You may receive an email from one of your customers asking why they are receiving overdue invoice reminders from Pencil when they already paid the Quote/Sale Order/Invoice in Cin7 Core via Pencil. Follow these steps to troubleshoot.
The key requirement here is the customer has already paid the Quote/Sale Order/Invoice via Pencil and now the customer is receiving overdue invoice reminders.
After receiving an email like this from your customer you need to check a few things in Cin7 Core as follows:
- First go directly to the Cin7 Core to Xero sync page https://inventory.dearsystems.com/XeroSynchronisation and search for the Quote/Sale Order/Invoice number to see if it has synced. Mostly it hasn't yet.
- If the payment hasn't sycned you can log into your Cin7 Core account:
- Go to: Sale -> Sales -> search for the Quote/Sale Order/Invoice. https://inventory.dearsystems.com/SaleList#all
- Then look for the payment and outstanding balance (most likely you will not see the payment or only a partial payment and there will be an outstanding balance.
- Next go to: Sale -> Customers / Credit Notes -> click on the "Customer Credits" tab and search for you customer. https://inventory.dearsystems.com/CustomerList#all
- If you see the customer credit here for the customer you can then apply that credit to the customer's Quote/Sale Order/Invoice.
- Then you need to go to sync the payment from Cin7 Core to Xero by going here: https://inventory.dearsystems.com/XeroSynchronisation and manually sync. You can also search for the Quote/Sale Order/Invoice number to check the payment has synced through to Xero yet.
- Then wait 5 or so minutes after Cin7 Core has finished syncing to Xero for the payment to sync through to the invoice in Pencil.
- Then go to Pencil -> Invoices -> search for the invoice to see the status.
- It should now be marked as Paid. If not, please go to our Live Chat or email support@pencilpay.com and provide the Quote/Sale Order/Invoice number and where you are from so we can check for you.