Payments, credit notes and reconciliation

This page helps when a payment, a credit note or a bank or credit card reconciliation does not work the way you expect. For each case you see what usually causes it, what you can check, and when and how to contact Exigo.

A credit card statement will not import

You want to import a credit card statement from your bank into Odoo to match the card transactions with bills, but the card does not exist in Odoo, the file will not upload, or wrong lines were imported.

What could cause this

• The card has no journal of the type Credit Card. A card statement is imported into its own journal, just like a bank statement.
• Odoo does not accept the file as it comes from the bank. Saving it as an Excel workbook (.xlsx) solves this.
• Lines were imported that do not belong in Odoo, for example from the wrong file, and need to be deleted.

What you can check

1. Open Accounting ‣ Dashboard and check whether the card has a journal there.
2. If the journal is missing, go to Accounting ‣ Configuration ‣ Accounting ‣ Journals and click New. Give the journal a name in Journal Name and select Credit Card in the Type field. The Configuration menu is shown only to users with administrator rights in Accounting.
3. If Odoo does not accept the file, open it in Excel and save it as an Excel workbook (.xlsx).
4. In Accounting ‣ Dashboard, click the name of the card journal and then Upload. Select the file.
5. Map the file's columns to fields in Odoo, for example date, label and amount. Click Test to test the import and then Import.
6. Match each card transaction: click Reconcile and select the vendor's bill, or click Set Account to post it directly to an account, for example an expense that has no bill.
7. To delete a wrong line, click ⋮ (three dots) on the line and select Delete Transaction. If the line is already matched, remove the match first, as described in the section A payment was matched with the wrong invoice below.

[Screenshot: a card journal in bank reconciliation with the Upload button and the ⋮ menu open on one line]

When to contact Exigo

Contact Exigo if the file will not import even when saved as .xlsx, if you do not have access to Configuration, or if you want help setting up the card. Email hjalp@exigo.is with the following:

• the card statement as a file, as it came from the bank,
• which bank issued the card,
• the exact error text or a screenshot.

An invoice needs a credit note, or a credit note cannot be found

An invoice was wrong, goods were returned or a customer is to get a discount after the fact, and you need to issue a credit note. Or you created a credit note but cannot find it.

What could cause this

• A confirmed invoice is not edited. A credit note is the way to correct it or refund it.
• The Invoices list shows only invoices by default, not credit notes.
• The credit note's reversal date is in the future. It is then posted automatically on that date and cannot be confirmed before it.

What you can check

1. Open the invoice in Accounting ‣ Customers ‣ Invoices, or the vendor bill in Accounting ‣ Vendors ‣ Bills, and click Credit Note at the top.
2. In the window that opens, enter the reason in Reason displayed on Credit Note. Keep the date in the Reversal date field no later than today if the credit note is to be posted right away.
3. Click Reverse to get a draft credit note with the same lines as the invoice. Change the product, quantity or price if only part is credited, and click Confirm.
4. Click Reverse and Create Invoice instead if you want to correct the invoice, for example when it went to the wrong customer. Odoo then confirms the credit note at once, matches it with the invoice and opens a new draft invoice with the same details. Correct the draft and confirm it. If the invoice was already paid, the payment is released from it. Add it to the new invoice with Add under Outstanding credits once that invoice is confirmed.
5. When a credit note created with Reverse is confirmed, Odoo matches it automatically with the unpaid amount of the invoice. If the invoice was already paid, the credit stays on the customer's account. Refund it with Pay on the credit note, or use it on another invoice of the same customer with Add under Outstanding credits (on vendor bills: Outstanding debits).
6. You find credit notes in Accounting ‣ Customers ‣ Credit Notes and Accounting ‣ Vendors ‣ Refunds. In the Invoices list you also see them if you remove the Invoices filter from the search bar.

[Screenshot: the window that opens from Credit Note, with the Reverse and Reverse and Create Invoice buttons]

When to contact Exigo

Contact Exigo if Odoo says “These invoices are irreversible:”, or if a credit note will not confirm and the message does not say why. Email hjalp@exigo.is with the following:

• the number of the invoice and of the credit note,
• the exact error text or a screenshot,
• which button you used.

An invoice shows “In Payment” instead of “Paid”

You registered a payment on an invoice, or a customer paid by card, but the banner on the invoice says In Payment and not Paid.

What could cause this

• The payment has been registered but not matched with a transaction on a bank statement. The invoice becomes Paid when the payment is matched with the bank transaction.
• The bank transaction is not in Odoo yet.
• Card payments wait until the card company's payout has been matched with them, as described in the next section.

What you can check

1. Open Accounting ‣ Dashboard and click the name of the bank journal.
2. Find the bank transaction for the payment by date and amount. If it is not there, the bank statement has to be fetched or imported first.
3. Click Reconcile, search by customer or amount, select the line Odoo offers for this payment and click Select.
4. Open the invoice again. The banner now says Paid.

When to contact Exigo

Contact Exigo if the invoice still shows In Payment after the bank transaction has been matched. Email hjalp@exigo.is with the following:

• the invoice number,
• the date and amount of the bank transaction,
• a screenshot of the invoice.

A payout from the card company does not match the card payments

The card company pays card payments out to your bank account, but the payout does not match the payments in Odoo and the invoices stay at In Payment.

What could cause this

• The payout covers many card payments. Then no single payment in Odoo has the same amount as the bank transaction, and you need to select all of them against it.
• The amount of the payout differs from the total of the payments. A difference then remains on the bank transaction.

What you can check

1. Get a statement from the card company that shows which payments are in each payout.
2. In bank reconciliation, find the payout and click Reconcile. Select all the card payments it covers and click Select.
3. If a difference remains, for example fees, click Set Account and select the account the difference goes to, or use a reconciliation model.
4. When the payout is matched, the invoices become Paid.

When to contact Exigo

Contact Exigo if the payout does not match even when you select all the payments it covers, or if you want help with a reconciliation model for the payouts. Email hjalp@exigo.is with the following:

• the date and amount of the payout,
• the card company's statement for that payout,
• a screenshot of the bank transaction in bank reconciliation.

Odoo does not find the invoice when I match a bank transaction

In bank reconciliation, Odoo does not offer the invoice or vendor bill that the bank transaction belongs to, and it cannot be found either when you click Reconcile.

What could cause this

• The bank transaction has no partner or the wrong one, and its label does not contain the invoice's number or reference. Odoo compares the label with the numbers and references of invoices, and the amount with the partner's open invoices.
• The invoice is already fully matched, for example with a credit note or another bank transaction. Odoo offers only items that are not matched.
• The invoice is in a different company from the bank account. Odoo offers only items from the same company or its subsidiaries.

What you can check

1. If the bank transaction has no partner, click Set Partner and select the customer or vendor. Odoo then compares the amount with their open invoices.
2. Click Reconcile and search by invoice number, partner or amount. If a payment has already been registered on the invoice, select the line Odoo offers for it. Click Select.
3. Open the invoice and check the banner. If it says Paid, the invoice is already matched with another transaction.
4. If you have more than one company in Odoo, check that the invoice is in the same company as the bank account.
5. On vendor bills, enter the vendor's invoice number in the Bill Reference field. Odoo then finds the bill when the label of the bank transaction contains that number.

When to contact Exigo

Contact Exigo if the invoice is open, in the same company as the bank account, and still cannot be found. Email hjalp@exigo.is with the following:

• the date, amount and label of the bank transaction,
• the invoice number,
• a screenshot of the bank transaction in bank reconciliation.

An invoice is paid in more than one payment

A customer pays an invoice in parts, or you pay a vendor bill in two payments, and you do not know how to register it. Or a small difference remains on an invoice after payment.

What could cause this

• The payment window proposes the whole unpaid amount. If you register a lower amount and Odoo shows the Payment Difference field, you need to choose what happens to the difference.
• The difference was left open when it should have been written off, or the other way round.

What you can check

1. Open the invoice and click Pay.
2. In Journal, select where the payment came in or went out, for example bank, cash or credit card, and set the Payment Date.
3. Enter the amount that was paid in Amount.
4. If Odoo shows the Payment Difference field, select Keep open to keep the remaining amount open on the invoice. Select Mark as fully paid only if the difference will not be paid, for example a small rounding difference, and then select an account in Post Difference In.
5. Click Create Payment. When the next payment arrives, click Pay again and register it the same way.

When to contact Exigo

Contact Exigo if Odoo refuses to register the payment and the message does not say why. Email hjalp@exigo.is with the following:

• the invoice number,
• the amounts and dates of the payments,
• the exact error text or a screenshot.

A payment was matched with the wrong invoice

A payment or a bank transaction was matched with the wrong invoice, or an open amount remains on an invoice that should be paid because the payment ended up somewhere else.

What could cause this

• The payment was registered or matched on the wrong invoice.
• A bank transaction was matched with the wrong invoice in bank reconciliation.

What you can check

1. Open the invoice the payment was wrongly matched with. If the payment appears at the bottom of the invoice with an info icon, click the icon and then Unreconcile. The payment is detached from the invoice but not deleted.
2. Open the right invoice. If the payment is from the same customer, it appears under Outstanding credits (on vendor bills: Outstanding debits). Click Add.
3. If a bank transaction was matched with the wrong invoice, open it in bank reconciliation, click × at the end of the line it was matched with, and then match it again with Reconcile.

[Screenshot: the payment info window on an invoice with the Unreconcile and View buttons]

When to contact Exigo

Contact Exigo if an error message appears when you unreconcile, if the payment does not appear with an info icon on the invoice, or if the payment was registered on the wrong customer. Email hjalp@exigo.is with the following:

• the number of the invoice the payment was matched with and of the one it belongs to,
• the date and amount of the payment,
• the exact error text or a screenshot.

A credit note appeared that nobody asked for

A credit note appears in Odoo that nobody created with the Credit Note button, for example when an invoice was created from a sales order.

What could cause this

• An invoice was created from a sales order where more had been invoiced than delivered, for example after goods were returned, or where the ordered quantity was lowered after invoicing. Odoo then creates a draft credit note for the difference instead of an invoice.
• Someone clicked Reverse and Create Invoice when crediting an invoice. Odoo then confirms a credit note at once and creates a new draft invoice.
• A vendor sent an electronic credit note. For companies with Exigo's e-invoicing add-on it arrives in Odoo automatically as a draft vendor credit note.

What you can check

1. Open the credit note and read the chatter. It shows which sales order or invoice the credit note was created from.
2. If it came from a sales order, open the order in Sales ‣ Orders ‣ Orders and compare the Delivered and Invoiced columns. Where Invoiced is higher than Delivered, the next invoice from the order becomes a credit note.
3. Drafts are not posted. Do not confirm a credit note that came from a sales order until you have checked the quantities on the order.

When to contact Exigo

Contact Exigo if none of this explains the credit note. Email hjalp@exigo.is with the following:

• the credit note number,
• when it appeared and what you were doing at the time,
• the number of the sales order or invoice it is linked to, if any.