Overview
If you notice a discrepancy between Copilot CRM and Stripe when reconciling payments, follow these steps to identify and correct the issue.
š Note: This article does not display private information.
Scenario 1: Overcharges with Open Invoices or Partial Refunds
Navigate to the Customer's Record:
Go to the Customers tab within Copilot CRM and select the relevant customer.
Duplicate the Original Invoice:
Use the āDuplicate this invoiceā feature to replicate the original invoice.
On the duplicated invoice, ensure the date, items, and services are accurate.
Adjust the Charges in the New Invoice:
Edit the duplicated invoice to remove any extra line items and reflect only the correct charges.
Delete the Original Invoice:
A prompt will appear asking how to handle the paid amount.
Select the option to āConvert to credit.ā
Apply the Credit:
Open the new invoice, and allocate the credit to this invoice as payment, ensuring that only the adjusted charges are reflected.
Common Reconciliation Issues & Fixes
Issue 1: Payment Marked as "Failed" in Stripe but "Paid" in Copilot
Sometimes, a payment may be recorded as Failed in Stripe, but still show as Paid in Copilot.
š How to Investigate
In Stripe, hover over the Failed status to see the failure reason (e.g., insufficient funds).
In Copilot, go to Finances > Payments.
Change the filter to All, then use the Customer dropdown and change it to Invoice.
Search for the Invoice Number with the discrepancy.
š How to Fix
Select the incorrect payment by checking the box on the left, then click Delete, or use the trash can icon on the right.
Go to Finances > Invoices, then search for the same Invoice Number.
Click on the Invoice Number to open it.
The invoice will now likely show as Past Due or Pending.
Click the blue + Add Payment button to re-charge the invoice.
Scenario 2: Overcharges with No Open Invoices (Credit for Future Services)
Access the Customerās Account:
Navigate to the Customers tab in Copilot CRM and locate the appropriate customer.
Select to Add a New Payment:
Click Edit and then choose "+ Create New."
From the dropdown menu, select Payment.
Assign the Payment as a Credit:
In the "Apply To" section, select Add as a customer credit.
Enter the appropriate date, amount, and payment method (e.g., "Cash" or "Other").
Issue 2: No Charge in Stripe, but Invoice Marked "Paid" in Copilot
If an invoice is showing as Paid in Copilot, but thereās no matching charge in Stripe or the Payments tab, follow these steps:
š How to Fix
Open the invoice in Copilot by clicking the magnifying glass icon or searching for the Invoice Number.
Click Duplicate This Invoice, then select With Date of Duplicated Invoiceās Items & Services.
The new invoice will appear under Finances > Invoices.
Select the duplicated invoice, then charge it.
This ensures a payment is created in Stripe and Copilot, marking the invoice as Paid.
Once the new invoice is verified as correct, delete the old invoice to prevent confusion.
ā Once completed, your reconciliation issue should be resolved! Credits added to the customer's account will remain available for use with future invoices. This approach is particularly useful when overcharges are intended to be compensated for upcoming services.