Resolving Accounting Issues

This guide explains what an accounting issue is and how you can investigate the cause.

What is an Accounting Issue?

An accounting issue represents a difference between the balance of your customer's account in Wholesail and your accounting system. Typically, this means a transaction on the customer's account is either missing in Wholesail or your accounting system.

Wholesail only surfaces invoices, payments, and credit memos to your customers. If there is a transaction type in your accounting system that is not an invoice, payment, or credit memo, it can cause a discrepancy.

Common causes for accounting issues

Here are some common reasons for an accounting issue on your customers account:

• Deleted Transactions
  • An unpaid invoice, credit memo or payment was deleted in your accounting system, but not  in Wholesail.
  • Solution: Contact Wholesail Support at [e-mail] with the customer’s name and deleted invoice, credit memo or payment reference number. The  team will delete the transaction in Wholesail.
• Unsupported Transactions
  • A transaction was posted to the customer’s account in your accounting system that is not supported by Wholesail.
  • Solution: Wholesail only supports invoices, credit memos and payments on your customer’s account. Please remove the unsupported transaction like journal entries and repost the credit/debit as an invoice, credit memo or payment.
• Edited Paid Invoices
  • An invoice paid in Wholesail was edited so its original balance was less than what was originally paid.
  • Solution:   Wholesail is the source of truth for payments. Update the paid invoice to its original amount, then rematch the Wholesail payment in full to the invoice. You can create a credit memo for any overpayment.
• Manually Deleted Paid Invoices 
  • A Wholesail payment was manually deleted in your accounting system on accident.
  • Solution: Wholesail payments should not be deleted from your accounting system. Contact Wholesail Support at [e-mail] to resync the payment. 

Finding Customers with Accounting Issues

To locate customers with accounting issues in Wholesail:

1. Login to Wholesail by clicking here.
2. Under Filter by Tag, include the Accounting Issue tag.
3. Learn more about Customer Tags in Wholesail by clicking here.

Investigating Accounting Issues

You can run various reports to compare the open transactions impacting your customer's account balance in your accounting system. Refer to your specific accounting system below for guidance:

• QuickBooks Desktop
• QuickBooks Online
• NetSuite
• NetYield
• Sage 50
• Xero
• Counterpoint
• Apprise
• Produce Pro
• Entree
• Flexibake

QuickBooks Desktop

To identify the open transactions for a customer that is impacting their account balance in QuickBooks Desktop, use the Customer Open Balance report.

1. Open QuickBooks and navigate to your Customer List.
2. Locate the customer with the Accounting Issue.
3. From the right hand side under Reports For This Customer, select Open Balance.
4. Compare the open transactions for this customer against the open transactions in Wholesail.

QuickBooks Online

To identify the open transactions for a customer that is impacting their account balance in QuickBooks Online, use the Customer Balance Detail report.

1. Login to your QuickBooks Online account.
2. Navigate to Business Overview >> Reports.
3. Open the Customer Balance Detail report.
4. Use the Customize option to Filter your report to your customer’s name.
5. Compare the open transactions for this customer against the open transactions in Wholesail.

Netsuite

To identify the open transactions for a customer that is impacting their account balance in Netsuite, use the Customer Balance Detail report.

1. Login to your NetSuite account.
2. Use the search bar to open the A/R Aging Detail report.
3. Use the Customize option to Filter your report to your customer’s name.
4. Compare the open transactions for this customer against the open transactions in Wholesail.

NetYield

To identify the open transactions for a customer that is impacting their account balance in NetYield, use the Customer Account Balance report.

1. In NetYield, navigate to AR > Customer accounts
2. Select the respective Bill to account that has an Accounting Issue tag
3. Click to Export To PDF

Sage 50

To identify the open transactions for a customer that is impacting their account balance in Sage 50, use the Aged Receivables report.

1. Navigate to Reports & Forms > Accounts Receivable
2. Select to run the Aged Receivables report
3. Click Options to customize the report
4. Configure the report as follows:
   1. The report should be ran as of Today’s date (current day)
   2. The filter for Customer Name should be added where the customer in question is set in the Range as the From and the To name.
5. Compare the open transactions for this customer against the open transactions in Wholesail.

Xero

To identify the open transactions for a customer that is impacting their account balance in Xero, use the Customer invoice activity report.

1. Open Xero and navigate to Contacts > Customers
2. Locate and click into the customer with the Accounting Issue tag
3. Click Reports > Customer invoice activity
   1. You may need to update the date range of the report to include any open items from prior months
4. Compare the open transactions for this customer against the open transactions in Wholesail.

Counterpoint

To identify the open transactions for a customer that is impacting their account balance in Counterpoint, use the Customer Accounts report.

1. Navigate to Customers > Account Management
2. Enter the respective Customer # for the account that has a Accounting Issue tag
3. Select the tab for A/R Documents
4. Compare the open transactions for this customer against the open transactions in Wholesail.

Apprise

To identify the open transactions for a customer that is impacting their account balance in Apprise, use the Customer Open Accounts Receivable Inquiry report.

1. Open Apprise and navigate to the Customer Open Accounts Receivable Inquiry report.
2. Locate the customer with the Accounting Issue tag and view all open items.
3. Compare the open transactions for this customer against the open transactions in Wholesail.

Produce Pro

To identify the open transactions for a customer that is impacting their account balance in Produce Pro, run an A/R Aging Report report.

1. Login to your Produce Pro account.
2. Run an A/R Aging Detail report for the customer in question.
3. Compare the open transactions for this customer against the open transactions in Wholesail.

Entree

To identify the open transactions for a customer that is impacting their account balance in Entree, use the Account Information section of the Customer page.

1. Open Entree and navigate to the Customer’s page who has the Accounting Issue tag.
2. Review the section titled Account Information within the Customer tab
3. Compare the open transactions for this customer against the open transactions in Wholesail.

Flexibake

Flexibake should not allow for accounting issues to occur in Wholesail. If you find a customer in Wholesail is being flagged with an accounting issue, please provide Wholesail's support team with the customer's Accounts Receivable Detail report.

1. Open Flexibake and navigate to the Reports > Customers > Accounts Receivable Detail
2. Take a screenshot of the report and share it with Wholesail's support team at [e-mail]

Need Help?

If you have questions or need assistance, reach out to Wholesail Support at [e-mail]!