Resolve Queries
Payment queries
Where over or erroneous payments are received, there are two possible solutions.
Leave on Account 
The preference is for credit balances to be left on the customer's account, to be matched against subsequent Invoices.
Where a Credit Note is raised for an incorrect Invoice, a new Invoice may need to be raised (refer to Raise Sales Invoice section of Process Order) and/or a refund made to the customer (see below).
Refunds 
In some circumstances, a refund may be appropriate. Such decisions are made by the Accounts Receivable Manager, who should be contacted with any questions regarding refunds.
Invoice queries 
Note: If the Invoice has already been paid by the customer, you should follow Step 1 below before raising the Credit Note.
1. Refer to Cashiers to unapply receipts
The Invoice should be referred to the Cashiers team who will unapply the receipts. You can then raise the Credit Note as per the details below.
In the case of internal invoice receipts, please contact the AR team.
2. Raise Credit Note
The Credit Note should be raised for the appropriate part or full Invoice value as per Enter a Credit Note against an Invoice in Accounts Receivable 
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