Credit Note Troubleshooting

Credit Note Troubleshooting

Overview

If a supplier credit note is not appearing or was not applied as expected, there are a few common things to check.

Batchly can only apply supplier credit notes that are available in Xero, authorised, linked to the same supplier, and visible after syncing with Xero.

This article explains common credit note allocation issues and how to resolve them.

Credit note is not showing in Batchly

If a credit note exists in Xero but is not showing in Batchly, it may not be available for allocation.

Check that the credit note is:

  • Authorised in Xero
  • A supplier credit note, not a customer credit note
  • Not voided, deleted, or in draft
  • Not already fully allocated in Xero
  • Linked to the same supplier as the bills you want to pay
  • Included in the latest Batchly sync from Xero
Xero remains the source of truth. If the credit note is not available in Xero, Batchly cannot apply it.

Credit note was not applied to a bill

If a credit note is visible but was not applied to a selected bill, it usually means one of the allocation rules was not met.

Common reasons include:

  • The credit note belongs to a different supplier
  • The bill was not selected in the payment run
  • The credit note has no remaining available balance
  • The bill has already been fully paid or settled
  • The credit note changed in Xero after Batchly last synced

To resolve this, check the supplier, credit note status, bill status, and remaining credit balance in Xero, then sync Batchly again.

Credit note only partly applied

A credit note may only partly cover a bill or group of selected bills.

This is expected when the available credit amount is lower than the selected bill amount.

Partial credit example

Bill AmountAvailable CreditRemaining Cash Amount
$1,000$300$700

In this example, Batchly applies the available $300 credit and leaves $700 as the remaining cash amount.

A remaining cash amount does not mean the credit failed. It usually means the credit note did not fully cover the selected bill amount.

Credit note was changed in Xero

If a credit note was changed in Xero after Batchly last synced, Batchly may not yet have the latest balance or status.

This can happen when:

  • A credit note was authorised after the last sync
  • A credit note was voided or deleted
  • A credit note was manually allocated in Xero
  • The remaining credit balance changed
  • A bill was paid or updated in Xero outside Batchly

To update Batchly, sync with Xero again before starting or continuing the payment run.

Bill still has a cash payment after credits

If a bill still has a cash amount after credits are applied, this usually means the available credit notes only covered part of the bill.

For example:

  • Bill amount: $1,000
  • Credit applied: $300
  • Remaining cash amount: $700

Only the $700 cash amount would be included in the banking file. The $300 credit amount is allocated in Xero and is not sent to the bank.

Credit-only bill does not appear in the banking file

If a bill is fully covered by supplier credit notes, it may not appear as a cash payment line in the banking file.

This is expected. Credit note allocation is not a bank payment, so there is no cash amount to send to the bank for that bill.

Bill AmountCredit AppliedBanking File Amount
$1,000$1,000$0
Credit-only bills are settled through credit note allocation in Xero, not through a bank transfer.

If credit note allocation does not look right, check the following:

CheckWhat to Confirm
Credit note statusThe credit note is authorised and available in Xero
Supplier matchThe credit note and bill belong to the same supplier
Remaining credit balanceThe credit note has not already been fully used
Bill statusThe bill is authorised and still has an amount due
Latest syncBatchly has synced with Xero after any recent changes

How to resolve most issues

Most credit note allocation issues can be resolved by checking Xero and syncing Batchly again.

  • Open the supplier credit note in Xero
  • Check that it is authorised and still has an available balance
  • Confirm the bill belongs to the same supplier
  • Confirm the bill is authorised and still has an amount due
  • Return to Batchly and sync with Xero again
  • Review the selected bills and credit note allocation again before continuing the payment run

When to contact support

If you have checked Xero, synced Batchly again, and the credit note still does not appear or apply as expected, contact Batchly support.

When contacting support, include:

  • The supplier name
  • The bill number or invoice number
  • The credit note number
  • The expected credit amount
  • A short description of what you expected to happen

Important notes

  • Batchly only applies credit notes that already exist in Xero
  • Credit notes must be authorised and available in Xero
  • Credit notes can only be applied to bills for the same supplier
  • If a credit note was changed in Xero, sync Batchly again
  • A remaining cash amount usually means the available credits did not fully cover the selected bills
  • Credit-only amounts do not appear as bank payment lines because they are not cash payments

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