Problem with new entity incorrectly linked to older transactions

Hello,

It may have been the case that you have selected the option to edit the customer rather than create a new one. This would have meant that your previous invoices under that customer will have changed as well.

You will need to edit the customer back to what it was and then create the new customer in the Sales > Customers > Add area. You will then be able to edit any invoices that were under to old customer, to be under the new one.

Thanks,

Michael

I don't think this is the answer as I know I didn't edit an existing customer but only added a new one. I've just discovered the same problem has occurred when recently adding another customer and 5 transactions have been linked incorrectly to that customer with transaction dates going back to Dec 2011. I thought previous period transactions were locked ! Also the incorrectly linked transactions were originally all for different entities so I don't think your theory answers the questions I'm afraid.

Hi CJ Freeman,

We've recently made a design change, where the green plus button beside the customer field has been changed to a grey plus button. This isn't the problem, however an issue occurs when a customer is selected in the customer field, the grey plus button changes to a grey pencil icon button. So our customers who were use to clicking the button beside the field thinking that they were clicking the plus button and adding a new customer, are actually ending up editing existing customers.

Please click on the link below to view a video demonstration on this:

http://screencast.com/t/lhYoAOe2QK

To ensure you get the plus button to appear, what you need to do is scroll to the top of the drop down list in the customer field and select the empty white space cell. This will then cause the grey plus button to appear and ensure you are adding a new customer, as oppose to editing an existing one by mistake.

Therefore, the new customer's account will contain one or more invoice which relates to the new customer and rest of the invoices that relate to the customer which has been replaced/ overwritten. You'll need to edit the new customer to the old one, then add this new customer and edit the new invoices so that they are allocated to the new customer.

I'm extremely sorry about this issue, as I understand it can be quite confusing.

Please feel free to contact us if you need any further assistance.

Regards,

Shaz

Hi Shaz,

I think your explanation of what happened is correct although I would have thought I'd have noticed that an existing customer was showing in the customer field which would have made me wonder what was going on. I have now edited the new customer back to the old one in each case and had to delete the transaction for the new customer and add them as a new customer together with their new transaction.

I'm afraid this is another example of when you change something without telling us and usually leads to considerable time spent in sorting it!

Hi CJ,

I totally agree that our procedure regarding updates has been rather poor, in terms of communicating these with our customers. We are addressing this by posting weekly news updates in the news section of our community forum's page, as well as sending them through the weekly newsletters via email.

This should ensure that any changes are sufficiently communicated to customers before they take any substantial effect.

I hope that this is helpful.

All the best,

Shaz

Thank you Shahriyar, but I don't remember getting any weekly newsletters detailing changes. Have you started doing this yet?

Hi CJ,

I can confirm this is something we have recently started. You can also view the updates on this page in the link below:

https://secure.clearbooks.co.uk/community/news

All the best,

Shaz