If an invoice payment appears to have been scheduled and subsequently collected on the wrong Direct Debit contract follow the steps below to check if the correct Xero customer is linked to the correct DDCMS contract:
Log into the Middleware with your Xero credentials.
Navigate to Manage Contracts, Import.
Locate the correct customer under the Customer Name field and press View / Unlink.
Check that the Xero Customer corresponds with the correct ECM3 (now DDCMS) Customer.
If the incorrect customer is linked but a payment has already been scheduled the Unlink button may not work, so please contact us via the Access Digital Assistant and reference the title of this article for assistance.
NB: Unlinking can be risky once invoice payments have been scheduled and processed through the integration. Payments scheduled in DDCMS are tracked in the Middleware, to ensure we never try to collect the same invoice again, if we unlink, this information is lost and when the Xero contact is relinked it will see all invoices as new invoices. This is fine if the previous invoices were paid and updated as such in Xero, as the integration won't try to schedule payment for Paid invoices. However any invoice that is still showing as pending i.e. needing to be collected in Xero will be rescheduled for collection in DDCMS.
Before requesting to unlink and relink, please ensure all invoices in Xero are in the correct status.