Minimum Version Required: 25.01
Pre-Conditions
You have identified invoices with duplicate payment applications.
Customer accounts are showing incorrect balances with credits equal to the originally debited amount.
Steps
Identify the Affected Invoices: Compile a list of all invoices that are showing duplicate payments and the resulting incorrect AR credits. Note the invoice numbers and the affected customer accounts.
Unapply Payments from Incorrect Credit Invoices: For each affected customer account, locate the incorrect credit invoices that were generated. Unapply any payments that were applied to these credit invoices.
Create Load Sheets and Corresponding Invoices: For each payment that was incorrectly applied (and now unapplied from the credit invoice), create a new load sheet and corresponding debit invoice for the correct amount that should have been originally applied to the customer's account. Ensure these new invoices are for the correct invoice date .
Apply Payments to the Correct Invoices: Apply the payments (either manually or through a payment processing function) to the newly created debit invoices. This will correctly reflect the payment against the original outstanding balance.
Create a Negative Deposit: To offset the incorrect deposit created by the erroneous credit invoices, create a negative deposit for the total amount of the incorrect credits. Ensure this negative deposit is applied to the same deposit account where the incorrect deposit was initially recorded.
Review and Verify: After completing the above steps, carefully review the affected customer accounts to ensure the duplicate payments are resolved and the AR credits have been correctly offset. Verify that the invoice balances now accurately reflect the outstanding amounts.
Contact Support (If Issue Persists): If you encounter difficulties with any of the above steps or the issue persists after attempting these corrections, contact the Encompass Technologies Support team for further assistance. Please provide the following information to expedite the troubleshooting process:
A list of the affected invoice numbers and customer account IDs.
Details of the steps you have already taken to attempt to resolve the issue.
The Exchange Task numbers associated with the initial invoice submission and the subsequent remittance files (e.g., Exchange Task 22946, 22950, and 23052).
The deposit number associated with the incorrect credits (e.g., Deposits - 5544).
Any screenshots or documentation that illustrate the problem.
Fields And Definitions
820 Post: Refers to the electronic remittance advice (ERA) file that provides details about payments made by customers.
Invoice: A commercial document issued by a seller to a buyer, indicating the products, quantities, and agreed prices for products or services the seller has provided the buyer.
AR (Accounts Receivable): The balance of money due to a company for goods or services delivered or used but not yet paid for by customers.
Credit Invoice: An invoice issued to reduce the amount a customer owes, often due to returns, overpayments, or errors. In this context, incorrect credit invoices were generated in error.
Load Sheet: A document used to record and track payments received, often used as a batch for processing deposits and applying payments to invoices.
Deposit: The act of placing funds into a bank account. In this context, a deposit record is created to account for customer payments.
Negative Deposit: A transaction used to reduce the balance of a bank deposit, often used to correct errors in previously recorded deposits.
Exchange Task: A system-generated identifier for specific data transfer or processing tasks within the software.
End Of Day Rollback: A system function that allows users to revert the system's data to a previous point in time, typically the end of a specific business day.
Best Practices
Timely Reconciliation: Regularly reconcile your accounts receivable and bank deposits to identify and address any discrepancies promptly.
User Training: Ensure all users involved in payment processing are adequately trained on the correct procedures for applying payments and handling remittance files.
Understanding System Notifications: Pay close attention to any system notifications or alerts related to invoice processing and investigate any unusual occurrences immediately.
Test in a Non-Production Environment (If Available): If your system has a non-production or test environment, consider replicating the issue and testing the correction steps there before implementing them in your live environment.