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Customer deposits not reflecting in D365 from POS

Posted on by 332

Hi Community,

We have a scenario where a customer comes into the store to pay their account in cash but then expect this to reflect on their account in D365 so they can use it on Call centre orders placed.

The payment is taken in POS as a Customer account deposit. However it is only reflected in D365 once the statement at the end of the day is posted. 

Is there some configuration that can be done that will enable the deposits to reflect in D365 HQ at the time when they are posted in POS?

  • Muhammad Harris Profile Picture
    Muhammad Harris 39 on at
    Customer deposits not reflecting in D365 from POS
    I have the similar issue
    I create an customer order pick or ship from POS
    run p job
    synchronize order
    sales order is created
    payment journal is created (type prepayment) - its shows the order number
    on the sales order "Payments" is disabled, what is the solution for this issue? 
  • Suggested answer
    Ramune Profile Picture
    Ramune on at
    RE: Customer deposits not reflecting in D365 from POS

    Hi Liese-Marie,

    ahh, I see now, you are talking about 'Customer account deposit' operation and not about 'Pay customer account'.

    For 'Customer account deposit' you will see transactions in HQ only when statement is posted. If this is not happening on your side, then something wrong in your environment. I do not have a suggestion what could be wrong. Please create a support ticket for us if you will not find what causes the issue.

  • Liese-Marie Heyns Profile Picture
    Liese-Marie Heyns 332 on at
    RE: Customer deposits not reflecting in D365 from POS

    Hi Ramune, perhaps you can just expand on this idea. If you say Customer order, do you mean a sales order created in POS and payment is taken against the order immediately?

    The customer works in the B2B industry and long story, they integrate sales orders to D365 from another system, so it won't work for them creating the orders in POS

    They want to utilise the POS for Cash reconciliation specifically. There are instances where a customer walks in and wants to pay an amount to their account that is not linked to any orders. In POS, how would you capture such a payment that is received in cash?

    Am I perhaps misunderstanding how and when the Customer deposit can be used? Because there is no error occurring in POS when you add a customer deposit in POS without a linked order, but I am not clear in terms of the functionality why this would not reflect in D365. Are there any documentation that explains this functionality in more detail? I am struggling to find resources.

  • Suggested answer
    Ramune Profile Picture
    Ramune on at
    RE: Customer deposits not reflecting in D365 from POS

    Hi Liese-Marie,

    how about 'customer order' to create in POS at the time when customer knows that they want to pay or continue working on call center later. Using Customer order in POS, you should see payment in HQ immediately.

  • Liese-Marie Heyns Profile Picture
    Liese-Marie Heyns 332 on at
    RE: Customer deposits not reflecting in D365 from POS

    Hi Paul Jackson , yes if you capture the payment as a payment journal directly in D365 HQ, then it reflects against the customer's account immediately. Although this is not the process we want to follow because we need the ability to do cash reconciliation at the end of the day.

  • Liese-Marie Heyns Profile Picture
    Liese-Marie Heyns 332 on at
    RE: Customer deposits not reflecting in D365 from POS

    Ok I have gone through this document, and have setup the transaction batch jobs to run automatically. During my testing I complete the customer deposit on POS, then close my shift, run the p-job, run the transaction jobs, validate store transactions, and then calculate my financial statement. I then post the statement and the customer deposit still does not reflect against the customer.

    When I check the transactions on the statement I see the Posting status is none. Is this why the transaction is not reflecting. The retail statement posted successfully so how do I get this deposit to reflect against the customer account?

    Picture8.png

    There is an offset account set on the journal used.

  • P Jackson Profile Picture
    P Jackson 1,560 on at
    RE: Customer deposits not reflecting in D365 from POS

    Is there a significance to the payment being a 'deposit'? Or perhaps there is a subsequent Financial business process you need to carry out in HQ, in order to make the customer's payment appear as a credit balance on their account? Can you Post the statement throughout the day or post only for deposit payments?

    Have you tried a similar process in HQ only? I.E. what happens if you enter a payment against the customer account in HQ; is it immediately available for use against a subsequent order?

  • Liese-Marie Heyns Profile Picture
    Liese-Marie Heyns 332 on at
    RE: Customer deposits not reflecting in D365 from POS

    Trickle feed is on by default. Payments against invoices do push to D365 in trickle-feed, but we are not seeing customer deposits without a linked invoice in D365 HQ.

  • Suggested answer
    P Jackson Profile Picture
    P Jackson 1,560 on at
    RE: Customer deposits not reflecting in D365 from POS

    This might help: Trickle feed-based order creation for retail store transactions - Commerce | Dynamics 365 | Microsoft Docs

    Trickle feed functionality enables the continuous processing of sales orders, invoices, and payments. Therefore, inventory, revenue, and payments are updated and recognized in near-real time.

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