There seems to be something wrong with the online payment function, I had a customer pay an invoice with a master card, the surcharges where applied and charged to her account but then it listed a merchant fee 25c charged to me which I've never seen before, and I checked all my other master card payment receipts.Is this a glitch in the system related to the new switch for BPAY?Either way, the total money received now doesn't match my invoice, making it impossible to reconcile without altering the invoice. Not what I should have to do.I expect all the surcharges to passed onto my client, without that I no choice but to stop using your online payment system and rely on bank transfers. Small businesses can not carry these extra fees!Anyone come across this?Payment receipt also look different which is strange, both where master card payments.Support ticket #01766051

*Edited 24/07 to reflect the correct support instructions Check that you have chosen the Payment category and Fee category to record payments and fees. Open the online invoice payments portal go to Settings > expand Bank Accounts and select the payment and fee categories under Record payments. If you're using bank feeds, make sure the Payment category in your online invoice payment settings is the same as the bank account connected to bank feeds. If you're on AccountRight and are using cost centre tracking, make sure they are not set as 'required'. You can still use these, but they must be set as 'optional'. To check, go to Setup > Preferences > if Turn on Cost Centre Tracking is ticked, select the dropdown Not Required. Additional steps to help ensure your reconciliation works Make sure your linked bank account for undeposited funds (go to Accounting > Manage linked categories) is set up as an undeposited funds account. *If you do not have the default undeposited funds account it’s fine to set up and use a different account as long as it’s only being used as a clearing account for this purpose. Please make sure not to edit customer payments or surcharge transactions (spend money or receive money) for an online payment that is still processing and has not been disbursed to your bank account yet. You also need to make sure the option Automatically match bank transactions to MYOB bills and invoices, is selected (go to Banking > Bank rules)

Merchant fee surcharge | MYOB Community

MattBedford
Trusted User
6 months ago
MikeG1We too are having issues with not being able to reconcile amounts. As mentioned above the total amount received from online payment doesn't match the invoice, due to fees taken out and remaining amount transferred to us. This makes it impossible to reconcile as the amounts don't match. We have heaps of unallocated transactions sitting there that can't be matched as the amounts differ (invoiced amount and the online paid amount differ). We also currently have a tech support request in progress, it's been going for 3 weeks on Tuesday and we have had no reply since 21st May.

Do you possibly have any work around to get this issue fixed? We have checked with MOCA and also had no success.

Thank you for your time,
Matt
- MikeG1
  Admin
  6 months ago
  Hi MattBedford - check out this article about what happens when a customer uses OIP to make payment. Deducting the fees from the payment instead of as a separate amount is a recent change but should make things easier for you.
  
  https://www.myob.com/nz/support/myob-business/sales/receiving-payments/online-invoice-payments/reconciling-online-invoice-payments?productview=Browser
  - mscheurer
    Experienced User
    6 months ago
    There is just one small hitch with this system, Auto matching does not work with the bulk transfers MYOB sends us. Breaking these bulk payment into components is a pain in the b*tt and takes way too much time.
    
    And how is not being able to match the payments to the invoices making it easier for us?
- mscheurer
  Experienced User
  6 months ago
  The amount of extra work this is causing is just stupid. Luckily I had the system off for most of the month because of this BPAY issue, I'd hate to in someones shoes who take a lot of payments online. I'm gobsmacked no one at MYOB thought about this before implementing this just to get a few dollars a couple of days earlier.
  
  Not sure the ATO is going to be happy with all of us editing our invoices to match the short payments. Is that even legal?
  
  And then there are the useless invoices that don't itemise the charges, I just got one today from that I can't work out what it's from. Yes it's only $11 but it still needs to be recorded against an invoice.
mscheurer
Experienced User
6 months ago
Looks like I didn't read the fine print!
After months of fighting to have the ability to turn off BPAY we are now being charged for the privilege to use the online payment system. Sadly, as a micro business, I can't justify the extra cost and extra work of these little merchant fees. I'm out!

Back to free bank transfer, cash & card payments in person (all fees are passed onto clients!)

Thanks for the effort, so close...
- MikeG1
  Admin
  6 months ago
  Hi mscheurer - as you have noticed in the terms and conditions, the 25c per transaction fee has always been in place since we first released the Online invoice payments feature and has always been paid by the merchant.
  That being said, similar to other work we are undertaking around fees and surcharging, I can advise that we are working to include this transaction fee within the surcharging capability which would effectively make the service free for the business/merchant using it.
  Watch this space, thanks, Mike
  - mscheurer
    Experienced User
    6 months ago
    Thanks for that, you are right you've always charged that but the monthly invoice never impacted the way invoices were marked off as paid. The move to the per transaction has created extra work and it's very messy as you can no longer just mark an invoice as paid and link it to the transaction.
    
    It should be free, it's the clients choice to use! As long as a fee free facility )direct debit) has been provided to the client I see no reason to penalise the merchant.
    
    Hopefully that won't take as long as the BPAY switch, in the meantime, I won't be using it.
MikeG1
Admin
6 months ago
Hi sonialouise , mscheurer and MattBedford ,

I have discussed this further with one of the team and they believe this will be to do with how your OIP accounts are set up.
We recommend making sure that you have both categories set up correctly in your OIP settings

This page best explains the how it works with net settlement

There is a section you can expand in this help article called: "what transactions are automatically recorded"
And there is also a "what you need to do" section of the article that outlines once of steps that were necessary to take when changed to net settlement

https://www.myob.com/au/support/myob-business/sales/receiving-payments/online-invoice-payments/changes-to-how-you-pay-online-invoice-payment-fees
- mscheurer
  Experienced User
  6 months ago
  The page explains how to set up OIP, nothing else, all my payments are still 25cents short!
  
  Auto matching has never worked with the bulk payments we get from MYOB but at least we could painstakingly match them manually. Now every payment is 25cents short there is no way to do that.
MattBedford
Trusted User
6 months ago
*Edited 24/07 to reflect the correct support instructions

Check that you have chosen the Payment category and Fee category to record payments and fees.
Open the online invoice payments portal go to Settings > expand Bank Accounts and select the payment and fee categories under Record payments.

If you're using bank feeds, make sure the Payment category in your online invoice payment settings is the same as the bank account connected to bank feeds.

If you're on AccountRight and are using cost centre tracking, make sure they are not set as 'required'.
You can still use these, but they must be set as 'optional'.
To check, go to Setup > Preferences > if Turn on Cost Centre Tracking is ticked, select the dropdown Not Required.

Additional steps to help ensure your reconciliation works

Make sure your linked bank account for undeposited funds (go to Accounting > Manage linked categories) is set up as an undeposited funds account.
*If you do not have the default undeposited funds account it’s fine to set up and use a different account as long as it’s only being used as a clearing account for this purpose.

Please make sure not to edit customer payments or surcharge transactions (spend money or receive money) for an online payment that is still processing and has not been disbursed to your bank account yet.

You also need to make sure the option Automatically match bank transactions to MYOB bills and invoices, is selected (go to Banking >  Bank rules)
- MikeG1
  Admin
  6 months ago
  Hi MattBedford , sonialouise and mscheurer ,
  It looks like you're still trying to treat these as gross settlements but since we changed to net settlement it operates differently now.
  Trying to reconcile these as gross, will disrupt the automatic flow
  
  This help article explains it well > Automatically matching online invoice payments (myob.com)
  BUT I think it would be worthwhile for each of you to speak with someone in the financial services support team
  They can be reached on 1300 783 674 Monday - Friday between 9:00am and 5:30pm
  - mscheurer
    Experienced User
    6 months ago
    Auto matching rarely works in real life, especially when we get them all bunched into one bulk payment.
    
    Rather than ringing a call centre in a far away land who’s operator we may or may not understand wouldn’t it be more efficient to post a proper step by step guide here on how to handle these single and multiple transfers in our bank feeds? I’m sure there are hundreds of people watching this post and looking for the same answer.
    
    To be honest, I much prefer the way the payments are coming into my account without your OIP so I will stick with that from now.
- sonialouise
  Contributing User
  6 months ago
  I've been trying to this, but it still creates an out of balance amount...eg if an invoice was $100, I cop the 25c + 1.8%, I receive $97.95, the fee was $2.05. if I add an adjustment of merchant fees @ $2.05 it shows $2.05 out of balance and wont let me match an unbalanced transaction. In adjusting it's either trying to + or - the invoice total not the payment received total
  I've spent so much time trying to work out how to get it right, the only thing that's successful and I am absolutely not going to do regularly is to transfer an amount from my personal account to my business account, spread it across all of the invoices that supposedly have a debt and then create a spend money transaction at the end of the month when MYOB sends the receipt for all transactions fees that month, deducting that amount I personally transferred back out of the biz account, but that looks super dodgy so im not willing to go ahead with it (I just tried it for 2 invoices to see if it works)
  Also no one in the call centre is any help, all claim that the system auto detects the difference for the fee and allocates appropriately and will not listen that it doesn't
  - mscheurer
    Experienced User
    6 months ago
    This is so much fun. I have an invoice for $105, the system assigned CR000399 to the clients payment and marked the invoice as paid. In the bank feed I see a payment from MYOB for 104.75, clicking on the triangle I get CR000403 Online payment MYOBXXXXX so I add the adjustment, give it the fee category, Select the payment but have no way of assigning it to the invoice, click save and now it says "Matched to Bank Deposit CR000403" WTF? No mention of the invoice number anywhere and I can't even type anything in the description. And now I have 2 reference numbers for the same payment and one of them is not listed with invoice.
    
    Before all of the changes you could match the customers payment with the listing in the bank feeds, that even worked to some extend with the multi payment transfers, but it doesn't anymore.
    
    I will just leave them there and get on with my life, it's not worth the aggravation.
KIM-2017
Contributing Cover User
6 months ago
We Invoiced our customer $1207.61 and they paid the correct amount as invoiced. However, we have had $22.39 taken from this one payment by MYOB i am assuming??? Do MYOB get this merchant fee cut as well as transaction fees each month, as well as our monthly product fee??? Hugh amounts being taken!!!
Invoice number
00010580
Payment date
04/06/2024, 04:16 (UTC+0000)
Invoice amount
$1,118.18
Tax
$111.82
Merchant fee
-$22.39
Total amount received
$1,207.61
smileykylie1982
Trusted User
6 months ago
I'm having a similar problem: I have 2 unmatched online transactions for invoices but all the applicable invoices are paid... also the amounts of the online transactions waiting to be matched are slightly lower than any of the invoices they could be for, so I couldn't match them even if I wanted to.

I've opened a support ticket.
Justine83
4 months ago
Payments have gone to the undeposited funds account and just stay there?? Can't open the transaction as it just comes up error. The invoice is paid and the bank is reconciled but these amounts just sit on the balance sheet. Also can't click on the payment transaction it comes up to match to in the bank feed as it says I must open it on the desktop version. I am in MYOB Business. There is no desktop version? And the whole GST thing with the negative receive moneys is so confusing. I thought the 1.8% surcharge would be inclusive of GST if the invoice is, but the instruction examples add another 10% charge to the customer on top of that. And we pay GST on the surcharge if we don't pass it on, but of we do, then the surcharge is GST free to us, but not the customer. ??? I can't work out what they are doing. Plus it goes into the bank on the 28 June, but receipted by MYOB as 1st July. Can't change the date because MYOB says it's in a previous year, which it isn't. It's just a mess.
AXA
3 months ago
Can someone explain this... I've only recently turned online payments on and had my first payment (I've now turned it off again!)
I have an invoice to a customer for $2,225.85
Myob says the invoice is $2,101 with $0 fees and they paid me the surcharge GST. How am I supposed to record that?? and where's the missing $121.39???

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Invoice number	00010580
Payment date	04/06/2024, 04:16 (UTC+0000)
Invoice amount	$1,118.18
Tax	$111.82
Merchant fee	-$22.39
Total amount received	$1,207.61