Customer Portal - Balances in Customer Portal and Customer Ledger do not match

Balances in Customer Portal and Customer Ledger do not match

These are the steps to navigate a customer inquiry if they are seeing an amount in their Customer Portal that is not reflecting a recent payment.

1. Navigate to the customer’s account using the Global Record search in NetSuite.
2. On the Primary Information Page, Check to see if the amount the Customer is seeing in their portal matches the Customer Balance amount.
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5. If the amount matches, please also confirm that the amount in the Customer Ledger is reflecting the same.
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7. If the charges in both the Customer Portal and the Customer Balance are the same, notify the customer. If they have additional questions about their ledger, they will need to speak to their property, and there is no further action required on Resident Support’s side.
8. If the amounts do not match, navigate back to the customer’s primary page and click on the Transactions tab
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10. Confirm that you are able to locate an Invoice that is marked “Open” that matches the same amount listed in the Customer Balance
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12. Notify the customer that this is a known issue and send screenshots, customer name, property, and site number to the NetSuite chat for further action. If prompted to send the ticket to Wrike, create a new ticket and send that one to Bianca per normal NetSuite engagement/support procedures. Do not send the Customer ticket to the support chat.
13. If you are going to notify the customer when the issue in their portal has been resolved, cc yourself on the ticket sent to NetSuite, and keep the original customer ticket in your queue until you’re able to close it out with a resolution.