Has anyone else had accounting inconsistencies with their customer ledger?

boonysmithluparell

I had a customer reach out and tell me they had received a past due notice and they had already paid for the month.  I accessed the ledger and verified there was a balance on the account and relayed that to the customer.  The customer insisted they had a receipt showing 0 owed.  After further investigation, and a multi hour conversation with Sitelink levels one and two, I finally got Sitelink to understand (thank God I come from a collections background) that the ledger cannot show one amount, and a receipt a totally different amount.  The answer from Sitelink?  Well, we must have a bug.  We will remit it to the next level and it will be resolved but we cannot tell you when because it gets prioritized by issue.  Wait, what?  Why does Sitelink not have the same priorities that we do as business owners?  Just curious if they expect you guys to continue paying your best money to them while they "prioritize" their software issues or in plain English - do not provide us their best work?  I mean, they are cashing my checks, so I think that means they agreed to do the work they've been hired for?  Like, now?  My customers would not care if I had things to do that I felt were more important than them, nor do they care what my staffing issues are - they would go elsewhere?  Am I crazy here? Has anyone else experienced the same ridiculousness?  NO ETA?  Really?  What do we tell our tenants?  Our system is not reliable?  

jimbo1956

It is ongoing problem. Every day run the credit card payment report. If it shows a payment as terminal only -the customer got charged put it did not post in Sitelink and you will need to do an offline payment to correct it.
If it shows SLWE or Web edition only- then the customer payment failed but it posted into sitelink as paid.
The only caveat to this is that they are having errors on the report lately and it will reflect an issue when there is not one. I go through everything every morning and compare receipts to what shows as confirmed payments against the actual credit card transactions showing in HUB or corporate control. It is a mess -and for what we pay it is disgusting to me that this most fundamental task can't be relied on to be accurate. It is a real pain point when you mess up customer payments and destroys our credibility.