Customer paid same invoice twice

[asddrgd21]

One of our customers has paid the same Invoice twice - $13,326.50 on 1/2/21 and then again on 11/3/21. The first payment was processed as normal, and the second payment has been sitting unallocated in my bank feed.

Now, they have paid another invoice for $30,079.67, less the overpayment of $13,326.50 = $16,753.17.

How do I allocate both the overpayment of $13,326.50 and now the new payment of $16,753.17?

I have followed the steps in "Create Customer Return" and "Process Customer Return", which takes care of the $16,753.17 payment, but I am still left with the 2nd $13,326.50 payment in my bank feed. 

[Steven_M]

Hi @asddrgd21 

The process I would be using to record that situation is outlined below for you:

1. Navigate to Sales>>Take payments.
2. Record the first payment - as per normal.
3. Once recorded, go to Sales>>Invoices.
4. Navigate to the required invoice that has been paid twice.
5. Add a new line or update an amount by $1.
6. Save that invoice.
7. Navigate to Sales>>Take payments.
8. Choose the customer and enter the desired date, amount..
9. In the Total amount received, enter the full amount that you have received with that second payment i.e. $13,326.50.
10. In the Payment amount, enter that same amount against the appropriate invoice i.e. $13,326.50.
11. Select Save. You will encounter a prompt indicating that the amounts are invoice has a higher-paid amount than the invoice amount and a customer return will be generated, select OK to that message.
12. Once the payment has been recorded, go back into the invoice.
13. Remove that extra line/amount added and save the invoice.

What the above process will do is:

• Generate the first initial payment, which can be matched to the bank transaction.
• Generate the second payment, which can be matched to the corresponding bank transaction.
• The second payment will also generate you a customer return for that payment amount. You'll then be able to go to Sales>>Process customer return and apply that return amount to the corresponding invoice(s).

[asddrgd21]

Thanks Steven for those comprehensive instructions.

Both Transactions are now matched and have disappeared from my feed.

Just to confirm I have done it all right, the original Invoice has $13,326.50 (Total) and -$13,326.50 (Due) and says "Overpaid" 

When I go to "Process customer returns" the Original Invoice is still listed there with Amount $13,326.50.

Is that right??

[Steven_M · Accepted solution]

Hi @asddrgd21 

Sounds like you have the right process and have the correct end result. That original invoice should show as overpaid and in the Process customer returns window.

To deal with this part of the process

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@asddrgd21 wrote:

Now, they have paid another invoice for $30,079.67, less the overpayment of $13,326.50 = $16,753.17.

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You just want to go to Sales>>Process customer returns>>highlight that return ($13,326.50) and select Apply to an invoice. This will bring up an Apply to an invoice window (similar to the Take payments window). Within this window, it's a case of applying that amount to the invoice (i.e. entering in the Payment amount against that selected invoice) and selecting Save. This will reduce the balance of that invoice so you can do the Take payments transaction for $16,753.17 to fully close that invoice and to match the bank transaction.

Let us know how you get on and if you require further assistance

[asddrgd21]

Thanks so much Steven. It all works now. Somehow I had inadvertently made 2 customer returns (probably when I was trying to sort it out myself!), so it was showing as overpaid, even though I had processed the return.

I deleted the whole lot and started agin from scratch and now it is all correct. Phew!

It does seem like a very roundabout way to have to fix what I am sure is not an uncommon issue!

Thanks for your help!