Troubleshooting Accounting and related Order Issues

Seeing invoices I don't want

You may have draft invoices that for whatever reason you do not want.

Resolution

Cancel the invoices you don't want. An invoice in draft state can be cancelled - this will remove it from the active views.

Invoices are messy

After multiple extensions for a reservation the invoices for that order may be "messy" with multiple line items present.

Resolution

You can resolve many issues with multiple line items by using the Order Product Merging method.

Missing Invoices

A reservation is missing invoices for a period of a reservation.

Resolution

First you should check for any cancelled invoices for the missing periods. If an invoice was previously cancelled it will create a gap in the billing sequence. Please follow up with [email protected] if you need assistance with this specific issue.

Second you can use the "Update Invoices" function on the order to make sure all invoices are generated and up-to-date.

If there are still issues with missing invoices they can often being resolved using the [Order Product Merging] (/handling-current-stays/manage-a-stay/merging-orderproducts/) method.

Split not working

Reservations with split billing will have their split rent charges placed onto related split orders. These are the steps to troubleshoot issues with those charges and invoices.

Resolution

1. Look at the split reservation for invoices related to split orders
2. Ensure that you run "Update Invoices" on the split order to make sure invoices on a split order are up to date
3. Make sure that both the parent rent order and related guest split orders are all active. If a guest order that has split charges is cancelled the split relationship will be permanently broken.

An item has tax it shouldn’t or is not being taxed but should be

The taxes on the invoice in CRM are not what you expect.

Resolution

1. Open the order for the invoice
2. Open the order products for the items that are not correct
3. Set the Manual Tax Setting to “Yes” and update the values accordingly.
4. Save the order product
5. Review the invoices – if any invoices still need updating return to- the order and click the Update Invoices button

Additional Notes

If the tax settings for residential stays do not appear to be correct for your branch please contact support. The new CRM does support variable lengths of stay to determine taxability depending on jurisdiction – these rates and rules can be modified if required

An invoice has charges it shouldn’t

A bug was discovered with deleting products from orders. In some cases if a product was deleted from an order it’s billing information was “left behind” resulting in the charge staying on the invoice. This bug has now been resolved but existing invoices may have incorrect information.

Resolution

1. Open the Order for the Invoice
2. Click the “Update Invoices” button (found under the three dots in the far right of the ribbon)
3. This will update all the draft invoices for the order.
4. If after the update the invoice still has incorrect charges you will need to open a support ticket for this issue