Your customer paid one invoice through Adfin, by direct debit, card or the bank details on their payment link, when they meant to pay another. You have moved the payment in Xero or QuickBooks, but the invoice they paid still shows as Settled in Adfin.
That is expected. Adfin never moves a payment between invoices, and once the money has been paid out to you, the invoice your customer paid stays Settled for good. Adfin only follows part of a move you make in your accounting software.
Say your customer paid invoice A when they meant to pay invoice B:
What you do in Xero or QuickBooks | Invoice A in Adfin | Invoice B in Adfin |
Xero: use Remove & Redo on invoice A, then match the bank line to invoice B | Stays Settled | Paid in full: shows as Paid externally and its reminders stop. Paid in part: Adfin collects the rest as normal. |
Xero or QuickBooks: remove the payment from invoice A, then record a new payment on invoice B by hand | Stays Settled | Paid in full: shows as Paid externally and its reminders stop. Paid in part: Adfin collects the rest as normal. |
QuickBooks: edit the original payment so it applies to invoice B instead of invoice A | Stays Settled | Paid in full: shows as Paid and its reminders stop. ⚠️ Paid in part: Adfin does not see the payment and keeps collecting the full amount. Pause collection on invoice B and get in touch with us on live chat. |
If your customer still owes you for invoice A, raise a new invoice for the amount. Invoice A stays Settled in Adfin even though your accounting software now shows it as unpaid.