Forwarded Invoices: Troubleshooting
Symptom What it means What to do A share says Settled and the recipient asks why it does not say Paid Somebody else's payment on the invoice covered it. The recipient did not pay it themselves...
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| Symptom | What it means | What to do |
|---|---|---|
| A share says Settled and the recipient asks why it does not say Paid | Somebody else's payment on the invoice covered it. The recipient did not pay it themselves | Explain that their own payment history is deliberately empty and the amount is shown under Covered. Nothing is owed |
| The invoice shows an outstanding balance but every share is closed | A payment was reversed. Covered shares deliberately stay closed and the person who authorised the payment carries it | Read the panel on the Forwarding and Splits tab. It names who stays released and how much is owed again. This is not a fault |
| A resident says they were charged for a portion that was already covered | This was the defect fixed in this release. Every screen and every charge now subtracts money covered on their behalf | Check the share row's Covered figure. If a charge predates the fix, raise it for correction |
| Staff cannot delete a share | The share has money on it, or it is a declined record | Both refusals are deliberate. An open share with no money can still be removed |
| A person is missing from the resident's forward picker | They declined this invoice before, or they are not on the home's records | A declined person is permanently unavailable for that invoice only. If they are missing entirely, check the unit's occupants |
| The forwarding slider will not go as high as the resident expects | The rest of the percentage is already claimed by other shares on the same invoice | Expected. A declined share releases its percentage back into the pool; a covered one does not |
| A payment failed with a message that the amount owed has changed | A concurrent payment settled part of the obligation while the payer was on the payment screen | Ask the payer to reload and pay the new, smaller amount. This is the product refusing money that is no longer owed |
| The recipient never got the settled notice | The email provider did not accept the message | The notice is retried automatically once its claim expires. If it is still missing after an hour, escalate |
| A recipient says their portion went up without warning | Only unpaid portions recalculate, and a notice is sent for every increase | Check whether the increase notice was delivered. If the amount rose without a notice, escalate |
What to gather before escalating
The invoice id, the recipient's email address, the share's current status, and whether any payment on that invoice was reversed. With those four facts the allocation ledger shows one row per credit and explains where every cent went.
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