Troubleshoot payment status

Payment status troubleshooting helps avoid duplicate charges, duplicate invoices, or incorrect follow-up.

What this feature is for

• Payment status troubleshooting helps avoid duplicate charges, duplicate invoices, or incorrect follow-up.

When to use it

• A customer says they paid but the invoice is not marked paid.
• A refund, credit, or portal payment seems delayed.

Do it manually

1. Open the document detail.
2. Refresh the document and payment applications.
3. Check portal status, Money outbox, and recent events.
4. Avoid creating a duplicate payment until the status is clear.
5. Escalate only after collecting document number, customer, amount, and time.

Ask Faster AI

Troubleshoot payment status for [invoice/customer]. Check document status, applications, outbox, and recent events, then tell me the safest next step.

Review before saving or publishing

• Confirm the customer, amount, due date, tax, discount, and payment terms.
• Preview customer-facing links before sending them.
• Record refunds, credits, and manual payments only after checking the latest balance.

Common mistakes and fixes

• If a document will not send, check that payment setup and customer email are complete.
• If the balance looks wrong, reopen the document detail and refresh payment applications.
• If a payment event is delayed, review Money outbox status before creating a duplicate action.

Placeholder media

• Screenshot placeholder: Replace with an annotated screenshot of troubleshoot payment status.
• Video placeholder: Replace with a short walkthrough showing the manual path and review step.

Related help

• Review Money outbox status
• Track invoice status