In the occurrence a payment has been incorrectly allocated to an invoice or invoices, we can take steps to get this mis-allocation corrected and reconciled to the appropriate invoice. The actions taken are dependent on whether or not the invoices are cashed-in or not, in which the steps to get these rectified differ slightly.
Cashed-in invoices:
If the invoice the payment was incorrectly allocated to is cashed-in and the intended invoice is also cashed-in:
- Please contact Marmalade at support@withmarmalade.com to advise the incorrect invoice allocation as well as the correct invoice the payment should have been allocated to (with any remittances/deposit slips if received). We will reverse this payment and allocate it to the correct invoice.
If the invoice the payment was incorrectly allocated to is cashed-in and the intended invoice is not cashed-in:
- As above, please contact Marmalade at support@withmarmalade.com to advise the incorrect invoice allocation as well as the correct invoice the payment should have been allocated to (with any remittances/deposit slips if received). We will reverse this payment and allocate it to the correct invoice. These funds will be then processed back through to you (provided there are no outstanding reimbursements required).
Non cashed-in invoices:
If the invoice the payment was allocated to is not cashed-in and the intended invoice is also not cashed-in:
- In your accounting software, you can remove the payment on the incorrectly allocated invoice and allocate the funds received by Marmalade to the correct invoice.
- As Marmalade would have made no changes to these invoices, you can treat this allocation error as you would for any ordinary reconciliation error that occurred in your account software prior to using Marmalade.
If the invoice the payment was incorrectly allocated to is not cashed-in and the intended invoice is cashed-in:
- Please contact Marmalade at support@withmarmalade.com to advise the incorrect invoice allocation as well as the correct invoice the payment should have been allocated to (with any remittances/deposit slips if received).
- To get this rectified, we will log this on our end, which will add the invoice to your M-Balance and you can reimburse this amount via cash-in or if not settled prior will be settled using payments for non-cashed-in invoices received.
- We will also create a corrective invoice which is a copy of the invoice that was cashed-in, if this hasn't occurred please contact support@withmarmalade.com.
- You can then remove the payment from the invoice that was incorrectly marked as paid and allocate it to the corrective invoice that will be generated for reconciliation purposes as you would for any ordinary reconciliation error that occurred in your account software prior to using Marmalade.
For any queries outside of the above, or to confirm any details of this process, please do not hesitate to reach out to us.
Last Updated: 10/11/2023