How do I resolve a problem with synchronising invoices between Prism and Xero?

How do I resolve a problem with synchronising invoices between Prism and Xero?

On occasions, you may need to edit a Statement/Invoice that has already been generated and sent to a customer, and synchronised to Xero.

Prism enables you to do so, either by editing an invoice or editing expenses and regenerating the Statement.

However, in some cases you may find that the invoice that has been changed in Prism, cannot be synchronised with the invoice in Xero. One or both the following messages can sometimes appear.





Most of the time, this synchronisation problem occurs because either a customer payment or a credit has already been allocated to the invoice in Xero.

Here is a sample invoice showing both a Credit and a Payment allocated to the invoice, reducing the outstanding amount due. If this has occurred in Xero, the invoice cannot be modified (either manually or via the Prism <> Xero sync program).



To resolve this problem and enable the update of the invoice in Xero to match the edited invoice in Prism, you will need to manually remove any credits or payments allocated to the invoice in Xero. Here's how.

1. Manually remove any payment reconciled to the invoice in Xero

  1. Click on the payment amount  to open the Transaction
  2. Click Options, then Remove and Redo
  3. This will remove the payment allocation to this invoice. 

Note that if your bank feeds are connected to your Xero account, the customer payment transaction will not be deleted, it will appear in the Reconciliations screen again. This means you can reconcile the customer payment to the invoice at a later stage after resolving the synchronisation problem.

2. Manually remove the credit allocated to the invoice in Xero

  1. Click on the credit amount  to open the Credit Note
  2. Click the X next to the amount allocated to the invoice
  3. This will remove the credit allocation to this invoice. 

Note that this does not remove the credit note. It simply removes the allocation to the invoice. You can reallocate the credit to the invoice at a later stage after resolving the synchronisation problem.

3. Try to sync Prism and Xero again. The error for that particular invoice should no longer appear, and the invoice in Xero should now match the invoice in Prism.


4. Reconcile the customer payment to the invoice again

  1. As we removed the customer payment allocation to the invoice in Xero, at step 1, you can now go into Reconciliations and reconcile it again to the appropriate invoice.

5. Reallocate the credit to the invoice again

  1. As we removed the credit allocation to the invoice in Xero, at step 2, you can now go into the Credit Note and allocate it again to the appropriate invoice.

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