GoCardless payments automatically allocated to wrong invoice - how to stop this happening, how to correct...

Question asked by Stuart Feltham 10 years ago

We are in the security industry, we will typically sell someone an alarm, lets call it £300, then monitoring at £20 a month.

The monthly payments are recurring inoices paid via gocardless auto payments. The initial payment is cheque / cash / whatever, done manually.

Sadly, before we managed to allocate the correct £300 payment for a customer, the £20 monthly payment came in, and seemingly automatically the £20 was allocated to the £300 debt. I am tearing my hair out as I cannot seem to unallocate the incorrect £20, and of course cannot allocate the correct £300 payment as it is not the £280 remaining on the invoice!!

How to stop this happening again, and how to correct please?

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6 Replies

Hi there, we have made manual corrections for now, but would be keen to see if this can be fixed for all future invoices?

Best answer
10 years ago

Hi Stuart,

Could you please specify the customers and invoice numbers for these transactions? Additionally, if you would like to send these details privately please could you send this through to contact support

Thanks

Anan

10 years ago

Hi there, that data is not really going mean much to casual viewers, so here we go - customer is HAYE01, the 'big' invoice is 1003, but that has seemingly been part paid by two small automatic go-cardless payments which should have gone against invoices 1007 and 1010. Many thanks, Stuart.

10 years ago

Hi Stuart,

May i please just confirm that you would still like for these GoCardless preauthorisations to be moved and allocated against invoices 100 & 1010? Also, would it be possible for you to provide me with the ID's of the preauthorisations in question, please?

Thanks

Chris

10 years ago

Hi Stuart,

I just wanted to check with you if this was still an issue? If you would still like us to proceed, please let me know.

All the best,

Chris

10 years ago

Hi there, we have made manual corrections for now, but would be keen to see if this can be fixed for all future invoices?

Best answer
10 years ago

Thanks Stuart.

I will see what the development team say can be done to avoid this issue in the future.

Thanks

Chris

10 years ago

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