You receive a automated email from Cloud Depot RPS that a invoice loaded for payment has a credit or payment change
What is the cause of this error?
This situation arises when a customer pays a invoice that has already been loaded for payment by RPS and awaiting settlement advice from the bank, which can take up to 3 working days.
Before receiving settlement confirmation, the customer may either manually pay the invoice via bank transfer or they may have already made a payment, but the reconciliation by your staff wasn't completed before RPS processed the invoice for payment.
Please note: You will most likely get another follow up error related to this event from RPS once the payment settles.
Strategies to avoid this happening
1. Ensure that Xero file is reconciled and update to date when payments come in
2. Include a waiting period in your Auto Payment rule to allow time for reconciling payments before the automatic processing occurs.
3. Inform customers about their active Auto Payments to remind them that manual payments for outstanding invoices are not necessary.
Resolution options
1. If the payment has recently been initiated, there is a brief opportunity to prevent it from being processed. For detailed guidance on how to cancel a direct debit or ACH payment that has been initiated, please refer to the knowledge base article provided.
2. If the payment cannot be cancelled using the method above, the next step is to allow it to clear and settle in your bank account. Afterward, reach out to your customer to discuss options such as offering a refund or credit for future services. It's important to educate your customer that with Auto Payment setup, manual payments for invoices are no longer necessary.