Don't count a payment as successful until it is.
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Joe Markert
Right now the total open balance amount on the Dashboard considers an amount closed as soon as ACH begins processing. I'd like to suggest we don't count a payment as received just because ACH is processing. Sometimes it can be as much as five days before we receive payment OR the ACH payment can fail.
This means we always have a mismatch between what our QBO app shows is open and pending and what Flexpoint believes is pending requiring us to delve into the mintuae or the Payments report to track ACH items that are Processing.
I think removing this will allow the dashboard to have more value as it will be accurate, literally as we don't yet have that money - and can account for the rare scenario an ACH fails and not lead us astray when projecting cashflow.
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Robert Gundling
Hey Sam Kushner... Thanks for the response. In our case, we're reasonably happy with how FlexPoint now deals with the Invoices and Payments as far as in the interaction with our QB internally. The issue we have centers around the customer communication. There is confusion because when the payment initially processes the customer gets an email with a PDF attachment that states "INVOICE PAYMENT RECEIPT". Then, later, if/when the payment fails and we interact with the customer, we have to explain to that the payment failed and the invoice is not actually paid even though they have a receipt showing that is was paid.
I've included some redacted / blurred versions of the communication and attachment as the system sends it.
It sounds like a communication that sends to the customer a corrected invoice as well as a notice of payment failure when payment processing failure happens could help clear up confusion without changing much of how the current system works.
I hope this helps further explain the issue.
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Sam Kushner
marked this post as
complete
We have released several enhancements around this flow. The invoice in the accounting system is now updated with a Payment nearly instantaneously when a payment is submitted. If a payment ends up failing, our software will rollback the payment and the invoice will be Open in the accounting system and FlexPoint.
This was accomplished through several releases:
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Robert Gundling
I'd like to comment on this from a standpoint of the notice that the customer gets when a Payment gets applied. Customers get an email that states that Payment has been applied to an invoice, but sometimes the ACH fails. This creates confusion where the customer gets a receipt saying that "Payment Applied to Invoice" but then we're going back and showing that the payment failed.
Perhaps there's a way to say "Payment to Invoice Processing" which is more accurate? Just trying to remove confusion.
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David Szpunar
I'd actually prefer it if QBO was marked paid immediately and then undone later if the payment fails, because we trigger paid-invoice workflows when a payment is made but QBO doesn't get marked paid until sometimes a day later, which is frustrating. But I agree that at least the two sides should match. And perhaps whether to push a payment to QBO immediately or later should be configurable?
The fact that it's very difficult to integrate to the FlexPoint API to detect payments there (due to requiring an expensive certificate and being very poorly documented) exacerbates this issue since I can't band-aid it easily for my own purposes and have to rely on a QBO marked-paid webhook that doesn't fire until FlexPoint marks an invoice paid.