Minimum Version Required: 25.01
Pre-Conditions
Accounts Receivable, Office Manager, or Sales Support with permissions to edit or delete invoices.
Deposits or payments are not correct or reflecting what actually hit your bank
A customer has an unexpected credit balance on their account because of a duplicate payment
Steps
Identify the Disruption: Review the invoice history to determine if any of the following "High-Risk" actions occurred after the payment was requested:
Deleting the Invoice: Removing the record the system is expecting to pay.
Editing the Amount: Changing the balance after the payment gateway has already authorized a different total.
Manual Application: Manually applying a check or credit to the invoice while the electronic payment is "In-Flight."
Check if there are Duplicate Remittances: Look for system-generated invoices (Remittance Invoices) created automatically to house the payments. These often create False Credits which are duplicated in the system.
Check if the paylink term is set to auto-apply payments: Please ensure all paylink terms are set to auto-application = manual or same invoice and amount to ensure payment application does not happen automatically after requesting payment.
Perform Corrective Reversals:
If a duplicate was created, Unapply the payment from that duplicate.
Reverse the duplicate invoice to clear the false credit.
Re-apply to Correct Targets: Manually apply the unapplied funds to the correct, active invoice IDs to balance the customer’s statement.
Verify the Deposit: Ensure the final ECP Deposit matches the net amount settled in the bank.
Contact Support: If the system logic has created a loop of duplicate invoices that you cannot break, contact Support with the following:
The Original Invoice ID that was deleted or edited.
The Duplicate Invoice ID created by the system.
A screenshot of the Field Audit showing the user who deleted/edited the record and the timestamp.
The specific Deposit Number that is out of balance.
The amount of money that hit your bank
Fields And Definitions
In-Flight Payment: A transaction that has been authorized by the customer's bank but has not yet completed the sync process back into the Encompass ERP.
Field Audit: A background log in Encompass that tracks every change made to a record, including who made the change and at what time.
Target Invoice: The specific Invoice ID that a PayLink transaction is programmed to pay.
Manual Intervention: Any human action (editing, deleting, or manual posting) that overrides the automated PayLink sync logic.
Best Practices
"Hands Off" During Processing: Once a customer has been sent a PayLink request, do not touch the invoice in Encompass until the payment is marked as "Succeeded" or "Failed."
Voiding vs. Deleting: If an order must be changed, it is better to allow the payment to fail or settle and then issue a formal credit memo rather than deleting the underlying invoice record.
Monitor the Sync: If an invoice must be edited, ensure the customer has not yet clicked "Pay" in their DSDLink portal and/or there is not already a payment applied on the original invoice.
Training: Ensure all staff members understand that deleting an invoice does not "cancel" a Stripe transaction; it only breaks the link between the money and the accounting record.