Once a client has entered into an instalment arrangement (i.e. where the SR icon is present on the merchant dashboard), administrators SHOULD AVOID:
- Applying credit notes
- Cancelling invoices
- Taking manual payments from the clients
- Changing invoice reference details
These actions are likely to result in Apxium seeking to recover from your practice for any reduction in SR invoices.
External payments or allocations applied against a SOR invoice in Xero
The system will send a warning email to the merchant administrator every day for a week reminding them to remove the external allocations applied against an invoice in Xero. If the external allocation is not removed before the debit date indicated in the email, the system will automatically do a recourse payment against the firm for whatever amount is applied which can also result in a cancellation of the SOR schedule.
External payments or allocations applied against a SOR invoice for Non-Xero Users
The Apxium system cannot handle overpayments.
Any external or manual allocations applied in your practice management software while the invoice is still associated with a SOR schedule OR if you are manually allocating the full SOR disbursement (as part of your process,) this breaks the sync between Apxium and your practice management software. The system will not sync these external allocations to Apxium.
If you are receipting the full SOR payment into your accounting system to balance your books, it may lead to synchronization issues with invoices. While this practice is not recommended, if necessary, we can disregard the writeback or invoice synchronization errors on our end. Once the schedule is complete, we can manually mark it as written back.
If the SOR schedule is defaulted or cancelled, any remaining amount to be paid will be recouped from the firm’s account and the system will show it again as outstanding in Apxium.
You will then need to manage the receipting adjustments on your practice management software, to make both systems balance. Therefore, if you have manual allocations on your practice management software and the invoice in Apxium has available space to sync these external allocations, then Apxium will sync them within 2 hours.
Additionally, when you remove the Apxium written-back payments, the sync will also break.
Resolution:
If a client arranged a full payment directly to the firm's account for any invoice that is part of SOR, the schedule needs to be cancelled by an Apxium administrator. The system can then sync the external allocations to Apxium and fully pay the invoices.
If a client arranged a partial payment directly to the firm's account, you can either refund the money they received or let it sit as credit and allocate it against the invoice at the end of the schedule.
If a client wishes to arrange payment using the Apxium portal, please refer to SOR Instalments - Make Payment
If you need further assistance on this, please contact Apxium Support.