A customer's invoice is missing from the Receipt screen. What do I do?
If you are entering a customer's payment and you don't find the invoice you're looking for, this article may help.
Example
Receipt entry example
In the Receipt example below, we are attempting to apply a $210 payment that was received from ACME Manufacturing but the invoice is missing from the list of open A/R items.
A/R Aging example
Navigate to Accounts Receivable -> View AR Aging and find the A/R item (cross-reference from the Sales Order screen is one easy way to do it).
You can see there is value known as Pending Applied Amount -- this value tells the system to not display the A/R item in the Receipt screen and is designed to prevent A/R from being paid more than once.
The Pending Applied Amount will get zeroed out by the system when the Receipt is posted. However, if a Receipt is entered and then cancelled or voided, you might need to run a utility to clear this amount.
How can I fix it?
The first thing you'll want to do is verify that the A/R has not already been paid with a different Receipt. You can cross-reference from the Sales Order screen to the Receipt screen to find any Receipts that have paid for the A/R.
If you don't find an existing Receipt then the next step is to run the A/R Balances utility.
A/R Balances utility
Navigate to Administration -> Utilities and select the AR/AP Balances utility. For this purpose, you only need to check the Rebuild A/R Balances setting (leave the other two boxes unchecked) then click Rebuild.
If there's not actually a Receipt for the A/R item, the Pending Applied Amount will be cleared.
If the Pending Applied Amount is not zeroed out after running this utility, then that means a Receipt has already been entered for this item.
Receipt Entry
After the above utility is finished, navigate to Accounts Receivable -> Receipts and create a new Receipt.
The A/R item will not be displayed initially, but we can add it to the list by first clicking the ➕ symbol. Next, enter the Invoice Number and click Apply.
And just like that, the A/R item is back in the list! Now we can apply the payment.
