ClaireL
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Joined 4 years ago
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Sales invoice payment link
Hi guys. We've had customers saying the Green Payment link buttons on our invoice emails aren't working. We've tested and get the following error: "bad url - reference number: j4JY-aRtNOy4EqWMdfeWZQ" The link in the invoice attachment and the blue link" View your unpaid invoices" at the bottom of the email are all working fine. Could someone please let me know if this is a known issue- I've checked the status page but it isn't showing. Or is this just affecting us? ThanksRe: Merchant fees not automatically reconciling
The issue (if we have the same issue), is that there are transactions that are meant to be performed when MYOB closes an online transaction. These transactions likely aren't being completed. If you refer to their online article, you can expand to see what MYOB does automatically. In our system, we have had to manually do these transactions and once they are done, the bank feeds match up just fine. You should be able to tell if the customer is being passed on the fee by pulling up the online transactions. You can do this through your reports, or via the online invoice payments portal to see a breakdown of customer payments and fees associated. ClaireRe: Merchant fees not automatically reconciling
Hi Matt, We don't pass on the surcharge to customers so this is a little different from our issue, we only account for one total "fee". But you are pretty much experiencing the same issue that we are. I believe MYOB is not recording the "automatic" transaction. When you take a look at the online article they keep referring to - you can expand to see the "when transactions are automatically recorded". In our system this transaction is not being recorded at all, but when we do it manually the bank feed matches up. If you scroll down to the 'If you pass on the 1.8% surcharge (and there's GST on the invoice)" this is the transaction you will likely need to manually record (this is what we do but we use 'we do not pass on the surcharge'- I am assuming your issue is this transaction though). I've taken your report and created a spreadsheet of the last transaction for the MYOB deposit. Using the formula MYOB has given it looks correct to account for the 0.17 difference you have. If you record the transaction as a spend money transaction against your customer's card file it should offset the amounts and allow your bank feeds to match up. You will need to ensure the invoice is closed as well and that the date matches your bank feed (this is what we do anyway). NOTE- I am not an accountant nor do I work for MYOB, so use it at your discretion. The received money transaction for each customer would be on the right. You need to allocate to your appropriate ledger accounts. I've also included a snapshot of what is in the article. Hope this helps, but more so I hope MYOB fixes the issue soon as I am also yet to hear back from tech support. ClaireRe: Merchant fees not automatically reconciling
Hi Matt, No useful response from MYOB yet, just referrals to an online article. I have another support discussion which has also led nowhere. It would be interesting to know if our problems are exactly the same- are your invoices still open even though the customer has paid? We have none of the automatic transactions being completed. So we are needing to manually record the payment and merchant fee transactions so that the bank feed will match up. ClaireRe: Merchant fees not automatically reconciling
Hi Michael, Yeah, we have that set correctly. I've gone through and checked that all of the recommended settings from the articles are in place. I am hoping that someone from MYOB may think up another setting that is preventing this from working. Our transactions worked fine up until the fees were applied to invoices directly. ClaireRe: Merchant fees not automatically reconciling
Hi Michael, At present, none of the automatic transactions are being completed in our system. I have done the troubleshooting against the "automatically matching invoice payments" and it gives no answers to our issue. Previously, the automatic transactions worked fine before the fee started being taken out on each invoice. I have quadruple-checked that our ledger accounts are all set correctly in the online invoice payments platform, and have changed our system preferences as recommended. So we are now having to manually record each fee through a spend money transaction, and also manually record the customer payment. By doing the tasks that MYOB is meant to automatically complete, the bank feeds match up. If I work out what is causing our issue I will let you know. ClaireRe: Merchant fees not automatically reconciling
Hi Michael, I am having exactly the same issue since the fees are being deducted from each invoice. I've also raised this question with MYOB yesterday. Hopefully, we will have a solution soon. The MYOB online payments webpage that is used to troubleshoot has not helped diagnose the issue. Claire
