assistance you might need. 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. Feel free to post again if you encounter issues in the future.

         

        Best regards,

        Doreen