Problem: Receiving a message similar to:
Invoice 999-1 was not found in Sage for customer LastName,FirstName. This can happen if the invoice has been moved to a different customer in Sage or was deleted. To fix, make sure the invoice number 999-1 is under customer LastName,FirstName and if not, please move it to that customer. If the invoice was deleted or void in Sage, please delete or mark as void in ServiceBox.
Cause: This is usually caused by an invoice being moved to a different customer in Sage after it was downloaded from ServiceBox. The connector has to look up invoices by customer name and invoice number. If the invoice was moved to a different customer after downloading, then the connector will be unable to find the invoice.
Another possible cause of this is the invoice was deleted from Sage.
Resolution: If the invoice was moved to another customer, there are two options to get rid of this message:
- Move the invoice in ServiceBox to the same customer that it was moved to in Sage. To do this, you will have to change the workorder to the new customer.
- Move the invoice in Sage back to the original customer indicated in the message.
- Mark the invoice as 'Paid' in ServiceBox. This will prevent the connector from checking if the invoice was marked as Paid in Sage.
If the invoice was deleted from Sage, mark the invoice as void in ServiceBox