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.

• Related Articles

• Layby Prepayments

  Layby prepayments allow customers to put money towards a layby in advance. This is particularly useful for items that are not in stock or are yet to be created. Creating a Layby Prepayment From the Point of Sale screen, click on Customer Payment or ...

• Setting up add customer screen

  You can customize the screen when adding new customers to remove any information that isn't needed for your customers. Click on Customer > Search > Add This will bring up the New customer details screen. Click on the settings cog at the top right. ...

• Merge Customer Account Categories Utility

  This utility allows you to merge customers from one account category into another. It is advised that you back up your data before running this utility as there is no undo function if you accidentally merge the wrong category. From the Main Screen of ...

• Layby Report

  The Layby Report lets you find all Laybys which are still outstanding, have been collected between a particular date range or for a specific customer. Generating the Report From the main screen of Retailer, click on Reports -> Sales Reports -> Layby ...

• Importing Batch Payment file

  In Retailer 3.2, a feature was introduced that allowed you to make batch payments to customers. This can be done through the Batch Payment screen in Retailer. The file needs to be saved onto your computer first. This can be any CSV file with the ...