If an invoice payment has been scheduled or collected against the wrong Direct Debit contract, first check that the correct Xero contact is linked to the correct Access PaySuite DDCMS contract before making any changes.
Check the customer link
Log in to the Middleware using your Xero credentials.
Go to Manage Contracts and select Import.
Locate the customer and select View / Unlink.
Confirm that the correct contract is linked to the Xero contact.
The Import page allows you to view, link, and unlink relationships between Xero contacts and Access PaySuite DDCMS contracts.
Payment already scheduled or collected
If a payment has already been scheduled or collected against the wrong contract, do not make any changes to the customer link or the associated payment records.
In Access PaySuite DDCMS:
Scheduled payments have a status of Pending.
Collected payments have a status of Paid, Unpaid, or Represented, meaning the payment has been submitted to Bacs for processing or collection has been attempted.
Once a payment has reached one of these statuses, changing the customer link or removing related payment records can cause reconciliation issues and may prevent the invoice from being collected correctly.
Do not:
Unlink the customer in the Middleware.
Delete the payment from Access PaySuite DDCMS.
Remove payment records from the Middleware.
đNote: Payments with a Pending status in Access PaySuite DDCMS are tracked in the Middleware to prevent duplicate collections. Deleting a payment or unlinking the customer at this stage can cause reconciliation issues and may prevent the invoice from being collected after the customer is relinked.
Incorrect contract linked
If no payments have been scheduled or collected, you can:
Go to Manage Contracts and select Import.
Locate the customer and select View / Unlink.
Unlink the incorrect contract and link the correct one.
Invoice already authorised and sent
If the invoice has already been authorised and sent to the payer, the recommended resolution may be to void and reissue the invoice against the correct contract.
Changes made to an invoice in Xero are normally synchronised to the Middleware and Access PaySuite DDCMS. This includes updates to the invoice amount or due date, as well as cancellation of the payment when an invoice is voided. The exception is when the payment has already been submitted to Bacs for processing.
đNote: If a payment has already been scheduled or collected, please contact us through the Access Digital Assistant and request to speak to a member of the Support team before making any changes.