- Confirm the customer, affiliate, or driver and the period being reviewed.
- Record the current filters, currency, and report scope.
- Trace the total to its contributing invoice, payout, settlement, or trip records.
- Review recent payment, refund, credit, or adjustment history.
- Confirm another user did not make a newer change.
Check the matching case
- Affiliate amount differs: Open the booking’s Settlement → Payables and compare Agreed, Affiliate says, grouped charges, and revision history. Different currencies are not directly comparable. If a newer price arrives, review the refreshed amount before accepting it; a recorded dispute must be cleared before acceptance is available.
- Affiliate trip cannot enter a settlement: Not agreed alone no longer holds a trip back: a completed or running farm-out with no agreed price can be included in New Settlement, and you enter the amount. A trip without an agreed price is held back only while a question is open on the booking: a close nobody has classified, a no-show or cancellation fee that isn’t agreed, or an affiliate charge that is disputed or not yet reconciled. The row explains Close not classified or Affiliate charge not agreed; resolve it on the booking. Nothing owed can be included as a zero line; it is a distinct outcome, not a way to bypass an unresolved price.
- Driver payout is lower than expected: Compare the contributing trips with the expected period. A missing quote can be skipped; trips without a driver price follow the company’s Skip / Warn / Block policy. Review preview warnings and any open-shift restriction.
- Refund is hard to reconcile: Open its detail in Billing → Reports → Card Payments. Transaction lifecycle includes the original charge when available. Check the refund’s status before treating it as completed.
- Payment refused because the trip is already billed: Once a trip is on an open, partially paid, or paid invoice or pro forma invoice, the booking refuses new payments and card authorize, charge, or capture actions. The message names the document, for example “This trip is already billed on invoice 1042. Record the payment on that document instead.” Open that document and use its Receive Payment or Charge card instead, so the trip isn’t collected twice.
- Amounts appear in different currencies: Compare each document or transaction’s currency and any report currency selection. New documents start with the company currency; existing records can carry their own currency.
Do not create an offsetting transaction until the source of the difference is understood. If escalation is needed, record the topic ID and non-sensitive record references; never include full card data or credentials.
A Billing action is unavailable
Review the record’s status and Settings → Business → Billing. Company rules control conversion, issued-document editing, paid-document voids, settlement corrections, overlap checks, advances and payout methods. Read any specific rejection message. For an edited trip line, check the transferable limit; for an invoice draft, Draft may mean numbering occurs only at issue.