Skip to main content
Version: Current

Troubleshooting: Remittance Advice Not Matching Invoices

Problem​

When processing a customer remittance advice in Zudello (Sales > Remittance), payment lines on the remittance (left side) are not automatically matching (linking) to the expected open Sales Invoices in Zudello (right side).

Common Causes​

  1. Incorrect Customer Match: The remittance advice header is linked to the wrong Customer record in Zudello. Matching only occurs between the remittance and invoices linked to the same Customer.
  2. Missing/Incorrect Data on Remittance Line: Key matching data (Invoice Number, Amount) was not extracted correctly from the remittance advice line, or is missing.
  3. Missing/Incorrect Data on Zudello Invoice: The corresponding Sales Invoice in Zudello has an incorrect Document Number or Total Amount, or is missing entirely.
  4. Amount Mismatch: The payment amount listed on the remittance line does not match the outstanding amount on the Zudello Sales Invoice (within a small tolerance). This could be due to partial payments, deductions, or errors.
  5. Invoice Already Paid/Closed: The corresponding Sales Invoice in Zudello is already in a COMPLETE (Paid) or CLOSED status and is therefore not considered "open" for matching.
  6. Autocomplete Logic Limitations: The automatic matching logic might fail if invoice numbers are ambiguous or formatted very differently between the remittance and the Zudello record.

Troubleshooting Steps​

  1. Verify Remittance Customer: Check the Customer linked in the remittance advice header. Is it the correct one? If not, manually select the correct Customer and Save. This should re-trigger the matching process.
  2. Review Remittance Line Data: Examine the specific remittance line that isn't matching. Compare the extracted Invoice # and Amount Paid values shown in Zudello against the remittance advice image. Are they accurate? Correct any extraction errors manually and Save.
  3. Find and Verify Zudello Invoice:
    • Manually search for the expected Sales Invoice in the Sales > Invoices submodule. Does it exist?
    • Open the invoice. Verify its Document Number and outstanding Total Amount. Do they match the remittance line details? Is the correct Customer linked?
    • Check the invoice Status. Is it still open (e.g., READY, APPROVAL, PROCESSING) or has it already been marked as COMPLETE or CLOSED?
    • Correct any errors on the Zudello invoice (if possible/appropriate) and Save.
  4. Manual Matching:
    • On the remittance reconciliation screen, click the Match icon or button for the unmatched remittance line.
    • Search for the correct open Sales Invoice for the linked Customer.
    • Select the invoice.
    • If it's a partial payment, adjust the allocated amount.
    • Confirm the match.
  5. Handle Partial Payments/Deductions: If the amounts genuinely differ due to partial payments or deductions, manually match the remittance line to the invoice and allocate the correct payment amount. Follow your organisation's procedure for handling the remaining invoice balance or investigating deductions.

Need Help?​

If remittance lines consistently fail to match despite correct data, contact Zudello support. Provide:

  • The Document UUID of the Remittance Advice.
  • Details of the specific remittance line(s) not matching.
  • The Document UUID or Number of the expected Sales Invoice in Zudello.
  • Screenshots of the reconciliation screen showing the mismatch.