Invoice Locked?

[nickscarcare]

Just had a issue with going to bill out a customer, went to post their payment, note came up said being used by another user, checked, it was not, went back in the invoice in question, and it only showed labor was due, parts went to red in color. Called support, guy was confused, ran database utility, said that was all he could do. Not sure if anyone else has had something like this happen.

[timbre4]

Apologies, I ran this by support management and upon reviewing the call, agreed the tech agent should have done more troubleshooting. We will mentor that with him.

If you have any other concerns, please don't hesitate to call in.

[nickscarcare]

Not sure if it helps, but the only thing I figured out is that it took off the check mark in the confirmed box, we either had to re-enter the parts, or check the box to make it confirmed. I called because I thought this might be something support would want to look at. Thank you.

[Cory]

We have had this same issue happen 3 times now. Called tech support, and they stated it was the way we received PO's after an electronic order. I don't see how this is possible since we do it the exact same way every time. On two of these incidents, when we run the electronic payment thru x-charge, the correct information shows in x-charge, then something changes after swiping the card and it bills for labor only, the parts are still on the order but they are not added to the total. For us, this has been very difficult to troubleshoot since it happens so randomly, usually 3-4 weeks between each other.

[timbre4]

Thanks for the additional input. Please note that Order Options has a button to confirm ALL lines at once if it ever happens again.

[Silky7]

We have had this same issue happen 3 times now. Called tech support, and they stated it was the way we received PO's after an electronic order. I don't see how this is possible since we do it the exact same way every time. On two of these incidents, when we run the electronic payment thru x-charge, the correct information shows in x-charge, then something changes after swiping the card and it bills for labor only, the parts are still on the order but they are not added to the total. For us, this has been very difficult to troubleshoot since it happens so randomly, usually 3-4 weeks between each other.

Cory,

Are you also receiving a message about the record being locked by another user when this happens? Confirmed or not, received or not, there's no reason the financial total of the parts should be dropped from the total balance.

[nickscarcare]

The total was changed when this happened to us here, it was only showing the labor was owed.

[Cory]

We have had this same issue happen 3 times now. Called tech support, and they stated it was the way we received PO's after an electronic order. I don't see how this is possible since we do it the exact same way every time. On two of these incidents, when we run the electronic payment thru x-charge, the correct information shows in x-charge, then something changes after swiping the card and it bills for labor only, the parts are still on the order but they are not added to the total. For us, this has been very difficult to troubleshoot since it happens so randomly, usually 3-4 weeks between each other.

Cory,

Are you also receiving a message about the record being locked by another user when this happens? Confirmed or not, received or not, there's no reason the financial total of the parts should be dropped from the total balance.

I am not receiving a locked message.