Prerequisite

This article assumes that you know about automatic payments and their configuration. If not, start at What Are Automatic Payments.


An automatic payment may not be processed successfully due to a number of reasons. An invoice is termed as Unprocessed when the payment has been received by Wise-Pay but the underlying accounting package has not been updated with the payment details. Wise-Pay intelligently detects such unprocessed automatic payments and displays a notification on the dashboard with a link to fix the automatic payments.



The above notification indicates that payments for one or more invoices have been received into your Wise-Pay merchant account but the accounting package has not been updated with the payment details.


When you click the Fix link, the Fix Unprocessed Payments page is displayed with details of the automatic payment. The following fields are displayed on this page:



Field

Description

Date (UTC)The data and time when the automatic payment was attempted for processing.
Payment TotalThe total amount that was attempted for processing
SurchargeThe amount of surcharge applicable on the payment
Status/ReferenceThe transaction reference number. This number is fetched from the payment processor's system.
ViewThe link to view the invoice in your accounting package
Re-allocateEnables you to allocate payment to other invoices issued to same payer. This is mainly used in the case when invoice has been voided in the accounting package.
RetryWise-Pay retries to allocate the payment to the invoice in your accounting package.
Fixed ManuallyNot recommended. It suppresses this notification and assumes that the problem has been fixed. There would not be any evidence of this transaction in Wise-Pay.


Reasons For Unprocessed Payments

The following are the main reasons for an unsuccessful automatic payment in Wise-Pay:


The invoice is in the Draft status

Payments can only be applied to approved invoices unless you have configured your account to process draft invoices. See FAQ- How Can I Configure Wise-Pay to Receive Payment for Draft Invoices.

Use the following steps to resolve the issue when the invoice in the Draft status:

  1. Log into your accounting package
  2. Search for the invoice
  3. Change the status to approve. For example, in Xero, click the Approve button.
  4. Navigate back to Wise-Pay
  5. Click Retry on the Fix Unprocessed Payments page.

Payment will now be allocated to the invoice in your accounting package.


Invoice already paid

The automatic payment will fail to process if the invoice is already paid through other payment methods. For example, through the accounting application quick link. 

Use the following steps to resolve the issue when a payment has been received for a paid invoiceA:

  1. Log into the accounting package
  2. Search for the invoice
  3. Void the payment for the invoice. For example, in Xero, click Payment and select Options > Remove & Redo
  4. Navigate back to Wise-Pay
  5. Click Retry on the Fix Unprocessed Payments page.

Payment will now be allocated to the invoice in your accounting package.

Invoices paid via direct debit and EFT

Available options:

  1. Refund the payer directly via EFT and mark the (prepayment) transaction as a cash refund
  2. Apply the invoices to the next invoice.
    If you are going to apply the payment to the next auto-paid invoice, ensure that you do that well before the payment is schedule, or cancel and reschedule the payment directly.

Invoice has been voided

The solution is to reallocate the payment. It looks for the alternate invoices to which this payment can be allocated. 

Use the following steps to resolve the issue when the payment has been received for a void invoice: