What to do when Bill is in transaction processing status?

When a bill is in Transaction Processing status, the system prevents Ops users from making further changes to the bill by disabling the Actions button, which contains the available options for settling or managing the bill.

This behaviour is intentional. In the Back Office, a bill's status is directly linked to its associated payment status. As long as the bill remains in Transaction Processing, the system assumes the payment is still being processed and restricts any actions that could create conflicting payment entries.

To regain access to the Actions menu, the bill must first be returned to an Unpaid status. This can only occur when the corresponding payment is cancelled, which removes the payment entry associated with the bill.

Once the bill has been reset to Unpaid, the Actions button becomes available again, allowing the Ops user to:

• Record an offline payment.
• Send a new payment link to the customer.
• Cancel the bill by issuing a credit note.

This article explains the scenarios in which a bill may remain in Transaction Processing status and the appropriate steps to resolve it.

When a Bill is in Transaction Processing Status, the corresponding Payment could have any of the following statuses:

1. Failed
2. Payment Processing

If Payment Status is Failed

If the corresponding payment is in a Failed status, the Ops user can cancel the payment to return the bill to an Unpaid status and regain access to the available bill actions.

Steps

1. Navigate to the Payments module.
2. Search for the booking using the Booking ID in the search box.
3. From the search results, locate the relevant payment using the Invoice Number.
4. Click the Actions button (three-dot menu) against the payment.
5. Select Cancel from the dropdown menu.
6. Click Confirm on the confirmation pop-up to proceed.

Expected Outcome

• The corresponding payment entry is removed from the Payments Module.
• The bill status changes from Transaction Processing to Unpaid.
• The Actions button on the bill becomes available again.
• The Ops user can then choose to:
  • Record an offline payment.
  • Send a new payment link.
  • Cancel the bill by issuing a credit note.

If Payment status is Processing (Stripe Payments)

If the corresponding payment is in a Processing status and the payment provider is Stripe, the Ops user can cancel the payment intent in Stripe.

Cancelling the payment intent removes the associated payment entry from the Payments module and allows the bill to be returned to an Unpaid status.

Expected Outcome

• The payment entry is removed from the Payments module.
• The bill status changes from Transaction Processing to Unpaid.
• The Actions button becomes available again on the bill.
• The Ops user can then proceed to settle the bill by:
  • Recording an offline payment.
  • Sending a new payment link.
  • Cancelling the bill by issuing a credit note.

Note: Before cancelling a payment intent in Stripe, it is recommended to confirm that the payment has not already been successfully captured or settled to avoid unintended billing discrepancies.

Article by Roshel Jose

Please note:

1. The JRNY platform is constantly evolving and new features and functionalities are added all the time. We are constantly updating the Knowledge Base, but some instructions and/or images you see in these articles may vary slightly from what you can see in your own environment. Get in touch with support@tomorrowsjourney.co.uk when in doubt.
2. Some features and functionalities may require configurations or additional development to work in your environment. Please speak to us if you have any questions.