Options to "force" a sales order to invoice?

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Posted on by Peter191

What options are there, if any, to invoice a sales order if the payment line is still pending, but payment was captured externally?

For example, a sales order was created with a corresponding payment authorization for $500. The order has been filled and shipped, but the payment capture/settlement failed, so this now falls into the orders shipped not invoiced category. The payment was subsequently captured outside of F&O through different means but we cannot invoice that open sales order since it's still looking for a payment settlement against the original authorization. The order cannot be modified because the order status has migrated from OPEN to DELIVERED status and I am unable to use any entity to modify either. We cannot leverage the payment journal as there is no invoice to post the payment journal towards. If the order was still in OPEN status we could add a separate payment type (method of payment) similar to cash and apply this new payment form and then run the invoice.

Any thoughts?

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PG-16052038-0 21 on at

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Options to "force" a sales order to invoice?

Replying here as I am experiencing the exact same issue. Peter - did you ever end up resolving this? In my case it seems to be a recurrent issue.
André Arnaud de Cal... 291,269 Super User 2024 Season 2 on at

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RE: Options to "force" a sales order to invoice?

Hi Peter,

Thanks for the clarification. This helps a lot. Several years ago, I was involved in an implementation using the retail channels and a POS integration. We did not have your scenario back then. If this is a recurrent problem, I would suggest investing in a customization or submit an idea. If it is a rare issue, you can consider a custom script to "repair" the data. Ensure you test it then carefully if it woud not have any additional side effect.
Peter191 on at

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RE: Options to "force" a sales order to invoice?

Thank you, Andre. Apologies for any confusion my response provided. Yes, we are using retail channels. These orders in question with this issue stem from our online store as payment is only authorized on their credit card at the time of order creation, the payment is not settled until we invoice.

In the two examples below we have orders which are shipped and not invoiced (as taken from Accounts receivable > Orders > Shipped but not invoiced sales orders) and we can see the order header and line status. In one we can see that the order and line are marked as delivered and in that case, we cannot modify the payment and therefore cannot process an invoice. With this example, this order remains in this status forever; we cannot create a payment journal against this because there is no invoice to settle. In the second example, we have one line which has shipped but two lines remain open thus the order header remains open and in this situation we are able to modify payment so that we can process the invoice. For clarity though, this is not about single-line versus multi-line orders, this is specifically regarding the order header status. If we had a multi-line order where the lines had all been marked as delivered then the order header moves to the delivered state and again we would not be able to modify the payment and move to the invoice.

I am trying to understand the option so that we can keep the order header open in order to be able to modify payment which would then enable us to process the invoice.

Thank you,
Peter
André Arnaud de Cal... 291,269 Super User 2024 Season 2 on at

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RE: Options to "force" a sales order to invoice?

Hi Peter,

When I talked about Commerce, I wasn't specifying a specific channel. I was wondering about your environment, the setup and possible customizations. It is still not clear to me if you are using retail channels or if this is an order without any Commerce/Retail setup. When I open the same form in a demo company USMF, I don't have the 'Modify' button.
Peter191 on at

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RE: Options to "force" a sales order to invoice?

Hi Andre, do you by chance have a moment to review my response below? I'm still unable to modify these sales orders at all. Thank you very much.
Peter191 on at

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RE: Options to "force" a sales order to invoice?

Thank you, Andre. Forgive me for what may be an ignorant question, but when you say "Commerce" are you referring to eCom/online, or stores/mPOS? We have no issues for stores as payment is taken in full upfront, so the invoicing of the store-based sales orders is fine. The issue is with our eCom/online sales orders and I should have made that clear.

We are using out-of-the-box invoicing process which utilizes the SalesFormLetter_Invoice and we just have a few filters applied to the batch job which runs. In the below images, you can see that the sales order is in the "delivered" status because the line has been picked/packed and shipped, however, there is no option to modify the sales order or the payments. This example happens to be PayPal, but the same will happen to credit card payments when we cannot settle at the time of shipment.
André Arnaud de Cal... 291,269 Super User 2024 Season 2 on at

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RE: Options to "force" a sales order to invoice?

Hi Peter,

Are there customizations and integrations involved which now controls the option to invoice or not? Are you using Commerce integrations to create and post the orders? Out of the box, for normal sales orders (no Commerce line) there is no restriction for lock for editing or not being able to invoice when there is no payment journal.