We have an issue with some line items that have gone missing on an invoice within Visual and are trying to fix it. I don't seem to be getting anywhere with support, so I am hoping that maybe someone in the community has run into this and found a way to resolve it.
We are not sure what happened to the line items on this invoice. Here is the history of how this order was processed:
1. The order was created in the Sales module
2. In the Shipping Entry screen, the sales order number was entered on first line Order ID* to pull up the order
3. We use TruFit Solutions to process credit card payments, to use it we clicked Macros and selected Credit Card
4. Then selected Get Cust CC
5. Highlighted the credit card line to be used and hit select on the bottom left corner
6. Hit Apply Balance
7. Entered the Security Value
8. Then hit Add New, Save and Print receipt and close
9. To ship all line items on the order, we hit the Ship All icon located to the right of the printer icon
10. That took the Qty Ordered to Qty Shipped
11. Then we went to the Invoice Form screen and hit the Generate/Print One Invoice icon and select the invoice to be printed
At the time the order was processed through to invoice, all items were on all documents. The original invoice printed at the time shows all items on the invoice.
However, in Visual, the invoice is now missing 7 line items. One of these items was a large advertising credit. The payment invoice from the credit card is applied, but the customer now shows a balance due.
What is strange is that all items are on the original closed order and the shipment. The missing items have been relieved from inventory.
Here is what we've tried so far:
1. We tried to Void the invoice and run it again. We can successfully create a new invoice, however, it will not allow to apply the payment against the invoice because the deposit for the payment has already posted.
2. We have tried to delete the invoice, but we are unable to do so because the invoice has been posted.
3. We cannot delete and recreate the shipment because it has invoices run against it.
Infor Support has been unable to help us identify why/how this happened.
If anyone has any suggestions, I would be grateful.
