Identify and resolve voucher problems

Each processed return file from the bank issues a report in PDF format. The report opens automatically to let you analyze its content and is automatically stored in the processed report history area.

In this report, OnBalance indicates everything it has done based on the bank file information.

The following is a list of possible situations described in this report, explanations of the situations, and where applicable, suggested actions for you to solve problems.

Situation Descriptions Actions to be taken
Registered vouchers The bank indicates the vouchers have been successfully registered.  None.
Amounts don't match The bank indicates the vouchers have been successfully registered. However, OnBalance indicates that the voucher data reported by the bank does not match the data stored in it. There is either is a discrepancy between the Due Date or the Value of the voucher. This is a rare situation, and it probably occurred because you used another application to issue/register vouchers, resulting in a numbering conflict. You should talk to your Bank Account Manager and decide whether to keep or cancel such vouchers in OnBalance.
Paid vouchers The bank indicates the voucher payment, and OnBalance has automatically applied payments on their installments. Check your bank account balance.
Payments don't match The bank indicates the voucher payment, but the paid amounts by the customers do not match with the vouchers amounts stored in OnBalance. Their installments will remain opened. You need to review each item and manually apply a payment in OnBalance.
Canceled vouchers at the bank The bank indicates that the voucher registration you canceled in OnBalance was successful. None.
Returned errors from bank The bank returned problems related to the issued voucher's registration. The report displays the returned errors, making you analysis easier. You should review each listed case, take the necessary steps to correct the errors, and then decide whether to resubmit the request to the bank or set the voucher as canceled. To learn how to make this decision, see Resolve errors in the voucher registration process.
Returned errors from bank - Cancellation process The bank returned problems related to the canceled voucher's registration. The report displays the returned errors, making your analysis easier. You should review each listed case that occurred in the process of canceling the voucher, take the necessary steps to correct the errors, and then decide whether to resubmit the request to the bank or set the voucher as canceled. To learn how to make this decision, see Resolve errors in the voucher cancellation process.
Other bank returns The bank returned unknown messages from OnBalance, which cannot define whether it is just a detail or an error that needs your attention. The report displays the returned errors, making your analysis easier. You need to review and decide what to do for each item. If you have questions, talk to your Bank Account Manager.
Already paid vouchers The bank indicates the voucher payment, but it is already paid in OnBalance. Normally, this happens when you process an already processed file by mistake. None.
Already registered vouchers The bank indicates that an issued voucher has been registered successfully, but it is already considered registered at the bank by OnBalance. Normally, this happens when you process an already processed file by mistake. None.
Already canceled vouchers The bank indicates that a voucher registration has been successfully canceled, but its cancellation is already considered registered at the bank by OnBalance. Normally, this happens when you process an already processed file by mistake. None.
Registered vouchers canceled by the user The bank indicates that an issued voucher has been successfully registered, but it is canceled in OnBalance. This usually happens when your customer mistakenly pays for a voucher previously sent by you, and that you had agreed with him to cancel. First, apply the payment to its installment. Use the OnBalance report to identify the customer and the installment due date.
Canceled paid vouchers The bank indicates that a registered voucher has been successfully canceled, but it is already paid in OnBalance. This usually happens when you apply a manual payment in an installment without canceling its voucher. We suggest that you disregard this information and do nothing, since the installment is paid.
Vouchers not found The bank indicates some action with a voucher, such as registration, receipt or cancellation. But the voucher is not being found in OnBalance. This usually happens when you use another application to issue the voucher. You need to find the customer and paid installment to update OnBalance by applying a manual payment.
Errors in the file row The Return Files from the bank must have a certain number of characters per line. This error happens when OnBalance identifies a different number of characters in some lines of the file. Contact our support and send us the bank file and the PDF report issued by OnBalance.