Hello Community.
We received a direct debit payment, and because it was on the same day as two other direct debits, we received one bulk transaction in the bank feed. The bank feed will only allow allocation of the full amount for the bulk transaction, so we had to allocate the portion of the bulk transaction to the invoice in question which was declined.
So we now also have: an invoice with a payment allocated (which was actually declined), an unallocated debit in the bank feed for the declined transaction. And we also have an unallocated credit in the bank feed for the direct debit we processed manually.
We tried to create a credit note... but things have gone awry. I have also read the other help pages about returning payments, but because this is part of a bulk transaction, I don't seem to be able to unallocate the payment because it is also allocated to other invoices.
Any guidance on best practice and how to resolve would be greatly appreciated!