Help with Refunds, credits and payment reconciliation
This page focuses on the guide you were reading. Work through the relevant checks below, then send us a question if the issue is still unresolved.
Missing access may be expected. Check its rollout status before treating the absence of a control as a technical fault.
Start with your refunds, credits and payment reconciliation setup
These are checks drawn from this feature's own instructions.
- Duplicate retries must not issue two refunds.
- Record credits separately from actual processor refunds.
Common problems in Payments & billing
Choose the problem closest to what you are seeing. Each one includes practical checks and a safe next step.
A payment, invoice, or estimate will not advance
- Check the connected processor's account and its test/live environment.
- Verify the approval, payment link, invoice total, and current document status.
- Compare the processor's actual transaction with the RoveLogics record.
The client did not receive the document
- Confirm the intended recipient address and document status.
- Check whether a send action completed and whether the link is still valid.
- For pilot workflows, verify email delivery testing is enabled for the environment.
Still not resolved?
When you contact support, tell us what you expected, what happened instead, the non-sensitive error text (if any), and roughly when it occurred. The form will automatically include Refunds, credits and payment reconciliation as the topic.
Please do not include passwords, security codes, payment card details, client health records, or any other sensitive information.