How do I resolve a problem with synchronising invoices between Prism and Xero?
Prism allows you to edit a statement/invoice after you have created it sent to a customer and or synchronised it to Xero. This can be done by regenerating an invoice or statement.
When you edit an invoice in Prism that has already been synced up to Xero, Prism will try to upload the updated version of the invoice to Xero. If there is a payment allocated to that invoice, the following message will appear:
An additional warning message will also appear:
This error occurs because Xero does not allow invoices that have either payments or credits allocated to them in Xero from being modified or updated.
Here is a sample invoice showing both a credit and a payment allocated to it to reduce the outstanding amount due. Because this invoice has a payment and a credit applied to it, it cannot be modified (either manually in Xero or by syncing Prism and Xero).
To update the invoice in Xero, you will need to manually remove any credits or payments allocated to the invoice in Xero. Here's how.
Manually remove any payment reconciled to the invoice in Xero
- Go into Xero
- Click on Business – Invoices
- Click on search. In the “Enter Number, Reference or Contact” field, enter the invoice number provided by Prism in the synchronisation error message. In the example screenshot above, it will be "00001-1”. Click Search
- Click into the invoice
- Click on the payment amount to open the Transaction This is the amount that is blue at the bottom of the page
- Click Options, then Remove and Redo to remove the payment allocation to this invoice. Repeat this for all payments and credits that have been applied to the 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.
Manually remove the credit allocated to the invoice in Xero
- Click on the credit amount to open the Credit Note
- Click the X next to the amount allocated to the invoice to remove the credit allocated to this invoice. Repeat this for all credits applied to the 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. Once all payments and/or credits are removed, 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.
Reconcile the customer payment to the invoice again
- 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.
Reallocate the credit to the invoice again
- 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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