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Invoice totals don't reconcile

This article explains what to do when an invoice total doesn’t match your expected amount, or when a payment and an invoice appear to be in conflict.

What’s happening

Section titled “What’s happening”

One of several things can cause an invoice total to be out of sync:

  • A line-item edit that didn’t save correctly.
  • A surcharge policy change after the invoice was generated.
  • A partial payment that left a balance you weren’t expecting.
  • A line-item edit made after a payment was applied, which raised the total above what was collected.

How to fix it

Section titled “How to fix it”

Invoice total is wrong (invoice is unpaid):

  1. Go to Invoices (at /admin/billing/invoices) and open the affected invoice.
  2. Review each line item in the Line items section.
  3. Select Edit to correct any wrong items.
  4. Select Recompute from lines to recalculate the total.
  5. Confirm the new total before saving.

Invoice total is wrong (invoice is paid):

You can’t edit a paid invoice, and you can’t void one either — MapleGather refuses to void an invoice that has money collected on it, so there is no “void now, refund after” sequence to follow.

Correct it the other way round: refund the payment from the payment record, then issue a fresh invoice for the right amount. The original invoice stays marked Paid, with the refund recorded against the payment — that is the financial reversal. See Process a refund.

Note: there is no single control that voids the invoice and refunds the payment together. A Void & Refund action was specified once and was withdrawn in September 2026; if you are following older guidance that names it, use the refund path above instead.

Payment amount doesn’t match invoice total:

  1. Open the invoice. It shows the total (Amount) and the status, but it doesn’t list the payments applied to it or the remaining balance.
  2. Find the payments for this invoice in the Payments list and open each one to verify the recorded amount.
  3. For a manual payment recorded at the wrong amount, record a correction payment for the difference, or adjust the invoice total (if still unpaid).

Paid invoice still shows a remaining balance:

  1. Open the invoice and review the Audit trail for edits made after the payment was recorded.
  2. If the total was raised after the payment, record an additional payment for the difference or contact the member.
  3. If the change was an error, restore the original line items and select Recompute from lines.

Invoice shows “Paid” but no receipt was sent:

  1. Open the linked payment.
  2. Select Resend receipt to send the receipt to the member’s current email. The page confirms Receipt sent — on its way to the member. For the member’s privacy it doesn’t show you the full address: the receipt goes to the member’s verified billing contact email, else their verified main contact email, else the email on their member record.
  3. If Resend receipt is not available, verify the member has a valid email address on their profile.
  4. If the page says the receipt can’t be sent, read its message: there may be no email address to send to, the payment may be a donation (resend the donation receipt from the donation instead), or the email couldn’t be sent right now — try again later. If it says “Too many attempts. Try again in a minute.”, the receipt was resent several times in a short time (more than 5 in a minute for one payment or one address, or more than 20 in a day to one address); wait and try again.

(Prior text, superseded 2026-10-14 by v1.2 and kept: step 2 ended at “…to the member’s current email.” with no confirmation or address, and there was no step 4. Automatic receipts are also retried now if a send fails, so a missing receipt is more often a spam-folder or address problem than an unsent one.)

If that didn’t work

Section titled “If that didn’t work”

If the totals still don’t reconcile, the difference is in one of three places: a line item on the invoice, a payment applied to it, or a refund recorded against one of those payments. Open each of those payments from the Payments list and compare its amount and refunds with the invoice. Correct an unpaid invoice by editing it; correct a paid one with a refund and a fresh invoice, as above.

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