Finance is trying to rollback an incorrect Customer Offset and getting the following error. How can they make the CUPIA get unpaid to roll this payment back?

Thank you,
Yvette
Finance is trying to rollback an incorrect Customer Offset and getting the following error. How can they make the CUPIA get unpaid to roll this payment back?
Thank you,
Yvette
Best answer by Thomas Peterson
Hi,
I’ll try to explain.
If we have a customer invoice and a payment, that’s easily rolled back.
If we have a customer invoice and the payment process created a CUPOA, or CUPIA -Assuming nothing else had been done, you should have no problems rolling this back.
But in your case, the CUPIA that was created as part of the initial cash app process, is now also used (paid state). You then need to roll back the transaction that set the CUPIA as paid - do that first. Then you can roll back the item in question. In other words, roll back the most recent related transaction, then you can roll back the older (initial payment - the one you're trying to roll back).
Best regards,
Thomas
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.