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sarahh02's avatar
sarahh02
Experienced User
4 years ago
Solved

link to customers invoice not showing correct balance

Hi there, 

I have a customer invoice where the outstanding balance is not displaying correctly.

1 line in the invoice has a completely different number.  I can see no reason for this to be the case.

I have included a pdf of the invoice that the client sees when they click on "view invoice" and a screen shot of the invoice from the system.

cheers Sarah

  • Steven_M's avatar
    Steven_M
    4 years ago

    Hi sarahh02 

     

    I think I see what has occurred now - the invoice is an MYOB online invoice that you have sent to the customer? Changes made to those invoices are not reflected in the Online Portal in realtime. So, in this case, what I assume has happened is that the invoice was recorded with $2400 and then the invoice was then sent out to the customer. After that has occurred it was identified that change was required and it was updated to $1286.95 and the invoice was not re-issued, thus creating a difference in view.

     

    Going forward if you are making a change to an online invoice you want to re-send that invoice to the customer or email a copy to an internal email address. What this process will do is resend that invoice to the Invoice Portal thus update any changes on that invoice. 

     

    Note: The Total Due (top left of the online invoice) works slightly differently and will update when the invoice is paid.

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  • Steven_M's avatar
    Steven_M
    Former Staff
    4 years ago

    Hi sarahh02 


    Not something I personally have come across, however, I wonder if the same thing does occur with a default form such as the pre-printed or plain-paper form.

     

    Potentially, you could look at causing a refresh on the transaction. The easiest way to do that is to place a dot in the memo of that transaction before selecting OK. This should cause the transaction records to be refreshed and thus cause a recalculation.

    • sarahh02's avatar
      sarahh02
      Experienced User
      4 years ago

      This client has now paid.  On the system her invoice has a zero balance and all looks good.  If you use the "view invoice" tab in the email that the client received, the header shows the amount paid, but the body still says there is an amount outstanding.  Should the invoice refresh and display as paid with a zero balance?

      Doesn't matter now as it is all paid and I sent a PDF instead but in the future I would like to think the client is getting accurate information.

      Cheers

      Sarah

      • Steven_M's avatar
        Steven_M
        Former Staff
        4 years ago

        Hi sarahh02 

         

        I think I see what has occurred now - the invoice is an MYOB online invoice that you have sent to the customer? Changes made to those invoices are not reflected in the Online Portal in realtime. So, in this case, what I assume has happened is that the invoice was recorded with $2400 and then the invoice was then sent out to the customer. After that has occurred it was identified that change was required and it was updated to $1286.95 and the invoice was not re-issued, thus creating a difference in view.

         

        Going forward if you are making a change to an online invoice you want to re-send that invoice to the customer or email a copy to an internal email address. What this process will do is resend that invoice to the Invoice Portal thus update any changes on that invoice. 

         

        Note: The Total Due (top left of the online invoice) works slightly differently and will update when the invoice is paid.