An Order Did Not Create a Charge
Cause 1: The payment method is not ticked
Only orders placed with a payment method ticked under Payment Gateways That Create Receivables are charged. See Payment Gateways. If you tick it now, the order is picked up the next time its status changes, or you can import it.
Cause 2: It was a guest order
A charge belongs to a customer account. Orders placed without one are never charged, and the importer cannot bring them in either.
Cause 3: The role filter excluded the customer
With Limit to B2B Customers on, only customers holding a ticked role are charged. Check the customer’s role against the ticked list in settings.
Cause 4: The order is in another currency
Only orders in the store’s base currency are tracked. A notice on the plugin’s screens says how many recent orders were left out for this reason.
Cause 5: The order total is zero
An order with nothing to pay is not a debt and is not charged.
Cause 6: The charge was reversed
Open the customer’s account history. If the charge is there and marked Reversed, it was withdrawn by a correction or by cancelling the order. A charge reversed by a correction is not recreated by later changes to the order.
Cause 7: The order was placed before the plugin was set up
Orders placed before the plugin was active, or before the method was ticked, were not charged when they were placed. Each is picked up the next time its status changes. To bring them in now, use Import Past Orders.
A Balance Looks Wrong
Check 1: Read the account history
Open the customer’s account. Account history lists every entry with the balance after it, so the figure can be traced line by line. Look for entries tagged Imported, Edited, Order cancelled or Refund deleted; the plugin wrote those in response to something else.
Check 2: Imported orders that were already paid
Every imported order arrives owing its full value. If the import range included orders the customer had already paid, record those payments now.
Check 3: Order status is not payment
Marking an order Completed does not settle its charge. Only a payment, credit or write-off you record does.
Check 4: The customer is in credit
A negative balance means you hold money for the customer. Total Owed to You counts only customers who owe you; credits are shown separately under Credits Held. A refund on an invoice that was already paid also ends up as credit if nothing else is open.
Check 5: The order was edited
A change to an order’s total is recorded as its own dated entry rather than by changing the original charge. Both appear in the history.
Check 6: A mistaken entry
Reverse it from the account history and record the correct entry. See Corrections.
A Customer Is Missing From the List
Possibility 1: Their balance is zero
The customer list, the dashboard’s top ten and the export show only customers with a balance other than zero. A customer whose account is fully settled drops off until their next charge.
Possibility 2: They have never been charged
A customer appears only once an entry exists for them. See An Order Did Not Create a Charge.
Possibility 3: A search is active
The customer list search matches display name, username, email and billing company. Click Clear to see everyone.
Possibility 4: They are on another page
The dashboard shows the ten largest balances only, and the customer list shows 50 per page. Use View all customer balances, sorting or search.
Possibility 5: The payment form cannot find them
The customer search on the Record Payment screen needs at least two characters. It finds every customer an order could charge, not only customers with a balance, so a payment can be recorded in advance.
Overdue Figures Look Wrong
Explanation 1: Due dates are fixed when the charge is created
A charge is due on its order date plus the payment terms in force when the charge was created. Changing the terms in settings does not move due dates that already exist. See Payment Terms.
Explanation 2: Due on Receipt
With Due on Receipt, the due date is the order date, so an unpaid charge is overdue from the following day.
Explanation 3: Imported orders arrive already overdue
Imported charges are dated from their original order date, and their due dates are calculated from it. An order older than your terms is overdue the moment it is imported.
Explanation 4: Payments settle the oldest invoices first
A payment is not applied to the invoice the customer had in mind. It goes to their oldest open invoice first, so a newer invoice can stay overdue while an older one is closed. See How Allocation Works.
Explanation 5: The store’s timezone decides the day
Days overdue are counted in the timezone set under Settings → General, not the server’s clock.
Explanation 6: What the tile measures
The Overdue tile adds up the unpaid part of every charge past its due date. The days figure is the age of the oldest overdue due date. The line beneath compares the total with what was overdue at the start of the current month.
An Entry Won’t Save
“This form has already been submitted”
Each form can be used once, so that the same money cannot be recorded twice. Reload the page to record another entry.
“That date is in the future”
Entries can be dated today or earlier.
An amount is refused
Type the amount without a currency symbol, greater than zero, and with no more decimal places than your currency uses. A write-off cannot be larger than what its invoice still owes.
“Another change to this customer is still being saved”
Entries for one customer are written one at a time. Wait a moment and try again.
“Could not record this entry. The ledger has not been changed.”
The save failed and nothing was written. Reload the form and enter it again; it will not be recorded twice. The error is written to your server’s error log.
Export Problems
Check 1: Nothing has been recorded yet
With an empty ledger, there is no file to download. You are returned to the dashboard with a notice instead.
Check 2: An apostrophe at the start of a cell
Text that begins with =, +, - or @ is prefixed with an apostrophe so a spreadsheet does not run it as a formula. This is deliberate.
Settings Won’t Save
Check 1: The role filter has no roles
The role filter cannot be turned on with no roles ticked. Tick at least one role and save again.
Check 2: WordPress capability
Only users with the manage_woocommerce capability can open or save settings. Verify your user role has this permission.
Still Stuck?
If your issue isn’t covered above, reach out to Kascado support and a team member will help you resolve it.