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A invoice that is loaded for payment has had a credit or payment change

You receive a automated email - 'Warning - A invoice that is loaded for payment has had 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 consider for preventing this issue:

1.Make sure to inform the customer that the Auto Payment will be processed on the due date, and advise them not to make any manual payments unless specifically instructed to do so.

2. Ensure that Xero file is reconciled and update to date when payments come in

3. (Optional) Include a waiting period in your Auto Payment rule to allow time for reconciling payments before the automatic processing occurs.

Resolution options

Scenario 1. Try cancelling the Direct Debit / ACH

If the payment has only recently been initiated, there is a short window in which it may still be cancelled before processing begins. For step‑by‑step instructions on cancelling an initiated Direct Debit or ACH payment, please refer to the knowledge base article provided.

 

Scenario 2. Direct Debit / ACH is still waiting settlement.

If the payment cannot be cancelled using the steps above, allow it to clear and settle into your bank account. If you have manually applied a payment to the invoice, remove that manual payment so RPS can settle and apply the payment automatically. Any refund of the manual payment must be processed outside of RPS.

 

Scenario 3. Direct Debit / ACH or Card payment has settled

You were unable to remove the manual payment before the Direct Debit / ACH settled and you have now received a follow‑up error from the platform.

In this scenario, we recommend removing the payment or credit from the invoice(s) linked to the transaction in your accounting package, then allowing RPS to reprocess the transaction and apply the payment.

Please see this KB article on how to re-try the transaction to apply payment