Duplicate Invoices

How come I have more than inv for the same client. Inv number and details?? I also got the host error, and now my stuff is all mixed up. We can not send statements and invoices like this, this is also messing up our whole book keeping !! Please fix ASAP.

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  • Good day, Megs, 

    Invoice duplications are caused by optimization issues/performance-based issues where the invoices can take an entire day to process due to the volume of invoices that need to be generated and emailed off the system.

    Our development teams are working on improving the processing speed to cater to a large number of invoices at ago to avoid discrepancies. However, we are seeing a decrease in the number of duplication cases logged but we are monitoring the process.

    If you do have any duplicated invoices, we will need to log a query with our development team. We have 3 workarounds with regards to this matter

    : We can either process credit note which will show on the customer statements,
    : We can escalate to Dev to remove the duplicated invoices if No credit notes were processed against those invoices.
    : or we can escalate to Dev to renumber the duplicated invoice which will appear on the customer statement,

    Kindly note in order for us to escalate, we will need to know which option best suits your business. I hope the above is clear enough, if not please do email us back.

    We do apologies for the inconvenience caused. Please explore our digital guides and tools, you can find these at: https://za-kb.sage.com/portal/ss/

    Regards

    P.S. Please could you kindly verify and let us know that this solution worked. You can do this by marking this reply as a Verified answer so that the rest of the Community can benefit from this.

    To verify an answer simply go to your post and click “More” > “Verify Answer

  • I want to remove the duplicated invoices so that only 1 invoice remains. there should be NO credit notes, No duplicated invoices. I just need 1 inv per client. If you want the invoice numbers that are more than 1 can gladly supply them. I really need this sorted, with 1 inv per customer. As this is not a fault on our side, but from the Sage system side. I also need to know how long this will take.

  • I had this issue for the past 5 months - send a mail with the numbers that is duplicated & mail them every day - mine took 7 days last month to get sorted - if you do a credit note it confuses the client and messes up with your statement.

    This is a Sage error and they just not coming to the party to fix as with many other issues.  Hope you come right. 

  • Good Day,

    Kindly note that this is a Performance-based (optimization issue) issue. The process can take too long which can cause a time-out.

    Our development team is actively working on a fix to prevent these issues. At the moment our workaround is to escalate the case and get the duplications removed.

    Please log this with our support department to escalate further.

    You can start a live chat with an agent by clicking on this link, view.genial.ly/5f50d4479afa780d7c46e308 or email: [email protected]

    P.S. Please could you kindly verify and let us know that this solution worked. You can do this by marking this reply as a Verified answer so that the rest of the Community can benefit from this.

    To verify an answer simply go to your post and click “More” > “Verify Answer

    Regards

Reply
  • Good Day,

    Kindly note that this is a Performance-based (optimization issue) issue. The process can take too long which can cause a time-out.

    Our development team is actively working on a fix to prevent these issues. At the moment our workaround is to escalate the case and get the duplications removed.

    Please log this with our support department to escalate further.

    You can start a live chat with an agent by clicking on this link, view.genial.ly/5f50d4479afa780d7c46e308 or email: [email protected]

    P.S. Please could you kindly verify and let us know that this solution worked. You can do this by marking this reply as a Verified answer so that the rest of the Community can benefit from this.

    To verify an answer simply go to your post and click “More” > “Verify Answer

    Regards

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