thread Re: Looking for Help Resolving Reporting Issue with House Account in Payments Troubleshooting

Looking for Help Resolving Reporting Issue with House Account

ElPolloFeoSmash — Sun, 21 Sep 2025 05:39:27 GMT

I created a house account for a client event held on 5/14/25, a process I’ve done many times before without issue. Typically, I require clients to save a card on file when the booking fee is paid so I can charge the balance after the event. In this case, the business said they attempted to save a card, but it didn’t show on my end.

The event was completed successfully, with all charges applied to the house account. The total came to \$11,986.09, broken down as follows:

* $10,157.71 in food sales

* $1,828.38 added as a custom amount to reflect our standard 18% gratuity

After taxes, the final amount billed was $13,611.95. I sent the invoice via their house account on 5/15, and it was paid on 5/16.

However, my sales report is now showing both the house account total of $11,986.09 on 5/14 **and** the full payment of $13,611.95 on 5/16. As a result, my weekly sales report reflects an additional $11,986.09 in sales that shouldn’t be there—essentially double-counting the transaction.

I reached out to support via text and was told it would be escalated over a month ago, but I haven’t received any updates. I’ve also called twice:

* The first time, I was told the issue wasn’t visible on their end and it would resolve itself (it hasn’t).

* The second time, after 45+ minutes on the phone, I was put on hold and then disconnected, with no resolution.

This error is preventing me from completing my bookkeeping and filing quarterly taxes. Has anyone experienced something similar or have any advice on how to get this resolved?

Re: Looking for Help Resolving Reporting Issue with House Account

Sammie_C — Tue, 17 Jun 2025 23:37:54 GMT

Hi @ElPolloFeoSmash, I appreciate you reaching out!

I am sorry to hear you have been dealing with this. Just to clarify, so are your Reports showing that both of these transactions were processed successfully? If so, did both charge amounts go through successfully for your customer?

Please let me know and I can take a deeper look into this.

Re: Looking for Help Resolving Reporting Issue with House Account

ElPolloFeoSmash — Wed, 18 Jun 2025 22:12:59 GMT

Yes, it shows as my total on my reports being the entire amount, but my client only paid once.

Re: Looking for Help Resolving Reporting Issue with House Account

Sammie_C — Fri, 20 Jun 2025 23:25:28 GMT

Thank you for this information, @ElPolloFeoSmash! I just got this escalated over to our Account Services team to take a look. I will reach back out here once I hear back from that team. I appreciate your patience as we continue looking into this for you.

Re: Looking for Help Resolving Reporting Issue with House Account

Sammie_C — Tue, 24 Jun 2025 16:26:12 GMT

I just heard back from our Account Service team, @ElPolloFeoSmash. Could you please confirm how you made the sale and how you took the payment?

Re: Looking for Help Resolving Reporting Issue with House Account

ElPolloFeoSmash — Wed, 25 Jun 2025 22:07:22 GMT

We initially were putting all sales directly through the house account, but then we lost internet connection and started taking orders and saving them as open tickets. Once the event was finished, I then charged all of the open tickets to the house account. After that, I went to the house account of the company and sent an invoice to her email on file from the house account.

Re: Looking for Help Resolving Reporting Issue with House Account

Sammie_C — Thu, 03 Jul 2025 23:58:02 GMT

Thank you for your patience on this, @ElPolloFeoSmash. I heard back from our Account Services team and it looks like this situation was caused because tax was collected on the invoice. They said that there are two options to resolve this for you:

Option 1: Re-collect the payment

- You will need to refund the second/duplication invoice.

- As well as, you will need to create a new invoice through the house account page.

This option means you will need to make another payment, but it will not lead to a double reporting issue.

Option 2: Manual adjustment and tax refund

- You will need to manually adjust the House Account balance to 0.

- As well as, you will need to refund the second/duplicate invoice for the collected tax.

This option does not need any action taken from you, but will lead to a double reporting issue.

Please let me know which option you select, so I can let our Account Services team know their next steps.

Re: Looking for Help Resolving Reporting Issue with House Account

ElPolloFeoSmash — Mon, 07 Jul 2025 19:10:17 GMT

I don't have the option to refund and recollect the payment from the customer. I sent the invoice through the house account, so I'm unsure why there is a duplicate invoice to begin with. Is there a way to refund the house account without refunding the customer?

Re: Looking for Help Resolving Reporting Issue with House Account

Sammie_C — Tue, 08 Jul 2025 19:12:25 GMT

I understand, @ElPolloFeoSmash.

I reached back out to our Account Services team and they said that they confirmed the second invoice was not sent through a house account, but rather by duplicating the first failed invoice. They said that they can refund the house account without refunding the customer, but they said the reporting will be inaccurate due to the duplicate invoice. Is that okay with you? If so, I can let them know to go ahead and refund that for you.