Hi Suraya

You can go to Process match open Item and open the Invoice on the + sign.
Drag the Payment to Unallocated or to the right Invoice.
Save what you have done and you will now be able to match the payment.

Hi Suraya,

It could be that the invoice has been incorrectly matched to another payment.

Following Janneke's solution, go to Process | Match Open Item, selct the customer and the period, and press Enter.

How to match and Unmatch Open Item

You can also refer to the above article to guide you in that regard.

If my suggested answer was helpful, please click on Verify answer to confirm.

Regards,

Mapule.

Hi Mapule,

Thank you for the response. This invoice is dating back to 2021; however, payment has been made recently. Yes, the invoice may have been incorrectly matched. What can I do to fix this? 

Hi Janneke,

Thank you for the response. The invoice in question is from 2021. Payment was made in December 2024. How can I fix this?

Hi Suruya, thank you for the feedback.

If the invoice is not showing on the list of due invoices when you go Process Match Open Item, it means that it has already been matched.

You'll not be able to unmatch it since it's in a previous year. Fully matched invoices can be unmatched only if they fall withing the current financial year, or the last 3 periods of last year.

I don't see a workaround in this case, as the invoice is in 2021.

Hi Mapule,

Thank you for your response. 

This payment is now floating as a credit on the customer statement. Do you have any suggestions how to fix this? Perhaps a journal entry? If so, please explain the process.

Many thanks,

Hi Suraya,

If the customer account has a credit balance, process a journal to offset it. I however suggest that you confirm with your accountant on which account to use to to clear the payment fromt he customer's account.

Process a customer journal by going to Process | Journals | Customer Journal.

Hi Mapule,

Thank you for the feedback. It has been really helpful.