I have a customer overpayment of 1 cent from last October (it shows in open invoices). I now want to apply it to a February payment which is underpaid by 1 cent. The problem is that it is not showing up as a credit available to the customer. The only option I am getting is to 'Leave this as an underpayment' or 'Write off the extra amount'. If I select the first option I am left with two open transactions, one for €0.01 and the other for -€0.01. Any thoughts on why I cannot apply the credit? Thanks in advance
Hi G-dely, right ok you will need to ring the helpline on 0808 168 9535 as we'd need to look into the transactions to find out what happened to the overpayment. The customer support team can then set up a screen share with you as it should show as an available credit for you so they will need to look into why it is not.
Hi Ashleigh1. Thanks for that - it's definitely not applied anywhere else as it's still showing on the open invoices report and I only had one other payment from that customer in the meantime which perfectly matched the outstanding invoices.
Hi G-dely, right ok you will need to ring the helpline on 0808 168 9535 as we'd need to look into the transactions to find out what happened to the overpayment. The customer support team can then set up a screen share with you as it should show as an available credit for you so they will need to look into why it is not.
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