Sometimes manual actions in the system lead to errors. For example, a failed credit card payment might be manually assigned to the wrong subscriber, or the packing department might send the wrong invoice to a customer. As a result, the payment ends up on the wrong subscriber's account, and the correct subscriber receives no payment reminders.
Luckily, this can be corrected in just two steps.
For clarity, we will give names and numbers to the affected subscribers and invoices:
Peter Petersen pays 49 DKK toward invoice 123456, which belongs to Jens Jensen. Meanwhile, Peter Petersen’s own invoice 654321 for 25 DKK remains unpaid.
Step 1: Remove the payment from Jens Jensens invoice 760879
On the invoice page, click “Release” and fill in the form.
The system will now present you with three options for what to do with the payment. Select “Pay back”.
Note: You are not actually refunding the money, since it belongs to a different invoice
Once done, click “Show invoices ” in the top-right corner. Invoice 123456 will now show as unpaid.
Peter Petersen will soon receive an automatic reminder to pay. You can also choose to manually click “Resend” from the invoice page.
Step 2: Register the payment on Peter Pertersens invoice 654321
From the invoice page, click “Register payment”.
Even though Peter Petersens invoice is only for 25 DKK, you can and should enter the full amount he paid — 49 DKK.
When you click “Register new payment” the system will display a warning that the payment amount does not match the invoice total. This is designed to prevent typos, but in this case, you know it's intentional. Click “Register payment”.
Iteras will now register the overpayment. You will be presented with options for what to do with the excess amount, but do not choose anything at this time. Instead, click on the subscriber's name or the invoice overview in the top-right corner. In the subscriber view and invoice overview, you’ll now see that the account has a balance of 500 DKK. This will automatically be applied to the next invoice once it is created. Any issued reminders will also be automatically credited.
This two-step method (Reverse allocation and Payback → Register payment) should always be used when transferring payments between invoices belonging to different subscribers. Any differences in payment amounts will be automatically handled by Iteras.