What causes this issue?
This typically happens when a Xero Invoice or Prepayment related to the booking has been voided in Xero. As such, Preno is unable to locate these in Xero in order to link them to the final Invoice created in Xero when a booking is checked out.
How to resolve this?
Please note; the booking cannot be checked out to complete the below actions to resolve so you will need to check rollback the booking if the booking is checked out.
Please take one of the below actions depending on the exact situation. Please let the support team know the exact situation and booking ID if you have a scenario that doesn't fit one below.
If it is a Prepayment that has been voided, and the Prepayment is related to a charged credit card Deposit in Preno; please reach out to support with feedback as to the reason the Prepayment was voided in Xero. We will review based on this reasoning.
If it is a Prepayment that has been voided, and the Prepayment is not related to a charged credit card Deposit in Preno; please void the Deposit in Preno.
From there, take the required action in relation to why this Xero Prepayment was voided. For instance, if it should not have been voided, create a new Deposit in Preno.
From there, check out the booking.
If it is an Invoice that has been voided in Xero; Void the invoice in Preno and recreate the invoice if it should not have been voided.
How to avoid this occurring
Do not void Prepayments or Invoices in Xero, unless you void them in Preno also.
When you void an invoice in Preno, the Invoice in Xero will also be voided so there is no reason to void an Invoice directly in Xero.
When you void a Deposit in Preno, Preno will not be able to void the Prepayment in Xero but you will see a message advising you to go ahead and manually void/delete the Prepayment in Xero.