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Transaction Error Report - Balance Error V8

This article details what steps to if you get an error report with Open Balance does not match the Total Due:

Error Example:

This error can cause issues with the accounts listed but it will not restrict you from completing the Posting Process.

Resolution

  1. Contact the Technical Support Team at ARS so a technician can connect and correct the errors by creating an off-set Open Item Amount for the account using the "Open Invoice Maintenance" window (only accessible by a technician). Which will be applied to correct the customer balance
  2. Review the accounts in the report and notify the technician if these are accounts that were recently split from a Master/Sub account. 
  3. Inform the Technician of what the proper balance should be for the account. Once they have applied the fix, verify you are no longer receiving the error.

Cause

Balance Errors are caused by 2 different reasons:

  1. The user running the Posting process may have had the internet/power crash during the process, they received an Error Trapper during the process, computer malfunctioned during the process, etc.
    1. If this has happened, you will typically see the following message when you re-enter the RMA system
    2. If this message appears, please contact ARS Support IMMEDIATELY, as there is a possibility that any new data entered in the system will be lost!
  2. Under some instances the Open Items data does not get updated with the recently made payment entry, OR gets the payment credited twice. This typically happens with mapped drive connections that lose read/write permissions to the server that RMA is stored on.
    1.  This however will NOT affect the Customer's actual balance which will remain correct! This particular instance creates a cosmetic issue with the accounts balance but does not change what they actually owe. Typically you can confirm this by running a statement report for the account to see that it is showing the proper amount owed.