How to manually resolve records for transactions with exceeding amount or unmatched reference Number?

Most of the payments can be processed automatically. However, there are cases where the customer paid too much (exceeding amount) or where the customer used the wrong ISR number to pay the invoice. Those cases are recognized by the system and those manual tasks have to be handled by you.

Manually Resolving Records

The transaction reports in the report file from the bank are available under Transaction Records.

Based on the reference number the matching of open invoice happens automatically. However,
in certain cases the matching can not be done automatically and the items appear as unresolved. This will automatically trigger a manual task. Unresolved items appear mainly in the following occasions:

Exceeding Amount

Exceeding Amount can happen in two cases:

• In case, the client re-uses the reference number twice for an invoice that is already paid. In this situation you can either link the transaction manually to the correct transaction in case the client used the number for an old invoice but there is in fact an unpaid invoice.
  
  In order to resolve this issue, click on Change Transaction and link to the old transaction with an unpaid invoice. Once this is done, you can resolve the manual task.
  
  
• The customer used the correct reference number but paid too much for the invoice.
  
  In that case, you can manually discard the items if you open the manual task and click on discard. You should then manually create in the transaction a refund for the exceeding amount.

Unmatched Reference Number

Unmatched Reference Number happen in two cases:

• In case, the reference number cannot be found in your transaction list. In this situation it might be that the ISR number used is not generated by us but by another system that you use to create ISR numbers. You can then manually discard the items if you open the manual task and click on discard. Items in the state Discarded will be ignored by the application.
  
  
• In case the reference number is not the correct one but can be found in your transaction list (for another transaction). In this situation, you can identify in the ISR number the merchant reference that you should find in the second last block of the ISR number. Once you have identified the merchant reference, you can search for this merchant reference in your transaction list to find the other transaction with an unpaid invoice and the reference number.
  You can then manually link the transaction if you open the manual task and click on *Link Transaction*. Once this is done, you can resolve the manual task.

Once the transaction is matched, the system automatically creates a payment receipt and the payment is marked as paid.