How do I remove a customer/account/layby payment?

Mistakes happen and it may be necessary to remove a payment accidentally made to a customer account or a layby.

Things to be aware of:

1. The payment cannot be removed if it has appeared on a customer statement.
2. If the payment was done on a previous day, that End of Shift will not be affected/changed.
   
3. Other reports will reflect the changes.
4. Layby payments should not be deleted if the layby is completed and collected.
   

 To remove the payment:

1. Open the Customer screen and bring up the customer account.
2. Find the payment in customer's transaction history.
3. Right click on the payment and select Open Previous Sales Screen.
4. Delete the payment with the Delete button in the bottom left.
   

Customer payment already on statement

If the payment has already appeared on a customer statement, it cannot be deleted. If you need to correct / adjust the account, you will need to perform new transactions.

First, perform a Balance Adjustment on the account, to get their balance correct. This will charge the account for the amount, and appear on the next customer statement so you may need to inform the customer.

For information on how to perform Balance Adjustment, see this video, or check out this link.

Then, you may need to perform a transaction to correct the takings from the payment. This will affect your End of Day reports for today but will ensure any takings reports on this period are accurate.

1. Make sure you have a stock item that you can use in a refund transaction. This item will get its quantity increased so it's best to use a generic or miscellaneous item (or even a static item).
   
2. Go to the POS screen, and perform a sale with this item (to the affected customer account, if you wish to keep the paper trail tidy). Enter the quantity of the item on the sale as -1.
   
3. Finish the sale against the same payment type as the original payment e.g. if original payment was done with Direct Deposit, do the refund against Direct Deposit.
   

Accounting Link Considerations

If you use the Tower accounting link to export data to Xero or MYOB, the original accidental payment will have exported over to your accounting program on the original date.

If you delete the payment, you may need to make manual adjustments to your accounting program.

If you perform the additional steps due to the payment already appearing on a customer statement, the changes will export over to your accounting program, and your accountant / book keeper may need to reconcile the Balance Adjustment amount that is exported.

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