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How to correct bank information that was filled out for an incorrect AR Account

What to do when PayLink charged the wrong customer because bank info was entered on the wrong AR Account: refund via credit invoice, fix the bank details, resend payment requests, and clear the open credit.

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Written by Bailey Naas-Thornton

Minimum Version Required: 23.08

Pre-Conditions

  • Incorrect Banking information filled out on AR Account in Encompass
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  • Invoices paid by incorrect bank account through paylink
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  • Auto-send credits must be enabled on the paylink Onboarding & Settings dashboard

Steps

How to credit the customer who was charged incorrectly:
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  1. Create an invoice for the customer that was incorrectly charged and needs to be credited back (If a customer does not exist, please create a customer)
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  2. Add a Non-Inventory Product of your choosing to the invoice
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  3. Set the Purchase Quantity to -1
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  4. Set the price of the product to the total amount that needs to be credited
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  5. Click Save Changes
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  6. Load, Return, and Balance the load sheet
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Following these steps will request a payment through paylink to pay the customer that was incorrectly charged.
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Note: Auto-send credits must be enabled on the paylink Onboarding & Settings dashboard.
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Note: The customers 'AR Accounts' Credit Term that the credit is being sent to, must be on a paylink Auto type credit term.


How to update Bank Information on an AR Account:

  1. Go to the AR Accounts Table
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  2. Filter to the AR Account with incorrect information
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  3. Open the AR Account Record
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  4. Hover over the EFT Bank Routing Num and/or Bank Account Number fields
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  5. Click the edit pencil
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  6. Update information
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  7. Click save changes
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Following these steps will ensure all payments going forward are for the correct bank account.
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How to resend the invoices to the correct customer:

  1. Find the invoices that were incorrectly paid
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  2. Unapply all the incorrect payments from the original invoices
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  3. Update the EDI Status on the invoices that need to be paid to 'Resend Payment Request' (For more information on how to update EDI Status, please see our help resource on how to update EDI Status)
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Note: Do NOT complete the above steps until the bank information has been updated on the AR Account to the correct information.
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Following these steps will re-request payment on the original invoices.
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How to remove the open credit caused by the incorrect payments on the incorrect customer:

  1. Create an invoice for the customer that had its invoices incorrectly paid by another customer's account.
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  2. Add a Non-Inventory Product of your choosing to the invoice
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  3. Set the Purchase Quantity to 1
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  4. Set the price of the product to the total amount that needs to be corrected that was incorrectly paid
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  5. Click Save Changes
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  6. Click Apply Payments
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  7. Apply this invoice to all the incorrect payments (The Open balance on the invoice should be 0 after payment application)
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  8. Load, Return, and Balance the load sheet
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Note: Please make sure to apply the payments before balancing the load sheet so we do not credit the customer back the money incorrectly.
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Following these steps will remove the incorrectly received payments that were from a different customer.

Fields And Definitions

  • Non-Inventory Product: A product that does not impact inventory and usually has a product type with allow manual price entry set to true
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  • EDI Status: A field that shows how an invoice has been sent through EDI, and can be editted to resend EDI
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  • AR Account: Stores all AR information and banking information

Best Practices

  • If you are manully entering bank information, always double check to ensure you entered the correct information on the correct account
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  • Customers can fill out their own banking information by going through the sign up for paylink process which can reduce errors and help reduce effort in setting up and managing banking information

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