To resolve this issue - our support team will need to investigate, run scripts or liaise with the hosting or development teams. Any issues with contacting us, please see the following Get support in Dimensions.
Please provide the following details:
The affected account or accounts.
The transaction details for the relevant transaction - such as the audit and header references.
A screenshot of the aged report showing the issue.
A screenshot of the customer list screen to show the outstanding balance.
Highlight the balances and advise which is the correct balance.
It will be necessary for us to first carry out the investigation on a backup copy of the database to identify the fix, before we can apply to the live database.
If the database is not hosted by Access, please include details of how to obtain a copy of the database.
Note: If your IT are required to provide us with a backup copy of the database, please conact them first, and provide their ticket reference and contact details.