Payments messages and frequently asked questions
Access, setup and finding records
Where is New customer receipt?
The application page exists at /payments/new, but the current Payments register has no New button. Use an approved application link/bookmark for that route with payment.create. Do not confuse it with the help site's URL.
Why is Ledger base currency blank and read-only?
The current form fills it through active Charity finance settings, requiring the relevant module context and charity.finance.view. A payment-create permission alone may not make the form usable. Ask the administrator to review the setup dependency. Do not guess a value or create a donation to bypass it.
Why are expense/donation payments missing despite the description?
The current customer search returns Customer payment records, and customer detail/actions reject other workflow types. The register's broader wording is older. Use Expense or Charity for those documents; supplier payments use Purchasing.
What is Customer partner ID?
The underlying trading-relationship ID, not the Party or Customer profile ID. Use the customer selector for creation, and copy the actual Partner ID for advanced filters. IDs in this guide are illustrative.
How do I find a receipt after a timeout?
Search payment reference, customer Partner, unit and payment dates. Inspect amount, method and allocations. A reference is not a guaranteed unique bank transaction key, so compare the full evidence before deciding the receipt is absent.
Creation, posting and correction
Does Save draft receipt pay an invoice?
No. Save creates a Draft. Post makes it allocatable. Allocation applies money to a bill. The order-specific Record Payment shortcut is a different, combined invoice workflow.
Does Post receipt send a bank transfer or charge a card?
No. It records receipt posting. Method Card/Online/Bank transfer describes the real event; these screens do not execute it or establish clearance.
Can I edit amount, reference, customer, rate or notes after saving?
There is no generic receipt-edit form. For an incorrect Draft, cancel and replace appropriately. For Posted/allocated records, refer the original evidence and record IDs to Accounts/support; do not enter a false balancing receipt.
How do I cancel a Draft?
Open it → Cancel receipt → Confirm cancel. Verify actual returned Cancelled status. There is no reason field, undo or restore control. Cancelled records retain history and can retain numeric amount/Available values.
Why did cancellation return another state?
The receipt may have changed since loading, and the service can return an ineligible cancellation record unchanged. The browser reports the returned state. Reopen/reload and inspect it before creating a replacement.
How do I reload Payment details?
The current header has no Reload button. The component refreshes after certain errors and after allocation closes; if fresh data is still unavailable, reload the browser page or return to Payments and reopen the receipt.
Allocation
Why does my receipt say Allocated but the bill remains Partially paid?
All money in that receipt has been used, but the bill is larger. Receipt 200 allocated to bill 327.60 leaves invoice Due 127.60. A further real receipt can settle the remainder.
Why is the bill Paid while the receipt is only Partially allocated?
The receipt is larger than the bill's current due. Receipt 400 allocating 327.60 leaves Available 72.40 on account. It is not an invoice overpayment to force into a zero-due bill.
Why is an expected invoice missing from the selector?
Check customer Partner, business unit, transaction currency, invoice Posted/Partially paid state, positive due and whether this receipt already has an allocation to it. Search its number or try the next invoice page; eligibility is filtered on each returned page.
Can I top up a previous allocation to the same invoice?
No. One receipt–invoice pair can have only one row. There is no allocation editor, remove or reversal control. Plan the pair's intended amount before saving. Do not duplicate the real receipt to bypass the rule.
Can one receipt pay several invoices?
Yes, different compatible invoice IDs can receive allocations while money remains. Each allocation is limited by Available and the bill's Amount due. Check remittance instructions before choosing amounts.
Can several actual receipts pay one invoice?
Yes. Each distinct real receipt can have one allocation to that invoice. See Allocation patterns.
Can I allocate GBP money to an EUR bill?
Not in the current browser. It filters for matching transaction currency and provides no cross-currency conversion override. Base currency is not the invoice transaction currency.
The save failed. Should I create another receipt?
No. Read the error and inspect the existing receipt, allocations and bill balance. An uncertain result requires fresh data before another action. Creating a second receipt can double-record the same cash.
Money on account, credits and accounting
Can I record an advance without an invoice?
Yes. The receipt form has no invoice ID. Post it and retain Available until a genuine compatible Posted bill is ready. Do not create a dummy invoice just to hold the money.
Where is Refund or Write off?
Those are not generic customer-workspace actions. Refunded/Reversed model states do not imply executable commands. Ask Accounts for the approved supported process; do not use negative receipts or unrelated invoices.
Does invoice Paid / credited equal cash received?
No. Effective credits also settle invoice balances. Reconcile actual payment allocations separately from existing credit notes. Invoicing currently disables credit-note writes in its browser.
Does posting unallocated money create the invoice payment journal?
Invoice-linked receivable/journal integration is associated with allocation. Posting alone does not apply money to a bill. Review the relevant Accounting records and actual receipt evidence, rather than assuming every unallocated receipt already has an invoice settlement journal.
Can I export a receipt PDF or import a bank statement here?
The current generic register/detail has no dedicated receipt PDF/send/export or bank import/matching control. Report exports in other workspaces are separate operations.
Quick message reference
| Message / symptom | Recovery |
|---|---|
| Payments unavailable | Check session, Payment capability and exact permission |
| Business unit lookup requires business-unit.view | Resolve access, then Retry business units |
| Customer lookup requires customer.view | Resolve access and reselect the customer |
| Invoice lookup requires sales.invoice.view | Resolve invoice-view access |
| LEDGER_BASE_CURRENCY_CONFLICT | Ask Accounts/admin to review stored/supplied base against active settings |
| Payment amount/base amount must be greater than zero | Check saved values and rate/rounding |
| Only POSTED or PARTIALLY_ALLOCATED payments can be allocated | Review receipt state; do not bypass posting |
| Only POSTED or PARTIALLY_PAID invoices can receive payments | Post/review the invoice first |
| Payment and invoice must have the same business unit and customer | Choose the correct compatible records |
| Allocated amount cannot exceed payment unallocated amount | Refresh Available and correct the amount |
| Allocated amount cannot exceed invoice amount due | Refresh bill balance and consider existing credits/receipts |
| Payment is already allocated to this invoice | Inspect the existing row; pair cannot be topped up |
| The receipt may have been created | Check Payments before any retry |
| Reload payment details before another action | Refresh/reopen and inspect actual outcome |
What to send to support
Provide the exact action/error, tenant, unit, payment number/ID, customer Partner, target invoice number/ID, amount/currency/rate and evidence reference. Mention any timeout and the state seen after refresh. Do not include passwords, banking credentials or unnecessary customer data.