This issue occurs when a payment is accidentally recorded under the wrong customer profile. It typically happens when processing back-to-back transactions or when multiple customer accounts share similar names, resulting in a credit being applied to the incorrect account while the intended invoice remains unpaid. 


Solution Overview


To fix this, you need to remove the incorrect payment entry from the wrong account to restore their balance, and then manually log the payment under the correct customer's account.


Step-by-Step Instructions


Step 1: Remove the Payment from the Wrong Customer

  1. Go to Customers in the main menu and look up the customer who accidentally received the payment.
  2. Click on the Customer Name to open the customer profile.
  3. Click on the Invoices tab.
  4. Locate the invoice(s) the payment was applied to.
  5. Click the Invoice Number to edit the invoice
  6. Click the Trash can icon next to Recorded Payments to delete the recorded payment.
    • Note: This will remove the transaction from the invoice and return the invoice to an unpaid status.


Step 2: Apply the Payment to the Correct Customer

  1. Go to Customers in the main menu and look up the correct customer.
  2. Click on the Customer Name to open the customer profile.
  3. Click on the Invoices tab.
  4. Locate the invoice(s) that should have been paid.
  5. Click the Invoice Number to edit the invoice
  6. Click the Record Payment button.
  7. Fill out the payment details exactly as they appear on the check.
  8. Click Submit to save the changes.


Note: If the correct customer doesn't have an invoice to pay yet you can apply a credit to the customers account to be used for future invoices.


To update a customer's credit balance, follow these steps:

  • Navigate to the specific customer record you wish to update.
  • Find the Available Credit field at the top of the page.
  • Click the pencil icon located directly next to the credit amount.
  • Enter the new credit amount.
  • Click the submit button to confirm the adjustment and update the balance.
  • To completely remove a credit balance from a customer's account this option can also be used. 

 

Pro-Tips

  • Partial Credits: If the payment was already partially used on the wrong account, deleting it will cleanly reset the invoice balances for the incorrect customer so your financial reporting stays accurate.
  • Double Check Names: If you have multiple customers with the same last name, always verify the property address or account ID before hitting save on a payment.