Searching and managing payments

SECURITY  Access to Contracts, and contract permission Can access Invoice History, (Invoice) Export Wizard and Payments enabled. Refer to Contract security settings.

NAVIGATION   > Contracts > Invoices & Adjustments > Payments

Payments processed in Autotask can be accessed on the Payment Search page. On this page, you search for credit card or eCheck payments and manage refunds. To open the page, use the path(s) in the Security and navigation section above.

  • To display a list of all records of a given entity in your Autotask instance, click Search without applying any filters.

Search results containing more than 25, 50, or 100 records (depending on your Records per page setting) are paginated. Use page navigation to view additional results. At most, 5,000 data record will be retrieved at any one time.

The Active filter defaults to Active on the Organization Search, Contact Search, My Organizations, and My Contacts pages, as well as on the global Search by Organization, Contact (First Name), Contact (Last Name), and Contact (Email). The counters in the My menu also reflect only active entities.

NOTE  There are several options for phone number filters. The Phone filter will look for a contains match that includes any characters (such as - or () ) entered in the filter box. The Organization Search and Contact Search pages have a Phone (numbers only) option that will ignore special characters in the filter and the results. It will do a contains search for just the numbers entered in the filter box. The Contact Search page also allows you to do a Phone (Starts With) search. It will search for phone numbers that start with the value entered in the filter box.

Button Description

SECURITY  By default, Export is available to users with Admin security level and disabled for all others. It can be enabled for other security levels. Refer to Can export Grid Data.

NOTE  When exporting to CSV: To ensure consistent date/time formatting in the CSV output, we strongly recommend that the user’s date/time format settings in Autotask be identical to the Windows date/time format settings of the computer performing the export. This will prevent conflicts in how the software that generates the report interprets the date/time format.

  1. Click the Export as CSV icon.
  2. A window opens that allows you to download and open the exported file.

NOTE  Note that only the selected columns of the first 5,000 records will be exported.

IMPORTANT  The export file does not contain all fields that are required to re-import the data using the data import templates, and the data headers do not match.

The Column Chooser allows you to customize search results tables throughout Autotask. It determines the following:

  • Which columns are displayed on the table
  • The left-to-right display order of the columns

NOTE   Column Chooser settings on search results tables and some standard reports are part of the user settings stored on the Autotask server. You can log in from any computer and have your column chooser settings applied to your Autotask session. To clear the data stored in your Autotask instance and reset the column chooser settings to the Autotask default settings, click Reset Settings in My >  Miscellaneous > Settings.

To customize the table, do the following:

  1. Click the column chooser icon above the search results. The Column Chooser page opens.

Columns appear either in the Available Columns or the Selected Columns panel.

  1. Double-click a column name or select one or multiple columns and click the left or right arrow to move columns to the other panel.
  2. To change the display order of the columns, select one or multiple columns in the Selected Columns panel and click the up or down arrows.

NOTE  Top-to-bottom order in the Selected Columns list becomes left-to-right order on the Search Results list.

  1. Click Save & Close.

NOTE  If the characters + # appear after the column name, then that column may have multiple items returned for some rows. If that occurs, the first item will appear in the row followed by + and the number of additional items returned. To display the list of additional items, hover over the item in the column.

Click the refresh icon to execute the search on the current table again, using the same search criteria to find new records that were added since you first performed the search.

The following columns are selected by default:

Column Name Description

Organization

The customer organization associated with the transaction.

Contact

The customer contact associated with the payment. Customer contacts associated with payments cannot be deleted.

Payment Method last 4 digits

The last four digits of the credit card or checking account number the payment was debited from.

If the bank account number is short, the first 3 digits will be masked.

Transaction ID

The unique ID generated by the Automated Clearing House (ACH) during the electronic transfer of funds. If the transaction is rejected, no transaction ID is generated.

Transaction Response

The payment gateway will return a response to Autotask that indicates whether the payment was accepted.

  • If the transaction is accepted, the return message will be Transaction was approved [SUCCESS].

  • If the transaction is rejected, the return message will be Transaction was rejected by gateway [detailed explanation plus REFID].

IMPORTANT  If a transaction is initially accepted but later fails to settle, the Transaction Response field in Autotask is not updated. You must address this in the payment gateway directly and cancel the transaction in the View Details popup window of the payment. Refer to View Details.

Sale Amount

The total amount of the invoice the payment was generated for.

Refund Amount

The amount returned to the customer if either a full refund is issued (Refund Amount = Payment Amount) or the payment is applied to a second invoice with a smaller total than the first invoice: Refund Amount = Payment Amount - Applied Amount.

Payment Amount

The amount processed with the payment of the original invoice: Sale Amount = Payment Amount = Applied Amount.

NOTE  If this value is < $1.00, the transaction is rejected by the gateway.

Unapplied Amount

If the invoice for which the payment was processed is voided, the processed payment is disassociated or "unapplied" from the invoice. It is not immediately refunded to give you the option to apply the payment to another invoice. At this point, Unapplied Amount = Sale Amount = Payment Amount. If you hover over the context menu, all three options are available. Refer to Context menu.

Applied Amount

Initially, the Applied Amount is equal to the Sale Amount and the Payment Amount. If the invoice is voided and all or part of the Unapplied Amount is applied to another invoice, that portion of the payment = Applied Amount. The remainder, if any, is automatically refunded:

Applied Amount = Payment Amount - Refund Amount.

Payment Date

The date the transaction was entered.

Paid/Accepted By

The user who entered the payment into Autotask.

Last Modified Date

The date the transaction was last modified.

Last Modified By

The user who last modified the payment in Autotask.

Invoice ID

The system-generated Invoice ID of the invoice or invoices the payment was applied to. A payment can be applied to multiple invoices if it is unapplied from the first invoice and applied to a second one.

Th context menu has the following options:

Option Description

Issue Full Refund

This option is available if the invoice has been voided and the payment has been unapplied. Refer to Voiding an invoice.

If you select this option, a confirmation dialog will open. If you click Yes, a refund for the full amount will be processed in Autotask.

IMPORTANT  The refund will not be communicated to the payment gateway. To actually issue a refund to your client, you must issue it manually from the payment gateway. To learn more on this process, refer to our How do I issue a refund? article.

Apply Unapplied Amount to Another Invoice

If an invoice is voided, the payment is unapplied from the original invoice. You can apply the unapplied amount to another invoice with an equal or lesser total. If the amount of the selected invoice is less than the unapplied amount, a refund is automatically created for the difference.

View Details

If you select this option, a dialog window will open. It will show the sale and, if processed, a refund transaction. The context menu has one option: Cancel Transaction.

  • If you cancel the sale, both the sale and the refund (if any) will be canceled, and the payment will be disassociated from the invoice. The Approved check mark will disappear, and on the table, the amount will be removed from the Sale Amount column. But since the transaction did happen, the Payment Amount is still shown.
  • If you cancel a refund, the refund will become an unapplied amount that can be applied to another invoice. The Approved check mark will disappear, and on the table, the amount will appear in the Unapplied Amount column.