Troubleshooting Customer Statements

Troubleshooting Customer Statements

The following are common issues regarding customer statements:

  • Customers not receiving statements
  • GST does not equal 10% of the total
  • Statements showing transactions for a long period of time
  • Customer statement showing wrong customer name
  • GST not showing on statement
  • Undo statement and billing for customers

Customer Not Receiving A Statement

Causes for customers not receiving statements include:

Cause Fix
The customer is not set as an account customer
  • In the Customer Screen, click on the Other tab.
  • Make sure Account Customer is ticked.
  • Click Save.
The customer does not have a statement type or account category selected
  • In the Customer Screen, click on the Other tab.
  • Make sure an option is selected in both Statement and A/C Category.
  • Click Save.
The customer's account category is excluded from statements
  • On the top menu bar of Retailer, click on Setup -> General.
  • Click on the Statements tab.
  • Make sure the customer's Account Category is not excluded.
  • Click Save.
Balance is below the minimum requirement
  • On the top menu bar of Retailer, click on Setup -> Customer -> Statement Types.
  • Check the Minimum amount owed before a statement is to be printed. Click HERE to learn more.
  • Make changes if necessary and click Save.
Duplicate statement types are present
  • On the top menu bar of Retailer, click on Setup -> Customer.
  • Click on the blue arrow buttons to cycle through the statement types.
  • If you find one with a duplicate description, change one of them and click Save.
  • Then, go to the Other tab in the Customer Screen and make sure the customer is set to the correct statement type.
Customer is set to receive a Printed Statement but only Email Statements have been run
In the Customer Screen, Contacts tab, check if 'Send Customer Account Via Email' is ticked. 
If untick, the Customer receives a Printed Statement. If ticked, the Customer receives an Emailed Statement.
In the top menu bar of Retailer, click Customers -> Customer Statements. Make sure you run Statements with 'Print Statements' selected and then run Statements with 'Email Statements' selected
Customer has recently made an online purchase from linked online store (Shopify, Magento, BigCommerce or WooCommerce)
In the Customer Screen, list of Transactions, look for a sale with the Description column showing 'TWC Group 15' or 'TWC Group 19'
If such a transaction exists since the Customers last Statement and the current statement will not generate, contact Tower Support

 

GST on Statements is Not 10% of Total

GST only applies on goods sold and not on payments or GST-free items. As a result, the GST will not equal 10% of the total balance outstanding if GST-free items were purchased and/or payments were made within the statement period.

Only outstanding invoices/charges will show GST on the statements too.

An example of this happening is explained below:

  • A customer is invoiced $55.00. The GST is $5.00.
  • The same customer then is invoiced for $55.00 for GST-free items. The GST is $0.00.
  • The customer pays $10.00 off his account. The GST is $0.00.
  • The total of the statement comes to $100.00.
  • The total GST is $5.00 because of GST-free items and payments that do not incur GST.

Statements Show Transactions For Long Period of Time

Statements are calculated and include transactions from the last statement that was produced for the customer. As a result, statements will, at times, show transactions for a longer period of time that usual.

For example:

  • In January, a particular customer had a statement produced.
  • In February, the customer did not receive a statement as their balance was below the minimum required for a statement.
  • In March, the customer's statement will show all transactions from January.

Customer Statement shows wrong Customer Name

If the Customer has a Postal Name set, this will be used on the Customer Statement.
Open the Customer in the Customer Screen then click the Postal tab in the bottom left corner. Edit or Remove the Postal Name as required

GST Not Showing on Statement

A transaction will only show the GST component on a statement if GST applies and it has not previously appeared on the customer's statement. If the transaction appears again on the next statement, the GST component will not be displayed and an asterisk will be shown next to the date to indicate it has appeared before. 

Undo Billing and Statements for Customers

Alert
This is for Newsagencies Only

Undo Customer Billing

If a mistake was made (e.g. billing was done twice, or the customer was charged incorrectly), you can undo the billing to reverse the customer order charges and delivery fees and make adjustments.

If the charges have already appeared on customer statements, you must first undo statements before undoing billing

On the top menu bar of Retailer, click on Customers → Customer Undo.
  1. Click on the Customer tab.
  2. In Remove Customer Billing On, the date of the last billing period processed will be shown.
  3. Make sure this is the correct date before proceeding.
  4. In System Password, type in your Retailer Level D password.
  5. Click Remove.

When the process is complete, the date will automatically changed to show the previous billing period.

Undo Customer Statements

If the prices on your customer statements are incorrect, you will need to undo the statements first before making adjustments and redoing them. This is not necessary for reprinting statements.
  1. On the top menu bar of Retailer, click on Customers → Customer Undo.
  2. Click on the Statements tab.
  3. In Remove Statements Printed On, the date of the last statement processed will be shown.
  4. Make sure this is the correct date before proceeding.
  5. In System Password, type in your Retailer Level D password.
  6. Click Remove.
When the process is complete, the date will automatically changed to show the previous statement's date.

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