Sales Register Search

[courtneyireland]

Hi. I have been having issues with invoices not showing up under the customer / supplier when searching under the individual but when I search under all suppliers / customers and search as a keyword the invoices appear. Does anyone know why this happens and how to fix? I have a payment to apply to a sales invoice but the system doesn't think it's there under the customer name but if I do a search under all 5 invoices appear as awaiting payment. I have attached screen grabs of what comes up when searching under All customers, and also what comes up when searching the specific customer. I have had this happen in Supplier too, but need to apply the payment to the sales invoices so I can reconcile the bank account. Any help is very much appreciated! 

[Jesh_D]

Hi @courtneyireland 

Thank you for your post.

My recommendation as an initial troubleshooting step would be to clear your AccountRight cache. In some cases, this has been known to resolve display issues for users who have had similar experiences. 

Please let us know if that makes a difference and if it doesn't, we are happy to investigate further for you.

[courtneyireland]

Hi @Jesh_D, 

Thank you for your advice.

I have deleted the cache but the invoices are still not appearing when I go to reconcile the payment or in the search under the individual name.   

Thanks, 

Courtney

[Jesh_D]

Hi @courtneyireland 

Thank you for your response. 

Can I also please confirm whether you have mulitple/duplicated cards per customer and/or supplier? 

[courtneyireland]

Hi @Jesh_D, 

For the customer that I am having issues with there is two names but one we don't use and both have a $0.00 current balance, however there should be a balance there. I should also add that we do our invoicing in another system called Ostendo which sends the information through to MYOB. I know the invoices are in MYOB as I have located them when searching under all, they just don't appear under the individual customers details. 

[Steven_M]

Hi @courtneyireland 

You indicated that you are using a third-party application to add those transactions to the company file. Are those transactions that ones that are not appearing as intended? If so, does deleting and then re-entering or manually entering a transaction in AccountRight show those transactions as intended?

Should those manually entered transactions appear as intended, I would recommend speaking with your third-party provider in relation to those transactions. As it would appear that transactions are working as intended if manually entered through the software but transferred across they are not appearing as expected.

[courtneyireland · Accepted solution]

Hi @Steven_M, 

I have been talking to the third party provider and it doesn't seem the issue is with them. Upon further investigation we found that the customer was showing as inactive under the reporting so had a further look and found a duplicate company that had been made inactive which is where the invoices had been going to. I have made them active again so can reconcile the account. 

Thank you for your help. 

Courtney