Pastel Xpress-Receipt showing in Customer Ledger but not in the "Match open item" screen

[EllieR]

Good day All,

What would be the reason for a receipt showing in the Customer detailed ledger but not on the screen of "Match open Item" for this specific customer?
And how do I rectify this?
NB. this happened in the Prior Year and that year has been closed.


I have checked the cashbook entry under "Entry type Details" and it does appear correctly with no consolidation to any other account...

I am quite baffled, any experts that can assist on how to rectify this?



Thanks in advance!

[Neville Bailey]

Hi Ellie,

It sounds like you have data corruption in the Open Item table.

You cannot fix the corruption via the normal interface, but I have the necessary tools to do so, which I can do remotely via TeamViewer or AnyDesk.

Please send me a direct email if you would like me to assist, and we can then make the necessary arrangements.

[EllieR]

Thanks Neville!
before we proceed, would this require the files from the PY as I unfortunately do not have access to it.

[TravisSinclair]

Perhaps also double check that the customer has been set as "Open Item" and not "Balance Forward" as you can't do matching on balance forward customers.

[EllieR]

Thanks @Neville and @Travis.

@Travis, I have checked, and the account is set up an "open item".

What I have noticed is that the reason I cannot see it is because I have been looking at Period 12 when Open item matching and the view shows info for 4 periods only. So view for period 9-12.
when I go into period 11 the invoice and the receipt show as allocated.

Thank you both for your input, it is appreciated!