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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 Billing & payments > 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. Void it and issue a corrected invoice. If a refund is also needed, process the refund at the same time using Void & Refund.

Payment amount doesn’t match invoice total:

  1. Open the invoice and check Payments applied.
  2. The invoice shows the original total, amount paid, and remaining balance.
  3. If the amounts don’t add up, select any partial-payment row to open the payment detail and verify the recorded amount.
  4. 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.
  3. If Resend receipt is not available, verify the member has a valid email address on their profile.

If that didn’t work

Section titled “If that didn’t work”

If invoice totals still don’t reconcile after the above steps, contact MapleGather support. Include the invoice number, the payment ID, and a description of the mismatch you’re seeing.

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