Payments FAQs and Errors
What do I do if a payment is not synchronizing across AR Automation and my accounting system?
If you are not able to synchronize a payment, you can manually record the payment in your accounting system and manually mark the payment as synced in your AR Automation account.
How are payments processed?
In some instances, we may need to check the source of a payment and whether it was processed manually, recorded manually in AR Automation, imported from an accounting system, or processed according to the auto payment rule. This can be checked on the Payments page under the Source column (this may need to be added manually under your settings).
Why was an auto payment not triggered?
If you notice that an auto payment was not initiated for a specific customer/invoice, please check the following:
- If the customer has a payment method on file. If they do not, the auto payment can't be processed.
- If the Auto Payments setting is enabled. If it isn't, the auto payment cannot be processed.
- Check which auto payment rule should have triggered the payment (Account, Invoice, Subscription, Payment Plan). Check the auto payment rule settings to check if the invoice or customer did not meet the conditions for the auto payment rule. The account level auto payment rule (Auto Pay Schedule) can be checked in the Timeline section by finding the specific event where the Auto Pay Schedule was enabled or edited, and viewing the details.
- Check the Auto Payments Processing Schedule settings. The schedule may have been set in a way that does allow payment processing in the expected timeframe.
Why can't I issue a refund?
Keep in mind that you can only issue a refund for orders processed through BlueSnap. If a payment was recorded manually or imported from the accounting system, you won't be able to refund it via AR Automation.
If a payment record cannot be synchronized in AR Automation, that means the error message comes directly from the accounting system connected to the AR Automation account. The most common payment sync failure errors are:
|Indicate that some object associated with the payment is absent or inactive in the accounting system. This could be the customer, invoice, or line item for the associated invoice. These errors might also indicate that the customer or invoice associated with payment is not synchronized with the accounting system.|
|Indicate that the payment date is before the invoice date which Accounting System does not permit; To fix the error, it is needed to update payment date or invoice date;|
|Indicates that the accounting system does not accept the chosen payment account. To fix the error, either select the checkbox Use Invoice AR Account to record Payments or select the relevant payment accounting by clicking Account > Accounting Settings. Note: If a Payment Account is not chosen, payments cannot be synchronized with the accounting system.|
|This error happens when the invoice already has un-synchronized payments in Armatic. This helps avoid duplication of payments. In order to process the payment, synchronize all the payments applied to an invoice.|
The same error might occur if an invoice has an ACH payment with a status of "Authorized". The customer will need to wait until payment succeeds or fails in order to attempt another payment for the same invoice.
Updated about 1 year ago