What is an account balance?
An account balance is where the customer either has credit to spend with you or owes you money. In EPOS you will see the customer balance displayed when you pick up the customer details for a new sale. If they have credit to spend with you you will see the amount displayed as "store credit available", if they owe you money you will see the amount "owed". EPOS only displays balances based on open (unpaid) sales invoices and sales credits. On account payments (made in the back office) are not considered as "store credit" in EPOS and will not show up.
In back office you will see open invoices or credits on the payment allocation screen for the customer.
Why does my "Anon" EPOS customer have a balance?
When you aren't collecting customer details per sale you will be using an anonymous customer record for creating all your sales and refunds. On this record you will see all the sales invoices and payments received, as well as sales credits and refunds made (where you don't force capture of customer details for credits). If this customer record has a balance it indicates that something remains unpaid (invoice) or unspent (credit). You shouldn't really ever have a balance on your anonymous customer since this should only be used for straight forward sales which are paid in full immediately, or refunds which are reimbursed in full immediately. Where you are collecting deposits, receiving payment later or a customer returns an item for store credit you should always collect their personal details so that you can keep a full record of who owes who what.
If you find you have a balance on your anonymous customer record you will need to clear it down. How you do this depends on the reason it is there in the first place.
If it relates to a particular customer where they genuinely owe (or you owe) money you ought to move the outstanding amount onto a customer record specifically for this person (this happens automatically if you capture the customer details at the time of sale/refund in EPOS and you can enforce this for refunds in the EPOS settings). To do this you'll need to process the transaction again using the real customer details and then reverse the original transactions (using a sale/credit) on your anonymous customer.
If you are seeing store credit/debt in EPOS but the anonymous customer record in back office shows a zero balance this is due to invoices/credits remaining unpaid but the payments have actually been made (either by processing them in the back office or where a sale was refunded) and need matching together. This needs to be fixed in back office. Open the payment allocation screen for your anonymous customer and mark all the relevant open invoices, credits, payments and refunds as paid, ensuring the balance at the bottom of the screen is zero before allocating.
If the balances relate to an under payment you will need to decide why it has occurred. Was the customer supposed to receive discount that wasn't added to the sale in EPOS? Or was it a data entry error? Before you do anything make sure you know what the payment amount actually was. If discount was supposed to be on the order you can process a sales credit for the discount amount (make sure you only credit "discount" and not the product, you don't want it going back into stock by mistake). If the amount was simply entered incorrectly by mistake you can edit the journal in back office to show the correct amount. If the payment amount taken actually falls short of was required you can do a small balance write-off to your gains and losses account.
EPOS should never allow you to create an over payment for a sale since it automatically calculates the change amount for you and generates the accounting accordingly. If you do find you have an overpayment, perhaps from processing transactions in back office, follow the details provided for an under payment.
Related how to guides - Reconciling the "Anon" EPOS customer account
How to handle a payment discrepancy
Use these steps when a payment doesn't match the invoice amount, but the balance needs to be cleared from the account. This can occur due to an under payment, and over payment or exchange rate differences.
These steps can be used where the adjustment is being made at the same time as entered the payment.
- Search for the contact.
- Open the contact record and navigate to the payment allocation screen via the financials box on the right-hand side.
- Enter the amount paid against the relevant invoice(s).
- Enter the difference between the invoice and payment amount into the Adjustment field.
- An adjustment code field appears below the table where you can select the nominal code to post the write-off amount to, for example, "bad debt" or "write-offs" or "gains and losses". (Nominal codes are listed when they are set to "Yes" for "Allocate discounts to this account?").
- Click the Allocate payment button.