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Credit Card Customers Invoices Aren't Closed, etc.

Discussion in 'Optigold ISP' started by dhardison, Sep 9, 2004.

  1. #1
    We recently upgraded from version 3.08 to 3.3.4.
    We did not alter any settings, although there may be some new ones we are not aware of.
    After upgrading, we've had some issues with our invoices / statements.

    We generally create statements on the 14th or 15th of the month. ( Our customers are by monthly, not by anniversary date. ) The due date would be the last day of the month. This time, the due date showed as the day the statements were created. This affected all customers, no matter the payment type.

    Also, we have run across a number of our credit card customers whose invoices were not closed after their cards were billed.
    The customers balance is $0.00, their card was processed, byt their invoice is still marked as 'open'. Their due date is also not advanced.
    Closing the invoice advances the due date and the open status is removed.

    We've checked the customer billing options and verified that they have not changed since we first created them:

    invoice 2 days before expiration
    bill 1 day before expiration date
    past due 0
    place on hold 1 days
    cancel account after 45 days

    Where do we go from here?


    Douglas Hardison
     
    dhardison, Sep 9, 2004 IP
  2. digitalpoint

    digitalpoint Overlord of no one Staff

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    #2
    Did you process the credit cards with the "Bill Customers" option on the main menu? Also, are you using a realtime credit card processor, and if so, which one?
     
    digitalpoint, Sep 9, 2004 IP
  3. dhardison

    dhardison Guest

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    #3
    No. It was done using automated tasks.

    Yes. We are using Verisign Payflow Pro.
     
    dhardison, Sep 9, 2004 IP
  4. digitalpoint

    digitalpoint Overlord of no one Staff

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    #4
    The only thing I can think of would if if there was some confusion by having more than one set of data files around (the system not knowing which one to use). Do you have more than one set of data files that could have possibly been used (backups for example)?
     
    digitalpoint, Sep 9, 2004 IP
  5. dhardison

    dhardison Guest

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    #5
    Looking at our database files, I don't see any duplicates.
    Our backup data files are stored on a different server that does not
    run FileMaker.
     
    dhardison, Sep 10, 2004 IP
  6. digitalpoint

    digitalpoint Overlord of no one Staff

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    #6
    Is it something you are able to replicate if you run the bill customers from the main menu (rather than automated tasks)?
     
    digitalpoint, Sep 10, 2004 IP
  7. dhardison

    dhardison Guest

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    #7
    I didn't get a chance to try it out before our invoices ran again last night.

    Out of curiosity, if we wanted our customers billed at the end of the month, what would the correct settings be for :
    'Maintenance & Preferences' -> 'General Prefrences' -> 'Invoicing'

    Adjust Due date X days compared to expiration date
    Set invoice due date X days into future automatically
    Set first invoice due date X days into the future automatically ?

    Currently, these are all set to 0.
     
    dhardison, Sep 13, 2004 IP
  8. digitalpoint

    digitalpoint Overlord of no one Staff

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    #8
    Those settings would not affect when they are billed. You would want to check column 2 under the account type grid under the Accounts Preferences.
     
    digitalpoint, Sep 13, 2004 IP
  9. dhardison

    dhardison Guest

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    #9
    The statements printed today were for account type 'Individual'.
    Note that this is a different account class than the information provided in
    my original post. These customers receive a paper invoice, versus the credit card customers I first mentioned who only receive email notification.

    On the 'Account Types' grid, 'Individual' has the following:
    20,20,-2,2,45

    Past Due Notice has been set to a negative number to have the notice sent out before their account is placed on hold.

    We've had these same settings for approximately 2 years.
     
    dhardison, Sep 13, 2004 IP
  10. digitalpoint

    digitalpoint Overlord of no one Staff

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    #10
    How (or if) invoices print is not dependent on the account type (or account class). The account type controls how far before their expiration date before they are invoiced/billed. You can find the settings for how they invoice is sent under the Invoicing Preferences (Invoice Type For CC/Debit/Other), or you can override the system-wide settings on a per customer basis on the customer's Invoices screen.
     
    digitalpoint, Sep 13, 2004 IP
  11. dhardison

    dhardison Guest

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    #11
    Right. I was just including that information to point out that the date error is not occuring on just one particular set of accounts.
    We've wandered slightly from the original topic of my first post.


    We generally create statements on the 14th or 15th of the month. ( Our customers are billed monthly, not by anniversary date. ) The due date would be the last day of the month. This time, the due date as printed on the statement was the day the statements were created. This affected all customers, no matter the payment type.

    In other words, the date shown for 'show due date on upper invoice' and
    'show due date on return stub' differs on the statement.

    For statements printed today, the upper invoice shows October 1, while the return stub shows September 13 as the due date.


    Also, we have run across a number of our credit card customers whose invoices were not closed after their cards were billed.
    The customers balance is $0.00, their card was processed, but their invoice is still marked as 'open'. Their due date is also not advanced.
    Closing the invoice advances the due date and the open status is removed.
     
    dhardison, Sep 13, 2004 IP
  12. digitalpoint

    digitalpoint Overlord of no one Staff

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    #12
    Hmmm... can you post a screenshot where you are seeing the upper and lower due dates different?
     
    digitalpoint, Sep 13, 2004 IP
  13. dhardison

    dhardison Guest

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    #13
    http://www.bbnp.com/statement.jpg

    Notice the difference in the dates for
    Service Paid Through
    versus
    Due Date
     
    dhardison, Sep 14, 2004 IP
  14. digitalpoint

    digitalpoint Overlord of no one Staff

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    #14
    You aren't showing a due date up top. The service paid through date is not necessarily the same as the due date. The paid through date is the customer's expiration date.
     
    digitalpoint, Sep 14, 2004 IP
  15. dhardison

    dhardison Guest

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    #15
    Okay, that makes sense. What's strange is that they have always been identical. They pay month to month, so the paid through date and the expiration date would be the same, exept under special circumstances.

    And if it were just a few customers, it wouldn't be that much of a problem, but this has affected everyone's statements.

    So what can we do at this point to put those two numbers back in line?
     
    dhardison, Sep 16, 2004 IP
  16. digitalpoint

    digitalpoint Overlord of no one Staff

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    #16
    Well first, which of the two dates (expiration date or due date) do you think is incorrect?
     
    digitalpoint, Sep 16, 2004 IP
  17. dhardison

    dhardison Guest

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    #17
    Due date. The date shown is the date the statement was created.
     
    dhardison, Sep 16, 2004 IP
  18. digitalpoint

    digitalpoint Overlord of no one Staff

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    #18
    If you look at the invoice itself (click on it from the customer's Invoices screen), is the date set there? If so, go to your Invoicing preferences (under General Preferences) and you could have 4 fields where you can put a number into them regarding the due date. Make sure the last 3 are blank. If you have the Set Invoice Due Date xxx Dates Into Future Automatically set to 0 for example, it would set the due date to the date the invoice was created.
     
    digitalpoint, Sep 16, 2004 IP
  19. dhardison

    dhardison Guest

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    #19
    That seems to be what we were looking for.

    As always, you rock. :D
     
    dhardison, Sep 16, 2004 IP