Description: After posting in Route Manager the Transaction Error Report has error(s) on it stating the customer is out of balance:
“BALANCE ERROR CUSTOMER [000000] BALANCE [15.00] OPEN ITEMS [16.00]”
Reason: This can be caused by two main reasons:
- Someone has “Crashed”, received an Error Trapper, computer malfunction, etc during the Posting Transaction Process. If this has happened contact support IMMEDIATLY, as any data you enter into the program could potentially be lost!
- Under some instances the Open Items data does not get updated with the recently made payment entry, OR gets the payment credited twice. This however will NOT affect the Customer’s actual balance which will remain correct! This particular instance is a glitch in the software.
Resolution: If you have this error, please contact the Technical Support Team and they will connect to your computer and fix the errors by creating an off-setting Open Item Amount by utilizing a special screen (Open Invoice Maintenance). If there are more than a couple balance errors, they may utilize the “FixTrans” patch to globally create this Off-Setting Open Item Amount.
