Explanation
This is caused by a problem writing to the database. It is usually related ton either networking issues or interface between Cyrious and Windows
Resolution
- Get order number from customer
- View order in SMS - confirm Totals tab is missing payment, but payment is showing in the Payment History and Adjustment History in the History tab
- Confirm Payment History does not show payment coming out (See Resolution 3)
- Get everyone out of Cyrious and backup the database
- Open the DBBrowser
- Confirm payment is in the GL table by filtering - OrderID = XXXXX (see Resolution 2 if not there or if amount show being transferred to customer credit)
- Add payment amount to the Order table in the TotalPayments field
- Reduce down the BalanceOutstanding field in the Order table accordingly
Resolution 2
- Get order number from customer
- View order in SMS - confirm Totals tab is missing payment, but payment is showing in the Payment History and Adjustment History in the History tab
- Confirm Payment History does not show payment coming out (See Resolution 3)
- Get everyone out of Cyrious and backup the database
- Open the DBBrowser
- Confirm payment is in the GL table by filtering - OrderID = XXXXX
- IF payment is not in the GL table do the following steps:
- Remove payment info in the Adjustment, and Payment tables (copy the date and save to a notepad)
- Reopen Cyrious
- Have customer reenter payment (confirm success)
- Close Cyrious and SSLIP
- Backdate the payment info in Adjustment, GL, and Payment tables
Resolution 3
If the Payment History shows the payment coming out, do the following:
- Open the Customer record
- Go to the History tab
- Scroll down in the Payment History and look for the Payment coming out of the order
- Confirm you see the payment going into Customer Credit (Order of 0 with the payment amount)
- Go to the Financal tab and confirm the customer has the credit for atleast the amount of the payment
- Go to the Payment window
- Select the Apply Credit button
- Apply the credit back to the order
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